Major Updates to Application Manager & Store
Introduction
Imagine discovering every app your business needs—right in your instance, with zero friction. That’s now a reality. With the latest updates to Application Manager and the Store, those pain points are now a thing of the past. Early results show a dramatic reduction in support cases and a surge in customer satisfaction, as teams can finally focus on innovation instead of administrative hurdles. Approval and entitlement flows no longer require multiple trips between your Instance and the Store.
What’s New?
Unified Terms & Conditions Acceptance
- Company-Level Agreement: Customers now agree to Store Terms & Conditions (T&Cs) once at the company level, rather than for each app or update. This eliminates repetitive acceptance flows, speeding up onboarding.
- No More “Get” Button: The “Get” button flow has been removed. Apps are automatically visible in Application Manager after T&Cs are accepted, streamlining the discovery and installation process.
Full App Visibility in Application Manager
- All Store Apps Displayed: Once Store T&Cs are signed, all available Store apps are visible in Application Manager, making it easier for Platform Owners and Developers to find and install what they need.
- Granular Indicators: Application Manager now includes clear indicators for installation prerequisites and errors (e.g., license status, compatibility, T&Cs acceptance), helping users self-serve and resolve issues faster. (See KB1438103 for all indicators available)
Actionable Error Messages & Indicators
- Comprehensive Messaging: Users receive actionable messages for common issues such as licensing, compatibility, trial status, and vendor approvals. These indicators guide users through resolution steps, reducing support cases and confusion.
- Self-Guided Flows: The Store now features clear steps to get paid apps, trials, products, custom terms, and demos, ensuring clarity and consistency for every scenario.
Use Cases: How These Enhancements Benefit Platform Owners
- Rapid App Discovery and Installation
Scenario:
A Platform Owner needs to quickly deploy a new app to support a business initiative. Previously, each app required a separate “Get” button flow and acceptance of Terms & Conditions, which slowed down deployment and created confusion.
Enhancement & Benefit:
With the new Store experience, once the company-level Store Terms & Conditions are accepted, all available apps are instantly visible in Application Manager. There’s no need to repeat the acceptance process for each app or update.
- Faster time-to-value: Platform Owners can discover and install apps immediately, accelerating project timelines.
- Reduced administrative overhead: No more repetitive T&C acceptance or manual steps for each app.
- Self-Service Troubleshooting and Error Resolution
Scenario:
A Platform Owner encounters installation issues—such as missing licenses, compatibility errors, or pending approvals—and previously had to contact support or navigate multiple systems to resolve them.
Enhancement & Benefit:
Application Manager now provides granular indicators and actionable error messages for every app.
- Empowered self-service: Platform Owners can resolve most issues independently, reducing reliance on support teams.
- Clear guidance: Actionable messages help users understand exactly what’s needed to unblock installations.
- Unified Terms & Conditions Management
Scenario:
A Platform Owner manages multiple apps across different teams. Previously, each app or update required separate T&C acceptance, leading to compliance risks and missed updates.
Enhancement & Benefit:
All Store apps now fall under a single, company-level Store Terms of Use. Updates to terms are managed centrally, and users only need to sign once.
- Simplified compliance: Ensures all users are covered by the latest terms, reducing legal and operational risk.
- Streamlined onboarding: New apps and updates are available without additional paperwork or manual intervention.
- Efficient Management of Paid Apps, Trials, and Custom Terms
Scenario:
A Platform Owner wants to evaluate a paid app or start a trial. Previously, the process involved multiple steps, unclear approval flows, and manual tracking.
Enhancement & Benefit:
Self-guided flows for paid apps, trials, and custom terms provide clarity and consistency. Indicators show the status of purchases, trials, approvals, and expirations.
- Transparency: Owners can track the status of purchases and trials directly in Application Manager.
- Reduced friction: Clear flows and messaging minimize delays and confusion.
See flows for Paid Apps, Trials, Products, and Custom Terms below:
5. Access to Requestors' contact info: How to know who requested your application?
Scenario:
You offer a free Content Pack on the ServiceNow Store that only works when the customer also has your paid app installed. Previously, when a prospect clicked the “Get” button for the Content Pack, you received both an email notification and a matching purchase record in TPP. That record included the requester’s primary contact details, which allowed you to proactively reach out, guide them through starting the paid‑app trial, and ensure they installed the dependency in the correct order.
How to identify the requester today:
Now, even though the Get button has been removed, you (Partners) can still identify who requested or installed the Content Pack. The Install Report within TPP continues to provide access to the requester’s primary customer email address (their company email), allowing follow-up with instructions and support as before.
Key Takeaways for Platform Owners & Developers
- Accelerated innovation: Less time spent on administrative tasks means more time for strategic work.
- Greater control: Platform Owners can manage apps, licenses, and compliance from a single interface.
- Improved user experience: Fewer support cases and clearer guidance lead to higher satisfaction for both owners and end users.
FAQs & Troubleshooting
- Support Resources: For questions, troubleshooting, or feedback, customers can raise defects, submit feedback, or reach out directly to the Store Product Managers.
For more details or to provide feedback, connect with the Store Product Management team.
Additional References:
KB1438103 - How to install or update ServiceNow Store apps
