---
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


---

# Manage supplier cases from the Source-to-Pay Workspace

# Manage supplier cases from the Source-to-Pay Workspace {#ariaid-title1}

* Release version: Yokohama
* 
* Updated January 30, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 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 Manage Supplier Cases from the Source-to-Pay Workspace

The Source-to-Pay Workspace allows for the creation and management of supplier cases, enabling users to track supplier tasks, resolve issues, and facilitate communication.
Users can navigate to the Cases sub-module to view and manage these cases effectively.
Show full answer Show less  

## Key Features

* **Multi-tab Interface:** Each case opens in a separate tab, allowing easy navigation between cases.
* **Case Details Page:** Displays important sections including Playbook, Details, Supplier Information, Tasks, Related Cases, Approvals, Risk Assessments, and Draft Emails.
* **Activity Stream:** Shows all processing activities related to the case, filterable by post types and changes.
* **Supplier Overview:** Provides key supplier information, including risk ratings and contact details for better management.
* **Collaboration Tools:** A sidebar for discussions and agent assist functionality for quick information retrieval.
* **Case Management Options:** Users can create, submit, assign, complete, reopen, and manage related supplier cases directly from the workspace.

## Key Outcomes

By utilizing the Source-to-Pay Workspace, ServiceNow customers can enhance their supplier management processes, streamline case resolution, and improve collaboration among stakeholders. The structured approach to managing supplier cases supports effective risk assessment and ensures timely handling of supplier-related issues, ultimately leading to more efficient supplier lifecycle operations.  
You can create and manage supplier cases for suppliers in the Source-to-Pay Workspace.

On the Source-to-Pay Workspace List page, navigate to ListsCases and select any of the sub-modules to view a list of cases. Select the link to the case in the Number column to open the Case Details page.

For more information about viewing cases in the Source-to-Pay Workspace, see [View a supplier case from the Source-to-Pay Workspace](https://servicenow-prod.fluidtopics.net/3jmlNpu9EyCxd6GfCfDl7w "As a supplier manager, view a supplier case that requires your input or approval.").

The Case Details page contains the following options.  
{#managing-cases__table_zxk_1nb_nsb__entry__2}

