--- 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 --- # Case playbook for specific supplier case types # Case playbook for specific supplier case types {#ariaid-title1} * Release version: Yokohama * * Updated January 30, 2025 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Case Playbook for Specific Supplier Case Types The Case Playbook for specific supplier case types within the Source-to-Pay Workspace provides structured, step-by-step guidance for managing supplier cases. It is specifically designed for handling cases such as supplier issues, support requests, and general inquiries, ensuring a streamlined process for resolution. Show full answer Show less ## Key Features * **Generic Supplier Case Flow:** The playbook includes a comprehensive flow outlining various stages and activities required to successfully close a supplier case. * **Case Types:** Available for specific case types: Supplier issue, Supplier support request, and General inquiry. * **Activity Management:** Key activities include reviewing cases, assigning them, notifying suppliers, and completing the case with detailed notes. ## Key Outcomes By utilizing the Case Playbook, ServiceNow customers can efficiently manage supplier cases, ensuring timely communication with suppliers and accurate documentation of case details. Customers can expect improved case resolution times and enhanced supplier collaboration through this structured approach. 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=yokohama&pubname=yokohama-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. | [Table 1. Stages in case playbook] {#gen-playbook-cases__table_bgd_tzx_ztb} **Related concepts** * [Manage supplier cases from the Source-to-Pay Workspace](https://servicenow-prod.fluidtopics.net/hrA2bAPVzieNA2dX76bH3w "You can create and manage supplier cases for suppliers in the Source-to-Pay Workspace.") * [Playbook for updating the supplier primary data](https://servicenow-prod.fluidtopics.net/fbpaN7KFiQLY1cN~_iiPhQ "Source-to-Pay Workspace includes a playbook that you use for updating the supplier primary data.") **Related tasks** * [Configure due dates for supplier cases](https://servicenow-prod.fluidtopics.net/ELlnMiPKrIu~bY8NDK4tWQ "Configure due dates for different case types so that the Due date field is auto-populated when you create supplier cases.") * [Create a case on behalf of a supplier from the Source-to-Pay Workspace](https://servicenow-prod.fluidtopics.net/HnJ6bQoEoLB~OH59DXyPug "Create a supplier case to track the progress of supplier tasks, resolve issues related to supplier products or services, and request additional information from a supplier.")