---
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 case categories and subcategories

# Invoice case categories and subcategories {#ariaid-title1}

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

An agent and Accounts Payable Specialist can
access and work on the invoice cases in the Accounts Payable workspace.

The following table provides information about the invoice case categories and
subcategories, when the cases are created, and which roles can access and work on these
cases.
{#working-with-cases__table_nsd_4my_lvb__entry__4}

| Category | Subcategory | Role | Description |
|-|-|-|-|
| Inquiry | * Payment inquiry * Invoice inquiry * Expedite payment request * Payment terms issue * Invoice entry assistance {#working-with-cases__ul_b3p_wmy_lvb} | Agent \[sn_ap_cm.agent\] | You can view the invoice inquiry cases in the Source-to-Pay Workspace. For more information, see [Invoice inquiry cases](https://servicenow-prod.fluidtopics.net/DhT5ufTj_UXOTf0C_zKsqw "Invoice inquiry cases help you resolve invoice-related issues raised by the suppliers or employees."). |
| Invoice automation | Invoice processing | Accounts Payable Specialist \[sn_ap_apm.accounts_payable_specialist\] | You can view the manual invoice ingestion cases in the Source-to-Pay Workspace. For more information, see [Invoice processing cases](https://servicenow-prod.fluidtopics.net/NoqhBRYN5hAl9N4lAyFhkg "Typically, Accounts Payable Operations integration with Document Intelligence automatically creates the invoice processing case by extracting data from the invoice that you receive as an attachment via email. However, the Accounts Payable Specialist may need to manually create a new invoice or update details of a partially created invoice in situations where the automated invoice creation process encounters issues or is not available."). |
[Table 1. Account Payables cases]

{#working-with-cases__table_nsd_4my_lvb}  
To view the invoice cases, do the following:

1. Navigate to Accounts Payable OperationsAccounts Payable Workspace.
2. Select the list icon (![List icon]()).
3. Do one of the following:
   * As an Accounts Payable Specialist:
     * Navigate to ListsMy WorkOpen cases
     * Navigate to ListsAll WorkCases.

     Open invoice cases under My work.

     All invoice cases under All work.
   * As an agent, you can view inquiry cases:
     * Navigate to ListsMy WorkOpen cases
     * Navigate to ListsAll WorkCases

       With Invoice Case Management, agents can manage and work on their assigned invoice cases, request more information from suppliers or employees, and create and assign tasks to users using the Accounts
       Payable workspace.
**Related concepts**   

* [Using Invoice Case Management](https://servicenow-prod.fluidtopics.net/F2To1EesNPWzTAdSlkAxxw "Agents can use Invoice Case Management to manage and work on invoice inquiry cases raised by employees and suppliers to resolve issues related to invoices.")
* [Using Accounts Payable Invoice Processing](https://servicenow-prod.fluidtopics.net/j7fXn5ce4LaeLlLo8d1KOw "Accounts Payable Specialists can use the Accounts Payable Invoice Processing application to manage and work on invoice processing cases to perform end-to-end invoice processing, from invoice ingestion to approval.")
* [Advanced Work Assignment in Accounts Payable Operations](https://servicenow-prod.fluidtopics.net/lhR8yPdETF~ii3Ov_vkGDQ "Advanced Work Assignment (AWA) automatically assigns work items to Accounts Payable Operations agents based on their availability, capacity and skills. AWA pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. The work items are available in Agent workspace inbox.")
* [Using Advanced Work Assignment for Accounts Payable Operations](https://servicenow-prod.fluidtopics.net/50n~uU9BLIAbbFi~zPjz7g "AWA enables suppliers to interact with Accounts Payable Operations agents inquire or resolve invoice-related queries.")
* [Interaction management in Accounts Payable Operations](https://servicenow-prod.fluidtopics.net/bH~NSUo9inlbOJRl2VcxkA "Any request for assistance made to an Accounts Payable specialist via email, chat, phone is logged in an auto-generated interaction record. Agents can choose to create a case from the interaction record, create a request, and associate an interaction record with an existing invoice case record.")
* [Composing emails with predefined content from the Source-to-Pay Workspace](https://servicenow-prod.fluidtopics.net/VYy_aifSV8ndHbwur5XCSQ "Insert predefined content into the message body of emails that you send from the email client in the Source-to-Pay Workspace.")
* [Universal Request in Accounts Payable Operations](https://servicenow-prod.fluidtopics.net/UzMv9rhcIiOoPScJLLHcXA "The ServiceNow Universal Request (UR) feature transforms fragmented service intake into a centralized, intelligent, and scalable experience for invoice case management.")
* [Playbook for updating the invoice primary data](https://servicenow-prod.fluidtopics.net/5m7~hBfZdOLHaMjxeD3bLQ "Playbooks provide Accounts Payable admins or specialists to visualize invoice processing workflows in a simplified, task-oriented, actionable view.")
* [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.")  
**Related tasks**   

* [Create a knowledge base article about invoice](https://servicenow-prod.fluidtopics.net/iLTT0HUTfRaNggoixzVtog "Create a knowledge base article to share invoice information and policies with your employees and suppliers.")
* [Configure Advanced Work Assignment for Accounts Payable Operations](https://servicenow-prod.fluidtopics.net/NQ4kEp815L0WME0Q69NpgA "Configure AWA for APO to ensure that requests or queries received via email, chat, messenger are routed to the respective APO agents belonging to defined groups.")
* [Working with Advanced Work Assignment](https://servicenow-prod.fluidtopics.net/Rs4VroKmQ6Xe4IZdwKvTng "Suppliers interact with APO agents for invoice inquiry cases using the live chat.")

*[\>]: and then