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

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Finance and Supply Chain

ft:clusterId :

    - stpop

bundleId :

    - stpop

workflow :

    - Employee


---

# Work on an invoice inquiry case

# Work on an invoice inquiry case {#ariaid-title1}

* Release version: Yokohama
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

Work on an invoice inquiry case to resolve an issue raised by the suppliers or
employees.

## Before you begin

Role required: sn_ap_cm.agent or sn_ap_cm.admin

## About this task

An invoice case with a category of Inquiry is referred to as an invoice inquiry case.

Typically, an invoice inquiry case is automatically created when you receive an inquiry email. However, the agent can also manually create an invoice inquiry case from the Source-to-Pay Workspace. For more information, see [Create an invoice inquiry case manually](https://servicenow-prod.fluidtopics.net/Kf_10oTd9r0E9kh4J9dcTw "Create invoice inquiry cases to address and respond to questions related to invoices and payment.").

## Procedure

1. Navigate to AllAccounts Payable OperationsAccounts Payable Workspace.
2. Select the list icon (![List icon]()).
3. Do one of the following:  
   * Navigate to ListsMy WorkOpen cases.
   * Navigate to ListsAll WorkCases.
4. Open an invoice inquiry case to work on.
5. Do one of the following:  
   * To assign the case to yourself, select Assign to me.
   * If the case is assigned to you by the Accounts Payable Specialist, you can start working on the case by selecting Accept.

   The case moves to the Work in progress state.
6. Do one of the following:  
   * Request more information about the invoice inquiry case from the requester. For more information, see [Request additional information from the requester for an invoice inquiry case](https://servicenow-prod.fluidtopics.net/sNCXV2VuxWN~f_BDhJBu9A "Request additional information from the requester to continue working on the case.").

     The state of the case updates to Awaiting requester info.
   * Submit the invoice inquiry case for an internal review. For more information, see [Submit an invoice inquiry case for an internal review](https://servicenow-prod.fluidtopics.net/uAgHkmZ6AvRnmu6JFpUdGg "Submit an invoice inquiry case for an internal review by creating a review task and assigning it to the reviewers.").

     The state of the case updates to Awaiting internal info.
   * Create an invoice task and assign it to a user or group to resolve the invoice inquiry case. For more information, see [Create an invoice task](https://servicenow-prod.fluidtopics.net/yo0XenLBn5RJY7fd0r1DIA "Create an invoice task and assign it to a user or group to resolve an invoice inquiry case.").
   * AP specialist closes the inquiry case and if the system property sn_ap_cm.awaiting_acceptance_enabled is enabled, then the invoice inquiry state changes to awaiting acceptance, and the supplier receives an inquiry task in the Supplier Collaboration portal. If the supplier confirms the state of the invoice inquiry changes then the invoice is closed, otherwise the state of the invoice inquiry changes to Work in Progress.
   * The state of an inquiry case changes fromAwaiting requester info andAwaiting internal info to Work in progress in the following scenarios:
     * An email reply from a requester triggers an action to move the inquiry case state to Work in progress.
     * When all inquiry tasks are closed, the inquiry case state is automatically changed to Work in progress.
     * An agent can manually change the inquiry state from Awaiting requester info to Work in progress.
     {#work-inquiry-case__ul_u3d_lcg_ydc}
   {#work-inquiry-case__ul_yp1_hz1_rvb}
7. Close an invoice inquiry case when all the activities and tasks for resolving the case are completed.  
   For more information, see [Close an invoice inquiry case](https://servicenow-prod.fluidtopics.net/2ef_K~wQYhHoRnGLJBTjOA "Close an invoice inquiry case when all the activities and tasks for resolving the case are completed.").  
   The inquiry case and related tasks are closed successfully.
**Related concepts**   

* [Using Supplier Collaboration Portal in APO](https://servicenow-prod.fluidtopics.net/NokqWFGGKnfIfW7o3UZWuA "The Supplier Collaboration portal application integrated with Accounts Payable Operations provides seamless interaction between Account Payable Specialist and supplier in creating invoice inquiry case, submit new invoice, resolving case tasks and exception tasks.")

*[\>]: and then