Invoice case and invoice case line states

  • Release version: Yokohama
  • Updated January 30, 2025
  • 4 minutes to read
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    Summary of Invoice case and invoice case line states

    Invoice cases and their associated invoice case lines progress through various states that reflect the current stage of resolution. These states guide agents in managing the lifecycle of invoice-related issues, ensuring clear status tracking and appropriate actions at each step.

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    Invoice Case States

    • Draft: Initial state when creating an invoice case. Agents can submit the case to move it to New.
    • New: Case has been submitted and awaits assignment. Agents can assign the case to themselves, moving it to Work in Progress.
    • Work in Progress: Active resolution phase where agents can request more information (moving to Awaiting Info) or propose a solution (moving to Resolved).
    • Awaiting Info: Waiting for additional information from the contact. Upon receipt, the case moves back to Work in Progress.
    • Resolved: A proposed resolution has been communicated to the contact. The case can then be closed.
    • Closed: Resolution accepted and case finalized. All associated case lines must be in a final state (Resolved - Accepted, Resolved - Denied, or Canceled) before closing.
    • Canceled: Only invoice cases in Draft can be canceled, which also cancels all associated case lines.

    Invoice Case Line States

    • Draft: Default state when invoice case lines are created alongside a Draft invoice case.
    • New: Lines move here when the invoice case is submitted.
    • Work in Progress: Assigned agent is actively working on the line.
    • Awaiting Info: Awaiting additional information requested by the agent.
    • Resolved - Accepted: Change to the line has been accepted.
    • Resolved - Denied: Change to the line has been denied.
    • Canceled: The line has been canceled.

    Agents can manually update each invoice case line to Resolved - Accepted, Resolved - Denied, or Canceled.

    Synchronization Between Invoice Case and Case Lines

    • When an invoice case state changes, associated case lines update accordingly to maintain consistent status:
      • Draft case: Lines are created in Draft.
      • Submitting case (Draft to New): Lines in Draft also move to New.
      • Assigning case (New to Work in Progress): Lines move to Work in Progress.
      • Resolved case: All lines update to Resolved.
      • Closing case: Case can be closed only when all lines are in final states (Resolved - Accepted, Resolved - Denied, or Canceled).
      • Canceling case (only in Draft): Case and lines move to Canceled.

    This synchronization ensures that the overall invoice case status accurately reflects the collective status of all its lines, enabling clear tracking and management of invoice resolution processes.

    Invoice cases and invoice case lines move through several different states as agents work to resolve the individual case lines in invoice cases.

    Invoice case states

    Invoice cases can be in the states listed in the following table. Actions available on the invoice case record enable agents to move cases from one state to another.
    Table 1. Invoice case states
    State Description
    Draft The invoice case is in the Draft state.

    Select Submit Case on the invoice case record page to move the invoice case and all of the invoice case lines that are currently in the Draft state to New.
    New The invoice case has been submitted and is in the New state.

    Select Assign to me on the record page to assign the case to the logged-in user and move the invoice case and all of the invoice case lines currently in the New state to Work in Progress.
    Work in Progress The assigned agent is working on the invoice case.
    Select the following actions:
    • Request Information: Use this action to request additional information from the contact or consumer. The state moves to Awaiting Information.
    • Propose solution: Use this action to propose a resolution to the contact or consumer. The state moves from Work in Progress to Resolved.
    Awaiting Info The agent is waiting for the contact to provide the requested information for the invoice case.

    Select Information Received to move the invoice case back to Work in Progress.
    Resolved The agent has proposed a resolution for the invoice case to the contact.

    Select Close Case on the record page to move the invoice case to Closed.
    Closed The invoice case has been resolved and the resolution has been accepted by the contact.
    When all of the case lines for an invoice case are in a Final state, the case can be set to Closed. Final states include:
    • Resolved - Accepted
    • Resolved - Denied
    • Canceled
    Canceled The invoice case has been canceled.

    Select Cancel to cancel an invoice case.

    Note:
    You can only cancel invoice cases in the Draft state.

    Invoice case line states

    Invoice case lines can be in the states listed in the following table. The case lines in an invoice case can be in different states as the agent works to resolve each issue.
    Table 2. Invoice case line states
    State Description
    Draft The invoice case line is in the Draft state.

    When an invoice case is created and is in the Draft state, the associated invoice case lines are also in the Draft state.
    New The invoice case line is in the New state.

    When an invoice case is submitted and moved to the New state, the associated invoice case lines that are currently in Draft state are also moved to the New state.
    Work in Progress The assigned agent is working on the invoice case line.
    Awaiting Info The assigned agent has requested additional information about the invoice case line and is waiting for a response.
    Resolved - Accepted The change to the invoice case line has been accepted.
    Resolved - Denied The change to the invoice case line has been denied.
    Canceled The invoice case line has been canceled.
    Note:
    An agent can manually change the state of each invoice case line to Resolved - Accepted, Resolved - Denied, or Canceled. When all of the invoice case lines are in one of these states, the state of the invoice case changes to Resolved.

    Syncing the state of an invoice case with the invoice case lines

    State changes for an invoice case can result in state changes for the associated invoice case lines. These changes are detailed in the following table.

    Table 3. Invoice case and invoice case line states
    Invoice case state Invoice case line state
    Draft Saving a new invoice case creates the case in the Draft state. Invoice case lines for the invoice case are also created in the Draft state.
    New When an agent submits an invoice case, the state is updated from Draft to New. The states of the associated invoice case lines that are currently in Draft state are also set to New.
    Work in Progress When an agent selects Assign to me on an invoice case in the New state, the state is updated from New to Work in Progress. The states of the associated invoice case lines are also set to Work in Progress.

    If any of the case lines are set to Work in Progress, then the case is also set to Work in Progress.
    Resolved If a case is set to Resolved, the status of each of the case lines is also set to Resolved.

    If all of the case lines are Resolved, then the case is set to Resolved.
    Closed When all of the case lines for an invoice case are in a final state, the case can be set to Closed. Final states include:
    • Resolved - Accepted
    • Resolved - Denied
    • Canceled

    When an agent selects Close Case on an invoice case in the Solution Proposed state, the system updates the state to Closed.
    Canceled When a user selects Cancel on an invoice case in the Draft state, the system updates the state to canceled. States for the invoice case lines associated with the invoice case are also set to canceled.
    Note:
    You can only cancel invoice cases in the Draft state.