Customer Life Cycle Management Workflows release notes

  • Release version: Store
  • Updated August 6, 2026
  • 4 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Customer Life Cycle Management Workflows Release Notes

    The Customer Life Cycle Management Workflows application on the ServiceNow Store offers comprehensive lifecycle management for sold products and product inventories. It enables customers to efficiently manage configurations, modifications, suspensions, resumptions, and disconnections of sold products and associated orders or quotes. The application supports complex scenarios such as ramps, renewals, and pricing adjustments, providing enhanced agent workspace capabilities and improved reliability in quote and order processing.

    Show full answer Show less

    Key Features

    • Lifecycle Actions: Create and manage Modify, Suspend, Resume, and Disconnect orders or quotes for single or multiple root-level sold products and product inventory records, including those associated with service specifications.
    • Multi-selection Support: Perform batch actions like Suspend, Resume, and Disconnect on multiple sold products or product inventory records simultaneously, improving operational efficiency.
    • Enhanced Agent Workspace: Hierarchical views for Sold Products and Product Inventory simplify navigation and management of complex product relationships in configurable workspaces.
    • State Management: Sold product states are aligned with subscription start and end dates, automatically setting states such as In-Preparation or Active based on timing, ensuring accurate lifecycle tracking.
    • Pricing and Quote Improvements: Accurate pricing adjustments during quote changes without duplicates, proper handling of cancelled lines, and correct currency display in upsell quotes.
    • MACD Flows Support: Robust support for Modify, Add, Change, and Delete flows on both sold products and product inventory records, with improved mappings for Delta pricing and sales agreement lines.
    • Tracking and Monitoring: Use of the Sales and Order Management Request Tracker table to monitor the status of lifecycle flows on sold products and product inventory records.

    Enhancements and Fixes

    • Fixed defects related to ramp schedules, currency display, quote editor freezing, and order fulfillment flows to improve reliability and user experience.
    • Resolved issues with sales order management processes, including ramp and split use cases, ensuring accurate state determination and reconfiguration handling.
    • Minor performance enhancements and bug fixes across multiple versions to maintain smooth operation and compatibility.

    Practical Impact for ServiceNow Customers

    Customers using the Customer Life Cycle Management Workflows can expect streamlined management of product lifecycle events with improved accuracy in pricing, order, and quote processing. The ability to perform batch actions and enhanced workspace views simplifies complex product management tasks. These improvements reduce errors and increase operational efficiency, helping customers better meet their business needs for product lifecycle and subscription management.

    Version history for the Customer Life Cycle Management Workflows application on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 5.4.92 - August 2026
    • Fixed:
      • Improved reliability of reconfiguring renewed lines that include ramps.
      • Pricing adjustments on sold products are now correctly updated during quote change flows instead of creating duplicates.
      • Cancelled lines are no longer incorrectly included as negative pricing adjustments.
    Version 5.4.65 - July 2026
    • Following defects are fixed:
      • Ramp schedules were lost when upsell quotes were edited or created.
      • Some upsell quotes were displaying the wrong currency or leaving out products. That has been corrected, and the upsell now matches the original quote.
      • The quote editor was freezing for certain quote types, and some quotes were not completing. Both issues have been resolved, so quotes now open and process normally.
    Version 5.4.0 - June 2026
    • New: Enhanced the agent workspace with a hierarchical view for Sold Products and Product Inventory, making it easier to navigate and manage complex product relationships in configurable workspaces.
    • Changed: Refined the Modify action for Sold Products to ensure only root-level records can be modified. The option is automatically hidden or disabled for child records across all views, preventing unintended modifications to dependent records.
    • Fixed: Fixed defects in order fulfillment flows.
    Version 5.3.30 - May 2026
    • Changed:
      • Resolved defects within the sales order management processes, related to ramps and split use cases.
      • The sold product state is now determined based on the start and end dates if populated in change order fulfillment.
      • Handled line actions and line types in renewal reconfiguration for swap use cases and amend use cases
    Version 5.3.0 - April 2026
    • Changed:
      • Minor Enhancements in the following use-cases:
        • Order and quote renewal reconfiguration
        • Split scenarios for ramps.
    Version 5.2.0 - March 2026
    • Changed:
      • Sold Product states now align with the subscription start date, ensuring accurate lifecycle management. WhenStart Date andEnd Date are populated on the Order Line Item and the Start Date is in the future, the Sold Product is created in theIn-Preparation state; if today or in the past, it is created in theActive state.
      • Minor enhancements.
    Version 5.1.2 - January 2026
    Changed: Minor defect fix.
    Version 5.1.1 - December 2025
    Changed: Minor enhancements.
    Version 4.3.0 - August 2025

    New:

    • Improved mappings to support Delta pricing in the MACD Flows.
      • Added Sold Product Adjustment table entity mappings to the MACD Flows.

    Changed:

    • Expanded support for the following columns in the Order to SP and Quote to SP MACD Flows.
        • Unit base price
        • Unit list price
        • Sales agreement line

    Fixes: Fixed minor bugs.

    Version 2.3.0 - August 2025
    Fixed: Minor fixes and improvements.
    Version 4.2.0 - May 2025
    Minor fixes and improvements.
    Version 2.2.0 - May 2025
    Minor fixes and improvements.
    Version 4.0.0 - February 2025
    • Create a Modify, Suspend, Resume, and Disconnect order for single or multiple root product inventory records that are associated with a service specification.
    • Select multiple root product inventories to perform the Modify action to create both orders and quotes.
    • Track the status of the Modify, Suspend, Resume, and Disconnect flows on sold products and product inventory record by using the Sales and Order Management Request Tracker (sn_tmt_core_inbound_queue) table.
    • The Specification class field on the Product Inventory related list provides information on whether the selected product inventory record has a product specification or service specification that is associated with it.
    Version 2.0.0 - November 2024
    • MACD on Product Inventory records
      • Perform Modify, Suspend, Resume, and Disconnect actions on product inventory records from the Product Inventories related list.
        • Note: If you're using the Washington or Xanadu releases, you can manually add the Product Inventories related list. If you wish to retain both the Product Inventories and Sold Products related lists, you can filter out the product inventory records from the Sold Products list and then use the Product Inventories related list to perform MACD actions. The Product Inventories related list will be available out of the box starting with the Yokohama release.
      • Enable quote or order generation with the Modify action on product inventory records.
      • Enable the multi-selection of product inventory records to perform the Suspend, Resume, and Disconnect actions.
    Version 1.3.1 - August 2024
    • New: MACD flows can be performed on sold products that have a specification associated with it. Upgrade to Xanadu to enable MACD flows for configuring sold products with specifications.
    • Changed: Users can now select multiple sold products at the same time to trigger the Suspend, Resume, and Disconnect flows.
    Version 1.2.1 - May 2024
    • New: Enable the creation of quotes through the sold product 'modify' flow.
    • Changed: Sold product modify flow only resulted in order modifications in the version 1 release. Starting from version 2, the modify flow can result in a quote or an order, depending on the result of the decision table "Sold Product Modify Flow Policy".
    • Fixed: Performance enhancements in Order to Sold product flows.
    Version 1.0.0 - February 2024

    Provides workflows to manage the life cycle of sold products by updating their configurations and to suspend, resume, and disconnect the sold product to meet customer's business needs.