---
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


---

# Invoice inquiry cases

# Invoice inquiry cases {#ariaid-title1}

* Release version: Yokohama
* 
* Updated January 30, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Invoice inquiry cases help you resolve invoice-related issues raised by the suppliers or
employees.  
When you receive an email for an inquiry, the application automatically creates an invoice case with a category of Inquiry and one of the following sub-categories:

* Payment inquiry
* Invoice inquiry
* Expedite payment request
* Payment terms issue
* Invoice entry assistance
* Other

{#work-with-inquiry-cases__ul_y34_vry_svb}  
Note:  
An invoice case with a category of Inquiry is referred to as an invoice inquiry case.

However, an agent \[sn_ap_cm.agent\] can manually create invoice inquiry cases and work on them or create Accounts Payable tasks for those cases and assign them to a user or group. 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.").

## Invoice inquiry case life cycle {#work-with-inquiry-cases__section_bdl_3cg_rvb}

The following figure illustrates the various states that the invoice inquiry case goes through during its life cycle, from its creation to closure.Figure 1. Invoice inquiry case life cycle
{#work-with-inquiry-cases__table_nkc_lcg_rvb__entry__2}

| State | Description |
|-|-|
| New | The case is created. |
| Assigned | The case is assigned. |
| Work in progress | The case is being worked on. |
| Awaiting requester info | The agent needs more information from the requester to continue working on the case. |
| Awaiting internal info | The agent is waiting for the internal review on the case to complete. |
| Closed complete | The case is closed by entering the closure code. |
| Closed incomplete | The case is marked as incomplete by entering the closure code. Providing the closure details is required when you mark a case as Close incomplete. |
| Canceled | The case is a duplicate, created in error, or no longer required. |
[Table 1. Invoice inquiry case states]

{#work-with-inquiry-cases__table_nkc_lcg_rvb}
* **[Work on an invoice inquiry case](https://servicenow-prod.fluidtopics.net/sP5ceMLzj6c3~iLGVBx1EQ)**   
  Work on an invoice inquiry case to resolve an issue raised by the suppliers or employees.
* **[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.
* **[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.
* **[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.
* **[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.
* **[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.