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Task - Request Payment

The Request Payment task can be used whenever payment is required as part of your case handling. It can be used to request payment from a user (by sending them a payment link), to take payment at the time the task is created, and to take a payment over the phone at some point in the future.

Note that the Request Payment task is assigned to a case manager/staff user, who then, as part of carrying out the task, requests payment from the user who raised the case. The task itself is not assigned to the user who needs to make the payment.

The currently supported payment providers are:

  • Adelante
  • Capita
  • Civica
  • Civica Estore
  • GovUK
  • Paypal

Set up your Payment Provider

This only needs to be done once when the task is first installed.

The Request Payment task has a single configuration End Point found at config.[environment].CaseManagementRequestPayment.getConfig

In this End Point, set the name of the payment provider you'd like to use in the paymentProvider property, for example:

config.paymentProvider = PaymentProviders.PAYPAL;

Then, in the same End Point, provide the relevant URLs, security keys and other settings for your chosen provider. Using PayPal as an example:

config.payPalSettings.settings = [{
    settingsId: "1",
    clientId: "my-client-id",
    clientSecret: "my-client-secret",
    oauthUrl: "",
    paymentRequestUrl: "",
    paymentExecuteUrl: ""

When someone completes the Request Payment task and chooses to pay by card, they'll be redirected to this payment provider.

Card Reference Number Option

Normally when payment is taken by card, whether that's the user or staff member making payment, you will be forwarded to the payment provider described above.

If payment is being made in an entirely seperate system and all the task needs to do is hold a record of that payment, set the cardReferenceCapture option as true. This will allow the user to enter a reference number and will not redirect to the payment provider.

config.formOptions = {
    requestPayment: {},
    makePayment: {
        cardReferenceCapture: true

Adding the Task to your Case Type Configuration

To make the Request Payment task available in a case, edit your case type configuration via the Configuration Manager.

In the Tasks section pick "Add existing task", then choose "Request Payment" from the drop-down.

Add Request Payment

The configuration form then guides you through setting up the task name, SLAs, and assignment options. These standard settings are described in the Tasks section.

Request Payment Options

The final page of the task configuration sets Request Payment specific options.

Select a ConfigurationThis drop-down lists options from the Request Payment configuration End Point. If you have General Ledger codes set up, you can pick the code the payment should be assigned to
Type of PaymentPick one of the following:
  • Bespoke - the staff member can enter the payment amount that's due
  • Fixed - the task will always request this amount to be paid
  • Min/Max Range - the staff member can enter a payment amount within this range
  • Multiple Options - enter a series of names and amounts, the staff member can pick the amount from a list when they carry out the task
Auto-cancelYou can set the task to be cancelled after an elapsed number of calendar days
SLA OptionsOnce a payment has been requested, whether or not the case SLA should be paused. Once payment has been made, the SLA will resume
Case ClosureThis setting works with the auto-cancel settings. If you set the task to be cancelled after a certain number of days you can also force the case to close too. If there are outstanding tasks that cannot be cancelled they will need to be completed before the case closes
Staff Payment GroupsEnter a list of staff user group names. Users in these groups will be able to take payments once they have found a case via the case search
Confirmation EmailWhether or not successful payment should send an email

Creating the Task in your Case

When a case manager is working on a case they are able to create tasks, as described in Case Tasks. The options will vary depending on how you have configured your case type, but generally the case manager will be able to choose who the task should be assigned to, enter a summary of what needs to be done, and choose whether or not case details are passed to the task user.

Note that the user the task is assigned to is a member of staff who will then request payment from someone. The task should not be assigned to the user who needs to make the payment.

Requesting Payment

Once the task has been created and assigned, the task user can then take a number of actions.

The task form lets the user enter a description, a payment amount (see the payment configuration options table above), and further details about the request. The description appears in the email sent to the person who needs to make payment, the description and details fields appear on the forms users complete to make payment.

Task Actions

The staff member can do the following.

Send Request

This button will only appear if the case includes an email address for the user who raised the case. Email addresses are captured in the form_EMAILADDRESS field in the form that raises a case. They can also be updated or added by the case manager on the Case Details page.

The emails generated by the Request Payment task use the templates found in the "Case Management - Tasks" section of the Comms Template Manager.

Once the email has been sent, the task view in the case management interface displays "Pending payment".

The email includes a link to the payment form, which displays the description, details, amount and date requested.

Payment Required

The "Pay now" button links to your configured payment provider.

Take Payment Now

This action displays the same information as sending a payment request to the user. It is designed for staff members to log payments or take payment over the phone.

Card payments link to your configured payment provider with MOTO/cardholder not present settings enabled if required. Cash payments require a reference number be added when the payment is logged.


The task is cancelled. Payment is not taken and the case manager will have to raise the task again.


Close the task view and return to the Self Service article.

Taking Payment from Case Search Results

It might happen that the user who received the payment request email contacts you rather than use the emailed payment link.

Use the Case Search to find the case.

When viewing the case details, open the Tasks tab and find the Request Payment task.

Request Payment Task List

Viewing the task will display the same information as the "Take Payment Now" option, allowing the member of staff to take a cash or card payment.

Users who need to take payment from the case search results need to be members of one of the Staff Payment Groups described in the configuration settings above.

Last modified on November 03, 2023

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