Creating entitlements in Service Exchange for Providers (legacy)

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • You can use Service Exchange for Providers entitlements to create a remote catalog that contains the services for multiple different product lines.

    Overview

    Entitlements ensure that your customers have access only to the record producers that are associated with the service that they purchased. Here are some ways that entitlements are created:
    • When you create a record producer, you associate the customer criteria for the remote record producer.
    • By using the configurable customer criteria that is associated with the record producer, Service Exchange automatically generates the entitlement records that are replicated to eligible customer instances.

    Benefits

    Your customers can see and request the record producers that are associated with the products that they purchased. A scheduled job runs nightly and updates the entitlements, based on the changes that you made to the record producers.

    You can create Service Exchange entitlements in the following ways:

    • Add a record to the Sold Products table.
    • Define the customer criteria in the Remote Record Producer by using the Sold Products table.
    • Register a new customer in Service Exchange.
    • Click the Refresh Entitlements related link in the Customer record or Provider record.
    Note:
    Customers that aren’t entitled to a service request can't submit that service request from their service catalog. However, these customers can install and view the record producer for that entitlement in their ServiceNow instance.

    Entitlements for catalogs

    You have 20 services associated with SD-WAN products, and multiple SDWAN paid product offerings:
    • SD WAN Gold
    • SD WAN Silver
    • SD WAN Bronze

    These products have different access levels:

    • The SD-WAN Gold product enables your customer to access all 20 services.
    • The SD-WAN Silver product enables your customer to access only 15 of the 20 services.
    • The SD-WAN Bronze product enables your customer to access only 10 of the 20 services.

    You can package all 20 of these services in a catalog. Entitlement filtering ensures that customers only have access to the services to which they’re entitled, based on their purchased product.