Using Contracts and Entitlements Workflows

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read
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    Summary of Using Contracts and Entitlements Workflows

    Contracts and Entitlements workflows in ServiceNow enable you to efficiently create and manage customer contracts, contract lines, and entitlements throughout their life cycle—from offer creation to contract generation. These workflows support actions such as suspending, resuming, canceling, and renewing multiple contract entities simultaneously. The system also allows hierarchical viewing of customer contract lines, clarifying parent-child relationships between line items.

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    Key Features

    • Lifecycle Management: Create, modify, suspend, resume, cancel, and renew customer contracts, contract lines, and entitlements using workflows.
    • Variable and Derived Pricing Support: Contracts and entitlements reflect dynamically calculated prices based on underlying pricing logic, ensuring accuracy and consistency.
    • Automatic Contract Renewal: You can enable auto-renewal of customer contracts when creating contracts from quotes or orders. The auto-renewal date is configurable (default options include 90, 60, or 30 days before contract end date or on contract creation date).
    • Renewal Adjustment Options: Choose to renew contracts at either list price (market price at renewal) or contracted price with options for markdown or markup percentages on the current contract price. These adjustments are set on quotes and orders, but not modifiable on the contract itself.
    • Contract End Date Validation: During quote approval, the system alerts if the contract end date exceeds the product offering end date, offering an option to update contract end dates to match offering end dates.
    • Co-terminate Quote Lines: Assign identical start and end dates to multiple quote lines simultaneously, simplifying contract term alignment.
    • Price Ramps Visibility: View and manage price ramps on contract lines, which allow scaling of purchases through adjustable pricing and quantities over the contract term. Only active ramp segments display by default, with detailed ramp information accessible for each contract line.

    Practical Benefits for ServiceNow Customers

    This workflow-driven approach streamlines contract management, reduces manual errors, and supports complex pricing models, helping you maintain pricing accuracy and improve customer contract lifecycle control. The automatic renewal and co-termination features reduce administrative overhead and ensure contract terms remain consistent with product offerings. Visibility into price ramps enables better management of scalable purchase agreements and supports early renewals or terminations when needed.

    Learn how contracts and entitlements using workflows enable you to create and manage customer contracts, customer contract lines, and entitlements.

    You can manage the life cycle of customer contracts and entitlements from offer creation to contract generation using contracts and entitlements workflows. Using workflows you can suspend, resume, cancel, and renew multiple entities at once. You can view customer contract lines as a hierarchical list that helps to view the parent and child relationship between line items. Customer Contracts and Entitlements supports variable and derived pricing models. Contracts and entitlements correctly reflect dynamically calculated prices, ensuring consistency with underlying pricing logic and improving accuracy across contract‑driven workflows. For more info, see Configuring derived pricing. You can also perform the following functions using workflows:
    • Create, suspend, resume, cancel, and renew customer contracts.
    • Create, modify, suspend, resume, cancel, and renew customer contract lines, and entitlements.

    Automatic renewal of customer contracts

    While creating customer contracts from quote or orders, you can select the Auto-renew contract option on a quote or order to automatically renew the contracts. ​When you add or delete a contract line from these customer contracts, the renewed quotes and opportunities are updated. You can configure the auto-renewal date of the contract in the Customer Life Cycle Workflows Policy decision table. By default, you can choose to initiate the auto-renewal 90, 60, or 30 days before the contract end date, or on the contract creation date. For more info, see Creating contracts and entitlements using workflows.
    Figure 1. Automatic renewal for customer contracts on quotes
    Auto-renew option
    In the Renewal adjustment basis field, you can select List price or Contracted price. Selecting List price renews the contract at the market price of the contract at the time of the renewal date.
    Figure 2. Renewal adjustment basis
    Renewal adjustment basis
    Selecting Contracted price gives you the option to renew the contract at Markdown % or Markup % of the current contract price. For example, if you select Markup % field and you enter 10 in Renewal adjustment value, the customer contract is renewed at 10% above the current contract price.
    Figure 3. Renewal adjustment type
    Renewal adjustment type
    That exact renewal date and the renewal adjustments for that customer contract will be visible on the customer contract form in the Auto renewal date field.
    Figure 4. Automatic renewal of customer contracts
    Auto renewal date on customer contract

    You cannot modify the renewal adjustment fields on the customer contract. You can only modify the renewal adjustment values on the quote and orders.

    Updating contract end date

    During quote processing, the system alerts you when the contract end date is exceeding the product offering end date. When you submit quotes for approval, a dialog box appears alerting you. You can select the option update contract end dates to match offering end dates to match the contract end date to the product offering end date.
    Figure 5. Matching the contract and product offering end dates
    Matching end dates.
    If you do not select this option and approve the quote, the contract end date remains the same.

    Co-terminate quote lines

    You can assign the same start and end dates to multiple quote lines while creating or renewing a quote. On the Line items tab on the quote details page, select multiple quote lines and then select Co-terminate. All the selected quote lines have the same start and end date.
    Figure 6. Co-terminate quote lines
    Co-terminate option.

    Viewing price ramps

    Customers can scale their purchases by adjusting the pricing and quantity throughout the contract or subscription term by using the Ramps feature. For more info, see Add price ramps on a quote line item. You can view the price ramp details on the contract line. Only the active price ramp segment is displayed on the contract line. Select a contract line and select Ramps to view all the details of the price ramp for that contract line. You can view start and end date, term period, ramp type (yearly or quarterly), ramp segments, and Annual percentage increase (API%). You can also process early renewal and early termination of contract lines with ramps. For more info, see, Renew a customer contract line and Modify a customer contract line.