| Option | Description |
|-|-|
| Multi-tab interface | When you select a link for a case, each case opens in a separate tab in the top-left corner, which enables you to easily navigate between multiple open cases. Each case displays information in the following tabs: * Playbook tab: Displays either the playbook to onboard a supplier or the generic playbook depending on the case type. For more information, see [Use the supplier onboarding playbook to onboard suppliers](https://servicenow-prod.fluidtopics.net/DOrPjhdXgSR5XG2uJ9BliQ#use-playbooks-onboard-supp "Supplier owners and supplier managers can use the supplier onboarding playbook to complete the tasks and activities that are needed to onboard new suppliers.") and [Case playbook for specific supplier case types](https://servicenow-prod.fluidtopics.net/QX73ZyWsvXolsU0d62fo8A "Source-to-Pay Workspace includes a generic case playbook to complete supplier cases of specific case types."). * Details tab: Contains the Supplier Case, Summary Details, and Resolution Information sections. * Supplier Case: Displays information about the supplier case. * Summary Details: Displays the parent case, related location, start and end dates for the case. * Resolution Information: Displays the resolution information and close notes for the case. {#managing-cases__ul_btv_zqb_nsb} * Supplier Information tab: Displays information about the supplier. For more information about this tab, see [Supplier Information tab](https://servicenow-prod.fluidtopics.net/tIgWw1r5x~Lfn~rZVxhCgQ "The Supplier Information tab shows details about the supplier and the supplier contact, a summary of all the open and overdue cases, and a list of all the cases by their priority."). * Supplier Tasks tab: Lists the supplier tasks for the supplier case. * Related Cases tab: Lists the child supplier cases related to the parent supplier case. If you've not installed Third-party Risk Management, the playbook creates supplier cases of types Risk assessment and Tiering assessment. The Supplier Risk Assessment and Supplier Tiering Assessment cases are child cases of the parent Onboard a Supplier case and are displayed on the Related Cases tab. The supplier owner or supplier manager assigns these assessment cases to the TPR assessor. * Approvals tab: Lists the approval records, their approval status, and the persons who need to approve this case. Important: Supplier Lifecycle Operations creates an approval record if the "Ask For Approval" action is a part of any SLO flow. This approval record can be approved by the user who belongs to the Supplier Administrators group (sys_user_group table). For more information, see [Add a user to a group](https://www.servicenow.com/docs/access?context=t_AddAUserToAGroup&version=yokohama&pubname=yokohama-platform-administration&ft:locale=en-US). * Risk Assessments tab: Displays the risk assessments for a supplier. If you have installed Third-party Risk Management, the playbook creates the risk assessment records and displays them in this tab. * Tiering Assessments tab: Displays the tiering assessments for a supplier. If you have installed Third-party Risk Management, the playbook creates the tiering assessment records and displays them in this tab. Note: The Risk Assessments and Tiering Assessments tabs are shown only for a supplier case of type Supplier onboarding. * Draft Emails tab: Displays a list of emails you saved as draft. * Documents tab: Enables you to manage supplier documents by uploading, updating and downloading the required documents {#managing-cases__ul_lp5_gqb_nsb} |
| Compose section | Contains the Comments and Work notes (Private) widgets. The text that you enter in the Comments section are visible to everyone. However, the text that you enter in the Work notes (Private section) are visible only to internal users; customers cannot view them. |
| Activity stream | Displays all the processing activities, conversations, and changes that have happened since the case was opened. You can filter activities by post types, field changes, and flagged activities. |
| Contextual side panel | This panel appears below the UI actions. Select the supplier overview icon (![Supplier overview icon.]()) to open the following panels: * Supplier overview: Displays the following information about the supplier. * Supplier: Name of the supplier. * Short description: Brief description about the supplier. * Risk rating: The risk rating of the supplier. The risk rating scale helps business users better understand risk assessment results. For example, in the default settings, risk scores in the 20 through 39 range indicate high risk, while scores in the 60 through 79 range indicate low risk. Depending on the risk score of the supplier, the following risk ratings are displayed: * 1 - Very High * 2 - High * 3 - Moderate * 4 - Low * 5 - Very Low {#managing-cases__ul_wcb_n51_t1c} For more information about risk ratings and risk scores, see [Set up risk rating scales for scoring](https://www.servicenow.com/docs/access?context=tprm-risk-rating-scales-config&version=yokohama&pubname=yokohama-governance-risk-compliance&ft:locale=en-US). * Onboarded: Status of whether the supplier is onboarded into the ERP system. The options are Yes or No. * DUNS number: Unique, 9-digit identifier for a supplier. * Website: Website of the supplier. * Industry: Industry to which the supplier belongs. * Country of Registration: The country in which the supplier is registered. {#managing-cases__ul_ddd_d51_t1c} * Supplier contacts: Displays information about the supplier contacts. An Admin label next to the contact's name indicates that the contact is a primary contact. If a supplier has more than five supplier contacts, the View all option is displayed. Select View all to view a list of all the contacts for the supplier. {#managing-cases__ul_gjm_p3q_bvb} Select the attachments icon (![Attachments icon.]()) to open the Attachments panel, which enables you to attach documents to the case. Select the agent assist icon (![Agent Assist icon.]()) to open the Agent Assist panel, which enables you to search for information across multiple sources such as catalog items, knowledge articles, supplier cases, problems, and open incidents. |
[Table 1. Case Details page options]

{#managing-cases__table_zxk_1nb_nsb}
* **[Supplier Information tab](https://servicenow-prod.fluidtopics.net/tIgWw1r5x~Lfn~rZVxhCgQ)**   
  The Supplier Information tab shows details about the supplier and the supplier contact, a summary of all the open and overdue cases, and a list of all the cases by their priority.
* **[Sidebar for supplier cases in the Source-to-Pay Workspace](https://servicenow-prod.fluidtopics.net/F8c8b9nRYUfWzL~XbZmE5Q)**   
  Sidebar enables stakeholders to collaborate with others by getting into discussions when working on supplier cases.
* **[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.
* **[Case playbook for specific supplier case types](https://servicenow-prod.fluidtopics.net/QX73ZyWsvXolsU0d62fo8A)**   
  Source-to-Pay Workspace includes a generic case playbook to complete supplier cases of specific case types.
* **[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.
* **[Assign a supplier case to yourself from the Source-to-Pay Workspace](https://servicenow-prod.fluidtopics.net/8RqAhvefQRYuisTfYH143A)**   
  As a supplier manager, assign a case to yourself and start working on it.
* **[Submit a supplier case from the Source-to-Pay Workspace](https://servicenow-prod.fluidtopics.net/FgURfkmZyTeGfWGAsvk95A)**   
  Submit a supplier case in Draft state to indicate that it is ready to be worked on.
* **[Complete a supplier case from the Source-to-Pay Workspace](https://servicenow-prod.fluidtopics.net/SoDUUhiovD4_CV2VTLAxlg)**   
  You can mark a supplier case as complete when you finish all the tasks related to that case.
* **[Reopen a supplier case from the Source-to-Pay Workspace](https://servicenow-prod.fluidtopics.net/nGTtiCyWdHmltiNYeCLzKg)**   
  Reopen a closed supplier case if you are not satisfied with the case resolution.
* **[Add a related case to a supplier case from the Source-to-Pay Workspace](https://servicenow-prod.fluidtopics.net/NYlowWSmeFaDgzWxJ018hw)**   
  If a supplier case has related cases, you can add them to that supplier case from the Source-to-Pay Workspace.
* **[View a supplier case from the Source-to-Pay Workspace](https://servicenow-prod.fluidtopics.net/3jmlNpu9EyCxd6GfCfDl7w)**   
  As a supplier manager, view a supplier case that requires your input or approval.

