Entitlement form

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Entitlement form

    The Entitlement form in Customer Contracts and Entitlements enables you to create and manage entitlements tied to customer agreements. It captures essential details about the entitlement, associated products, contracts, accounts or consumers, and service locations. This form is crucial for tracking the lifecycle and state of entitlements, ensuring alignment with customer contracts and subscription terms.

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    Key Features

    • Identification and Association: Enter the entitlement name, linked product, and the unique internal contract number (non-editable). The entitlement can be tied to either an account or a consumer, with options to create new records if none exist.
    • Service and Product Details: Specify the service or installation location and manually configure the product specification mapped to the sold product.
    • Contract Line and State Management: Link the entitlement to a customer contract line and track its state (Draft, Active, Expired, Canceled, Suspended), which inherits the state from the parent contract line.
    • Duration: Define activation (start date) and expiration (end date) for the entitlement.
    • Sold Entitlement and Product Offer: View the sold product linked to the entitlement (read-only if created manually) and the mapped product offering related to the order line item.
    • Renewal Tracking: Manage renewals by referencing the base service entitlement (Renewal root) and the immediate previous entitlement (Renewed from), facilitating accurate renewal history and pricing review.

    Subscription and Pricing Details

    • Validity and Subscription Dates: Monitor the validity term in months along with subscription start and end dates for contract tracking.
    • Price List and Unit Pricing: Associate a price list and specify the net price per unit for the product offering.
    • Pricing Method and Periodicity: Define whether pricing is one-time or recurring. For recurring pricing, set the periodicity (monthly, quarterly, semiannually, annually) to schedule charges appropriately.
    • Price Fields: Track one-time charges, monthly and annual recurring prices, and cumulative prices rolled up from parent and child contract lines for comprehensive financial insights.

    Practical Benefits for ServiceNow Customers

    Using the Entitlement form allows you to systematically manage customer entitlements within contracts, ensuring accurate association with products, accounts, or consumers. It provides visibility into entitlement lifecycle states and renewal history, which is essential for maintaining service continuity and compliance. The integrated pricing and subscription terms facilitate precise billing and financial tracking, supporting effective contract management and customer service delivery.

    The Entitlement form can be used to create entitlements in Customer Contracts and Entitlements.

    Table 1. Entitlement form
    Field Description
    Name The name of the entitlement.
    Product The product associated with the entitlement.
    Contract The internal unique identification number that is generated when the customer contract is created. This number isn’t editable.
    Account The name of the account associated with this contract.
    Note:
    • A customer contract can be associated with either an account or a consumer.
    • An account can be created if no account is found by selecting New on the Accounts form. For more information on the fields in the Account form, see Account form.
    Location The service or installation location.
    Product specification The product specification that is mapped to the sold product.
    Note:
    Configure this field manually on the entitlement form using form layout.
    Consumer The name of the consumer associated with this contract.
    Note:
    If no consumer record is found, you can create a consumer and add it to the customer contract. For more information, see Create a consumer record.
    Customer contract line The name of the related customer contract line.
    State The current state of the entitlement:
    • Draft
    • Active
    • Expired
    • Canceled
    • Suspended
    Note:
    The state of the entitlement is inherited from its parent contract line.
    Start date The entitlement activation date.
    End date The date when the entitlement ends.
    Sold entitlement The name of the sold product that is added to the entitlement.
    Note:
    • If the entitlement is created manually, this field remains read-only.
    • The field must have the same state as its related entitlement.
    • The field becomes invalid when entitlements are created via integration.
    Product offer The product offering that is mapped to the order line item.
    Renewal root An entitlement can be renewed multiple times. Renewal root refers the entitlement reference of the first or base service entitlement.
    Renewed from An entitlement can be renewed multiple times. Renewed from field refers to the previous entitlement that was renewed.

    You can see the pricing information on an entitlement for subscription contracts that helps you in reviewing your contract information.

    Table 2. Subscription & Pricing
    Term (Months) Validity period of having access to the service or product.
    Subscription Start Date Start date of the contract subscription.
    Subscription End Date End date of the contract subscription.
    Price List Price list associated for servicing the product.
    Unit net price The price for each unit within the product offering. The net price of a single unit of the sold product.
    Pricing method The pricing method for the selected sold product. It can be one-time or recurring. One-time pricing charges one fee for the product offering. Recurring pricing lets you set the pricing periodicity.
    Periodicity The frequency of the pricing method. It can be monthly, quarterly, semiannually, or annually.

    This field becomes valid only when the method in the Pricing method field is a recurring payment.
    One Time Price Represents one-time charges to be paid for the product or service.
    Monthly Recurring Price Represents the price that the customer is supposed to pay monthly during usage of the product.
    Annual Recurring Price Represents the price to pay annually during usage of the product.
    Cumulative one-time price Represents one-time charges to be paid for the parent line and all the child line items.
    Cumulative monthly recurring price Represents monthly price for the parent line and all the child line items
    Cumulative annual recurring price Represents annual price for the parent line and all the child line items.
    Cumulative net price Represents the total price of the contract line by calculating the roll-up amount of all root lines.