Contract Entitlements

[PrathamjeetS]

I have a question about entitlement assignment to Cases

Here’s the scenario:

• We have one contract created.
• That contract has two separate entitlements for two different items.
• When a case is created through the catalog, it is automatically assigned to Entitlement A. This happens because the Account is related and Entitlement A is active.
• The problem is that Entitlement B is never used unless it is explicitly assigned to the case.

So my question is:
Whenever a case is created, do we have to manually assign the correct entitlement (via Flow or script), or is there a way to configure the system to automatically select the right entitlement on the cases created?

[pavani_paluri · Accepted solution]

Hi @PrathamjeetS ,

When a Case is created, the platform looks at the Account on the Case and any active Entitlements tied to that Account.

If multiple entitlements are valid, ServiceNow doesn’t “decide” which one to use. It just picks the first available entitlement that matches the account (what you’re seeing with Entitlement A being assigned every time).

Out-of-the-box, there’s no automatic logic to choose between multiple entitlements for a single case.

In your case you can try below options

Manual assignment (default OOTB): Yes, as you’ve seen, you can assign Entitlement B to the Case if needed. But that’s manual effort.

Flow Designer / Business Rule: Most customers configure logic to select the right entitlement automatically.

For example:

If the Case was created from a specific Catalog Item, assign Entitlement B.

If the Case is related to a specific Product/Service/CI, assign the matching Entitlement

.

This means adding custom logic in a Business Rule on Case. Insert or a Flow after Case creation.

Entitlement Configuration with Conditions

ServiceNow allows defining Entitlement Conditions (field values that must match for entitlement to apply).

If your business wants the entitlement to depend on the catalog item, product, or service, configure Entitlement Conditions first.
If that’s not flexible enough, then add a Flow/BR to set the entitlement field after case creation.

Mark it helpful if this helps you to understand. Accept solution if this give you the answer you're looking for

Kind Regards,

Pavani P

[PrathamjeetS]

Thank you @pavani_paluri!