Get to know ServiceNow Store labels and app availability

Claire_Conant · 11m ago

When you find an app you want in the ServiceNow Store, its status label tells you whether you can install it or need a license first. For new customers, every install starts with the standard Store terms and conditions, which you accept once for your company. After that, your contract decides which apps you can install and which need a license.

One acceptance covers your company

Once you've accepted the standard ServiceNow Store terms for your company, all free apps and paid apps included in your contract are available to install. Standard terms cover all apps, so you accept them only once. After you accept the terms in the Store, select Sync Now in Application Manager on your instance so the change shows up there.

See: What to know beyond the install button in Application Manager

Some apps have additional terms requiring acceptance

In addition to standard terms, a few apps might have custom terms that include vendor-specific requirements. Acceptance is required before these apps are available to install on your instance. Custom terms can vary by app, so you accept them separately by selecting Accept Terms on the app's page in the Store. Until you accept them, Application Manager shows App Terms Not Accepted and blocks the install or update.

What the Store labels mean

Labels such as Free to install, Licensed, and Request license show an app’s availability to your company. Trial available can appear alongside another label when you can try the app before installing it.

What you see	What it means
Free to install	These apps don't require a contract and are available to everyone.
Licensed	Your company has the required license for the app.
Trial available	You can request a trial of the app on a hosted non-production instance before purchasing a license. This label usually appears on paid app pages.
Request license	You need to request a license before you can install the app.
License requested	You've started a license request, and the purchase isn't complete yet.

After you request a license, the label changes to License requested, and then to Licensed when the purchase is complete.

Dependency apps install with the parent app

You don't need to install dependency apps separately. When you install the parent app, the installation details dialog lists the dependencies that install with it. Because dependency apps don't appear separately in the Store or Application Manager, searching for one won't return it.

Why an app shows on one instance and not another

If your company has multiple production instances, an app can be available on one instance and not another. This usually means the instance isn't mapped to the contract that includes the app. Your account manager can help you confirm which contract each instance is mapped to.

Managed Service Provider (MSP) and partner accounts can select Manage entitlements on the app's Store page to see which instances have access to the app. If you manage multiple instances, repeat the installation for each instance that needs the app.

Where to go from here

A blocked or missing app usually comes down to terms, contract status, or instance mapping. The Store shows whether an app is available to your company, while Application Manager shows what you can install on a specific instance. Checking the app's status and instance availability before you install or update it shows you what to expect.