---
title: Configure the invoice dispute resolution extension point
description: Implement the invoice case resolution extension point to enable the invoice dispute intake assistant AI agent to resolve a validated quantity dispute by issuing a credit note or placing an order for the disputed quantity.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/order-management/configure-invoice-case-resolution-ep.html
release: australia
topic_type: task
last_updated: "2026-05-25"
reading_time_minutes: 2
keywords: [ServiceNow Otto, AI Agents, generative AI, agentic AI]
breadcrumb: [Configuring the Manage Invoice Operations application, Business Portal, Configure, Sales Customer Relationship Management]
---

# Configure the invoice dispute resolution extension point

Implement the invoice case resolution extension point to enable the invoice dispute intake assistant AI agent to resolve a validated quantity dispute by issuing a credit note or placing an order for the disputed quantity.

## Before you begin

The application scope must be set to Manage Invoice Operations. You can change the application scope using the application picker \[Omitted image "globe-outline-24.svg"\] Alt text: in the Unified Navigation bar.

Role required: admin

## About this task

The demo data for the Manage Invoice Operations application includes a sample implementation called invoiceCaseResolutionEP as part of the sn\_inv\_ops\_aias.invoiceCaseResolutionEP extension point. To enable real-world resolution of validated invoice disputes, such as issuing credit notes or placing orders through your external systems, replace the demo implementation with your own custom logic.

## Procedure

1.  Log in to the ServiceNow instance.

2.  Navigate to **All** > **System Extension Points** > **Scripted Extension Points**.

3.  Search for the sn\_inv\_ops\_aias.invoiceCaseResolutionEP scripted extension point in the **API Name** field.

4.  View the sample script included in the demo data by selecting **sn\_inv\_ops\_aias.invoiceCaseResolutionEP**.

5.  Create your own implementation of the extension point by selecting the **Create implementation** related link.

6.  On the Script Include form, fill in the fields.

    For a description of the Script Include form fields, see [Script includes](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/api-reference/scripts/c_ScriptIncludes.md).

7.  Override the processInvoiceDisputeResolution function to implement your resolution logic for validated invoice quantity disputes.

    -   **processInvoiceDisputeResolution**

        Placeholder function meant to be overridden. Use this placeholder to implement the logic to resolve a validated invoice quantity dispute by processing the customer's preferred resolution option, such as issuing a credit note or placing an order for the disputed quantity.

        Input:

        ```
        {
            "invoiceCase": <Invoice case number of the invoice case record>,
            "resolutionOption": <String value representing the resolution option selected by the customer>,
            "conversationSummary": <Optional. String containing the summarized transcript of the complete conversation.>
        }
        ```

        Output:

        ```
        {
            "hasResolved": <Boolean; true if the resolution was processed successfully, false if the resolution failed>,
            "creditNote": <String containing the generated credit note number>,
            "orderNumber": <String containing the generated order number>
        }
        ```

8.  Select **Update**.

9.  Validate your implementation by submitting an invoice dispute from the Business Portal and selecting a resolution option using the ServiceNow Otto Virtual Agent.

    For more information, see [Dispute invoice issues using ServiceNow Otto Virtual Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/dispute-invoice-issues-now-assist.md).


**Parent Topic:**[Configuring the Manage Invoice Operations application](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/configuring-manage-invoice-operations.md)

**Related topics**  


[Using extension points to extend application functionality](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/api-reference/web-services/extension-points.md)

[Creating and adding a scripted extension point](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/api-reference/web-services/impl-scripted-ext-pts-base-code.md)