---
sourceDocument: Xanadu Finance and Supply Chain
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/source-to-pay-operations

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Finance and Supply Chain

ft:clusterId :

    - stpop

bundleId :

    - stpop

workflow :

    - Creator


---

# Case playbook for specific supplier case types

# Case playbook for specific supplier case types {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Source-to-Pay Workspace includes a generic case playbook to
complete supplier cases of specific case types.

## Case playbook for supplier cases {#gen-playbook-cases__section_mdc_hxq_2tb}

The case playbook provides step-by-step guidance for completing specific types of supplier
cases. The case playbook includes a generic supplier case flow containing various stages and
activities that you must complete to close the supplier case. For more information, see
[Interact with Playbook](https://www.servicenow.com/docs/access?context=playbook-ui&version=xanadu&pubname=xanadu-build-workflows&ft:locale=en-US).

When a supplier contact submits a request using the supplier catalog item from the Supplier Collaboration Portal or when a supplier manager or fulfiller creates a
case from the Source-to-Pay Workspace, the application opens the case
on the Playbook tab on the Details page.

The case playbook is displayed only for these case types:

* Supplier issue
* Supplier support request
* General inquiry

{#gen-playbook-cases__ul_f4t_f4x_ztb} Figure 1. Case playbook on the Playbook tab

## Case playbook flow {#gen-playbook-cases__section_uyt_wd2_l1c}

The following diagram illustrates the flow of the activities in each stage of the Case playbook.
Figure 2. Case playbook flow

## Case playbook stages and activities {#gen-playbook-cases__section_eqj_qzx_ztb}

The case playbook contains the following stages and activities.
{#gen-playbook-cases__table_bgd_tzx_ztb__entry__3}

| Stage | Activity | Activity Details |
|-|-|-|
| Review case | Assign case | As a supplier manager or fulfiller, you can use this activity to assign the case to a different person or keep the case assigned to you. You can do the following: * In the Assigned to search field, search for and select the person that you want to assign the case to. * In the Short description field, update the description for the case. * Select one of the following actions: * Select Save to save your changes. * Select Start work to start working on the case. {#gen-playbook-cases__ul_qhp_d1y_ztb} {#gen-playbook-cases__ul_ub4_b1y_ztb} |
| Close the case record | Notify the supplier | A draft email appears with pre-populated data in the To and Subject fields. The email body is pre-populated with the relevant text. Select one of the following actions: * Send Email: Send an email to the supplier informing that the request has been completed. * Skip: Skips this activity and moves to the next activity. {#gen-playbook-cases__ul_pgr_kh3_tzb} |
| Close the case record | Complete case | As a supplier manager or fulfiller, you can update the state of the case and close the case. You can do the following: * From the State drop-down list, select Closed completed. * In the Work notes field, provide any additional information about the case. * In the Close notes field, enter the details when closing the case. * Select Complete case. {#gen-playbook-cases__ul_upc_dtv_d5b}Updates the case to Closed Completed. |
[ ]

{#gen-playbook-cases__table_bgd_tzx_ztb}