---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/employee-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Signature workflow for a contract request

# Signature workflow for a contract request {#ariaid-title1}

Release version: Australia  
Updated June 24, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 8 minutes to read
Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) 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 Signature workflow for a contract request

Contract Management Pro supports three signature types for contract requests: electronic signature, wet (manual) signature, and offline signature.
Each signature type facilitates a different signing process and workflow to ensure contracts are properly signed, tracked, and stored within the system.
Show full answer Show less  

## Electronic Signature Workflow

* Contracts are sent to signatories via email with links to sign using integrated providers like DocuSign or Adobe Acrobat Sign.
* Signatories receive requests in a defined order or simultaneously if assigned the same signing order.
* Signatory fields such as Name and Email are populated by the e-signature provider at signing time.
* Signatories can sign or decline the contract. The workflow updates signatory statuses and progresses to the next signer accordingly.
* Upon completion, the signed contract is split if multiple documents exist and attached to the contract repository record; the contract status updates to "Contract Signed."
* If any signatory opts for a wet signature instead, the workflow accommodates mixed signatures by uploading and routing the wet-signed document.
* Notifications alert relevant users when documents are declined or signature delivery fails, with options to retry, cancel, or upload manually signed contracts.
* Change requests and document revisions can be managed and resent for signature as needed.
* Enabling signatory roles allows participation based on assigned roles.
* A certificate of completion can be generated automatically if configured.

## Wet Signature Workflow

* Finalized contracts are emailed as PDFs to signatories in order with contract fulfillers and requesters CC'd.
* Signatories print, sign manually, and return the document to the contract fulfiller for upload.
* The contract fulfiller uploads the signed document and sends it to the next signatory until all have signed.
* Only signatories with the Signer role participate in this workflow; Viewer, Receiver, and Approver roles are excluded.
* When all signatories sign, the contract is added to the repository and statuses update to "Contract Signed."
* Switching from electronic to wet signature modifies signatory roles and signing order to sequential only.

## Offline Signature Workflow

* Used when contracts are signed outside Contract Management Pro (e.g., physically or via third-party apps).
* The contract fulfiller or user initiates offline signature mode, preventing signature request emails.
* The signed document is uploaded manually, and contract and signatory statuses update to reflect completion.

## Managing Signatories During Workflow

* Pending signatories can be added, removed, edited, or reordered during an active signature workflow using the Modify Signatories feature.
* Modifications pause the workflow temporarily; it must be resumed manually within a configured timeout or changes revert.
* This feature is supported in wet signature workflows and electronic workflows with DocuSign integration.

## Contract Document Access and Notifications

* Contract fulfillers can view and update documents; contract administrators can delete documents.
* Requesters and users on the watch list have view-only access based on their involvement.
* Validation occurs during contract repository record creation, with notifications sent for any data errors needing correction.

## Additional Functionalities for ServiceNow Customers

* **Send for Signature:** Initiate signature workflows after contract review and finalization.
* **Upload Signed Document:** Upload manually signed documents in wet or offline signature workflows, or when signatories opt out of e-signature.
* **Resend Signature Request:** Manually trigger signature request emails if needed.
* **Cancel Signature Process:** Stop a signature workflow and optionally restart or upload a manually signed contract.

This workflow framework enables ServiceNow customers to efficiently manage contract signatures with flexibility for different signing scenarios, maintain clear audit trails, and ensure contracts are securely stored and tracked within Contract Management Pro.  
Contract Management Pro supports electronic signature, wet (manual) signature, and offline signature for a contract request.  
* Electronic signature: Signatories can sign the contract document electronically. For more information, see [Configure an e-signature provider](https://servicenow-prod.fluidtopics.net/OhZIXxRFIL6uoz~pzjIERA "Configure an electronic signature provider to enable users to sign contract documents electronically.").