**Related concepts**   

* [Source-to-Pay Workspace Supplier page](https://servicenow-prod.fluidtopics.net/eacfrKN4WInuXxyZVv7sSQ "As a supplier manager, view all the information about a supplier, view supplier locations, manage cases, and view procurement information.")
* [Manage internal stakeholders](https://servicenow-prod.fluidtopics.net/XC9NyB0mF8Z7w749ucSynw "Internal stakeholders represent key relationship types associated with a supplier such as Business owner, Category manager, or Procurement manager. Mapping internal stakeholders to a unique relationship type enhances governance data visibility and facilitates effective relationship management with a supplier.")
* [Manage supplier contacts from the Source-to-Pay Workspace](https://servicenow-prod.fluidtopics.net/J6XliqOPhaE9eCA2VDhSeA "Add or remove contacts, elevate access or remove elevated access to contacts from the Source-to-Pay Workspace.")
* [Manage supplier tasks from the Source-to-Pay Workspace](https://servicenow-prod.fluidtopics.net/zktmcovm_xsgHKaaSMLuGA "You can create and manage tasks for suppliers and internal users in the Source-to-Pay Workspace.")
* [Interaction Management in Supplier Lifecycle Operations](https://servicenow-prod.fluidtopics.net/9f7OacouZG1qcRUjpkB2iQ "Interactions are a centralized location for all communication channels available in Source-to-Pay Workspace. Interaction Management involves managing supplier-related queries from different sources, such as an email, chat, message, or SMS.")
* [Composing emails with predefined content from the Source-to-Pay Workspace](https://servicenow-prod.fluidtopics.net/kDTcBAYQvfBXurYM_UzkTw "Insert predefined content into the message body of emails that you send from the email client in the Source-to-Pay Workspace.")
* [Overall supplier dashboard](https://servicenow-prod.fluidtopics.net/3kfDdqC7g19cZlK_7LafXQ "The Overall supplier dashboard provides a comprehensive view of the entire supplier base's performance in one centralized location, aggregating data across all suppliers to give you enterprise-wide insights.")
* [Emails view for supplier managers](https://servicenow-prod.fluidtopics.net/LI0dMtmer8Qr5pN2AFy68A "Supplier managers can access all emails including system-triggered emails, inbound replies, and error emails from the Source-to-Pay Workspace at case, task, and supplier levels.")
* [Case playbook for specific supplier case types](https://servicenow-prod.fluidtopics.net/QX73ZyWsvXolsU0d62fo8A "Source-to-Pay Workspace includes a generic case playbook to complete supplier cases of specific case types.")
* [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**   

* [Create a supplier from the Source-to-Pay Workspace](https://servicenow-prod.fluidtopics.net/J6YMIpJk14NbY4QrwrQVVQ "Create a supplier to quickly onboard the supplier using playbooks and start purchasing goods and services.")
* [Offboard a supplier from the Source-to-Pay Workspace](https://servicenow-prod.fluidtopics.net/dtYlXePMZ2L2_Qj9QoCbiw "Offboard a supplier due to performance issues or when you learn that the supplier follows practices that are inconsistent or unethical.")
* [Accept an incoming chat request from the Source-to-Pay Workspace](https://servicenow-prod.fluidtopics.net/B9h3TyLUAx9ddMmHaW~qRg "As a supplier fulfiller, accept an incoming chat request from the Supplier Manager Workspace Inbox to start a chat session with a supplier contact.")
* [Create supplier case from Universal Request](https://servicenow-prod.fluidtopics.net/gMSPqnhtSc5IguFJQZJNiw "Routing agents can create a supplier case from the Source-to-Pay Workspace to resolve a Universal Request.")
* [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.")

*[\>]: and then