Unable to create entitlement after installing Customer Contracts and Entitlements plugin
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3 weeks ago
Strange one. Have logged a case with ServiceNow as well but just seeing if it's something obvious I have missed.
We have recently installed the Customer Contracts and Entitlements plugin to support adoption of Order Mangagement.
With this plugin, it's created an override on the "New" action on entitlements and disabled it. You can still navigate by .do to create an entry.
Checking the documentation, there is CSM docs saying you can create an entitlement and the plugin docs don't specifically say you can't be imply you would do it via workflows and APIs.
Am I missing something? Not all customer will adopt OMT so would still require entitlement creation through manual means.
I Know we could just enable the action but want to know if this is by design or an oversight.
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3 weeks ago
Hi @PeterWiles
ServiceNow intentionally disabled the “New” button for Entitlements when you install the plugin. They want you to create entitlements using automated processes—like workflows, APIs, or through Order Management—rather than clicking a button manually.
The .do method is a workaround: you can still create entitlements manually by entering the URL directly, but ServiceNow does not officially support this method. So it might work, but you could run into issues because it bypasses the checks and processes the plugin expects.