  To generate a certificate of completion, you must select the Electronic Signature as signature type in the contract request. For more information, see [Activate a system property to generate a certificate of completion](https://servicenow-prod.fluidtopics.net/oxooq9a27c2t7EdTsRQnYA "As a contract configurator, activate a system property to generate a certificate of completion for electronically signed contracts.").
* Wet signature: Signatories can sign the contract document manually. You can then upload the signed document to a contract request. For more information, see [Upload a signed contract document](https://servicenow-prod.fluidtopics.net/E9k9jwvHJL1Ie8J5D6bxgw "Upload a signed contract document that you have received from the signatories. You must upload a contract document for a wet signature workflow, an offline signature workflow when the contract was signed outside the system or if one of the signatories in the electronic signature workflow decides to do a wet signature.").
* Offline signature: Records a contract that has been signed outside Contract Management Pro. Signature request emails are not sent to the signatories. The fulfiller or contract user uploads the signed document directly.
{#cncore-signature-workflow__ul_wmz_1rn_hxb}

## Electronic signature workflow {#cncore-signature-workflow__section_etk_fqb_gyb}

* Send the finalized document to the signatories for signing.
  * The state and contract status update to Awaiting Signature and the electronic signature flow is triggered as configured in [Configure an e-signature provider](https://servicenow-prod.fluidtopics.net/OhZIXxRFIL6uoz~pzjIERA "Configure an electronic signature provider to enable users to sign contract documents electronically.").
  * An email notification that the contract document is available for signature is sent to the first signatory. The email contains a link to the contract document that the signatory can open and sign the document through the Docusign or Adobe Acrobat Sign electronic signature provider.

    Signatories receive signature request emails according to the order set in the signatories tab.

    You can assign the same signing order to multiple signatories when you want them to sign the contract simultaneously. Signatories with the same signing order receive signature
    requests at the same time and can complete their signatures independently. For more information, see [Modify the signing order for signatories](https://servicenow-prod.fluidtopics.net/YTqnvYogja~WRPNgQ~wqBw "Modify the order in which signatories sign a contract document that has not yet been sent for signature.").
  * The signatory fields---such as Name, Title, and Email---are not pre-filled in the contract document before it is sent for signature. These fields are populated by the electronic signature provider when the signatory accesses the document to sign it.
  {#cncore-signature-workflow__ul_i1s_rrb_gyb}
* Signatories can sign or decline the contract document.{#cncore-signature-workflow__table_t4x_51l_s2c__entry__2}

  | Signatories action | Workflow |
  |-|-|
  | All the signatories choose to do an electronic signature | * The signatory with the least signing order signs the contract documentIf there is more than one signatory, the contract document is sent to the next signatory in the order. The status of the current signatory in the request updates from Pending to Completed. The status of the next signatory updates from Not Started to Pending. * After the last signatory signs the document, the contract repository record is created and the signed document is attached to it.For contract requests containing multiple contract documents, the signed contract document is split into individual documents and attached to the contract repository record for the respective contract type. The state of the requests updates to Contract Signed. {#cncore-signature-workflow__ul_lsz_5hs_52c} |
  | One or more signatories decide to do a wet signature | * One or more signatories choose to do a wet signature instead of an electronic signature. * The wet signed contract document in PDF format is shared with the contract fulfiller. * The contract fulfiller uploads the signed document, selects the signatories who have shared the wet signed contract document and continues the signature workflow by sending the document to the next signatories. The status of the signatory in the request updates from Pending to Completed. The status of the next signatory updates from Not Started to Pending. The signature type is updated to Mixed signature after all the signatories have signed the document. * After the last signatory signs the document, the contract repository record is automatically created and the signed document is attached to it.For contract requests containing multiple contract documents, the signed contract document is split into individual documents and attached to the contract repository record for the respective contract type. The state of the requests updates to Contract Signed. {#cncore-signature-workflow__ul_p2t_jql_s2c} |
  | The document is declined by the signatory. | An email notification that the signer has declined to sign the document is sent to the requester. The Signatory status in the request updates to Declined. The State changes to Work in progress and the Contract status changes to Signing Declined. |
  | The signature request is not delivered to a signatory. | The Signatory status in the contract request changes to Delivery failed. The state of the contract request changes to Signature delivery failed. An email notification is sent to the contract fulfiller informing them that the signature request could not be delivered. A notification appears on the contract request informing about the undelivered signature request and the available actions for the fulfiller. * For Docusign, you can update the signatory's information and retry, cancel the signature process to restart it, or upload a manually signed contract. * For Adobe Acrobat Sign, you can cancel the signature process to restart it, or upload a manually signed contract. {#cncore-signature-workflow__ul_wjq_j2l_33c} |
  | The contract document is resent for signature. | For contract request fulfilled by the contract user: A contract user can submit a change request. The contract fulfiller works on the change request and sends the updated document back to the contract requester. The updated contract document is sent for signature by the contract user. For contract request fulfilled by contract fulfiller: The contract fulfiller creates a document revision manually or by using the Regenerate option and resends the document for signature. |
  [Table 1. Signatories action on the contract document]

  {#cncore-signature-workflow__table_t4x_51l_s2c}  
  Note:  
  When signatory roles are enabled, each signatory participates in the electronic signature workflow according to their assigned role. For information about available roles and how to enable them, see [Signatory roles](https://servicenow-prod.fluidtopics.net/iR83A81eN5IQkswsnqahvA "Signatory roles define how each participant interacts with a contract document during the signature workflow.").

  If the system property sn_cm_core.enable_executed_contract_audit_certificate is set to true, the certificate of completion is generated and attached to the contract repository record.
{#cncore-signature-workflow__ul_v1c_15b_gyb}

## Wet signature workflow {#cncore-signature-workflow__section_cgv_ftb_gyb}

* Send the finalized document to the signatories for signing.
  * The state and contract status are updated to Awaiting signature.
  * An email notification is sent to the first signatory in order and the contract documents are attached as PDFs in the email.The current signatory is placed in the To field of the email. The CC field includes the contract fulfiller, the person who opened the contract, and the person for whom the contract was requested. It also includes the initiator of the send for signature action.

  {#cncore-signature-workflow__ul_dgv_ftb_gyb}
* Signatories accept or decline the document.{#cncore-signature-workflow__table_bhy_sqw_cfc__entry__2}

  | Signatories action | Workflow |
  |-|-|
  | The current signatory accepts the document and there are pending signatories | * The signatory prints the contract document, signs it, and then returns it to the signature requester. * On receiving the signed contract document, the contract fulfiller uploads the signed contract and sends the document to the pending signatories. {#cncore-signature-workflow__ul_vlk_vsk_dfc} |
  | The signatory declines the document | The signatory sends the document back to the requester for necessary correction. The signatories and the contract fulfiller can collaborate and finalize the contract document. |
  | All the signatories have signed the document | * On receiving the contract document signed by all the signatories, contract fulfiller uploads the signed contract document in PDF format. * The contract document is added to the repository after it is uploaded. {#cncore-signature-workflow__ul_ekh_2ly_dfc} For self-served contracts, the state of the request updates to Closed complete and the contract status updates to Contract signed. For non-self-served contracts, the state of the request and the contract status updates to Contract signed. To close the contract request, select Close complete. For more information, see [Upload a signed contract document](https://servicenow-prod.fluidtopics.net/E9k9jwvHJL1Ie8J5D6bxgw "Upload a signed contract document that you have received from the signatories. You must upload a contract document for a wet signature workflow, an offline signature workflow when the contract was signed outside the system or if one of the signatories in the electronic signature workflow decides to do a wet signature."). |
  [Table 2. Signatories action on the contract document]

  {#cncore-signature-workflow__table_bhy_sqw_cfc}  
  Note:  
  In the wet signature workflow, only signatories with the Signer role participate. Signatories with Viewer, Receiver, or Approver roles are not included. For more information, see [Signatory roles](https://servicenow-prod.fluidtopics.net/iR83A81eN5IQkswsnqahvA "Signatory roles define how each participant interacts with a contract document during the signature workflow.").
{#cncore-signature-workflow__ul_unr_q1q_pbc}

## Changing the signature type from e-signature to wet signature {#cncore-signature-workflow__section_signing_method_change}

Wet signature supports only Signer role and sequential signing. If you change the signature type from electronic signature to wet signature:

* Signatories with Viewer, Receiver, or Approver roles are removed.
* Signatories with the same signing order are assigned sequential signing order, and any gaps in the signing order are removed.
{#cncore-signature-workflow__ul_signature_type_change}A message notifies you of these changes so that you can review the Signatories tab before continuing with the signature workflow.

## Offline signature workflow {#cncore-signature-workflow__section_offline_workflow}

Use the offline signature workflow when the contract is signed outside Contract Management Pro. For example, the parties physically sign the contract document or through a third-party application, and to record the signed document against the contract request.

* Set up a contract request for offline signature.
  * Create a contract request with Offline signature selected as the signature type.
  * On an existing contract request, change the signature type from Electronic signature or Wet signature to Offline signature.
  {#cncore-signature-workflow__ul_offline_initiate}
* The fulfiller or contract user selects Initiate offline signature.
* The state and contract status update to Awaiting signature. Signature request emails are not sent to the signatories.
* The signatories sign the contract document outside Contract Management Pro.
* The contract fulfiller uploads the signed document.
* The state and contract status update to Contract signed. The status of all signatories updates from Pending to Completed.
{#cncore-signature-workflow__ul_offline_workflow}

## Modify signatories when the signature workflow is in progress {#cncore-signature-workflow__section_q2g_5z5_5fc}

The Modify Signatories option enables you to add, remove, edit, or reorder pending signatories while a signature workflow is in progress. Initiating this action pauses the signature workflow for a
duration defined by the system property maximum_signature_pause_duration. To continue the signature workflow after making changes, use the Resume Signature option to resume the
workflow.  
The workflow can progress as follows:

* Select Modify Signatories to modify the signatories.
* Add, remove, modify, or reorder signatories.  
  Note:  
  * For signature block-based contract templates, you can add, modify, remove, and reorder actions, whereas for participant based templates, only modify and reorder actions are enabled.
  * The Modify signatories option is available in the wet signature workflow and the electronic signature workflow with Docusign electronic signature provider integration.
  {#cncore-signature-workflow__ul_uby_wkr_1gc}
* Select Resume signature to resume the signature workflow after modifications are complete.  
  Note:  
  If the signature workflow is not resumed within the configured time duration, any changes made to the signatories are reverted, and the signature workflow resumes from its previous state.
* Signature request email notifications are sent to the signatories.
* After the last signatory signs the document, the contract repository record is created and the signed document is attached to it.

{#cncore-signature-workflow__ul_zrz_zyk_vfc}For more information, see [Modify signatories](https://servicenow-prod.fluidtopics.net/5GPphhgQIAaWMvPN_UqSeg "Modify signatories while a signature workflow is in progress.") and [Resend signature request](https://servicenow-prod.fluidtopics.net/pKczMJX0ptUWRtyjNxBmRg "Resend signature request functionality enables contract fulfillers to manually trigger signature request when needed.").

## Contract document access {#cncore-signature-workflow__id_ybf_wcr_pbc}

Access to a contract document is based on the following user roles and conditions:

* A contract fulfiller can view and update contract documents.
* Only a contract administrator can delete contract documents.
* Requesters can view only the contract documents for which they submitted the contract request.
* Users added to the watch list can view only contract documents for contract requests they have added.
{#cncore-signature-workflow__ul_n1z_qzy_5qb}

While generating the contract repository record, mapped fields and their values are validated for data type and correctness. If validation errors are found, an email notification is sent to the contract fulfiller. The email
also displays the list of fields that have not been copied into the final contract document and the link to the contract repository record. The fulfiller then opens the record using the link and corrects the values to
resolve the validation errors.
* **[Send a contract document for signature](https://servicenow-prod.fluidtopics.net/MMWLIAfwSMYnyJgYQsFNoA)**   
  Send the document for signature after a contract document has been reviewed and finalized.
* **[Initiate an offline signature for a contract request](https://servicenow-prod.fluidtopics.net/FkjisM7ICzgRcvisj~W_mA)**   
  Initiate an offline signature when a contract has been signed outside Contract Management Pro and record the signed document in Contract Management Pro.
* **[Upload a signed contract document](https://servicenow-prod.fluidtopics.net/E9k9jwvHJL1Ie8J5D6bxgw)**   
  Upload a signed contract document that you have received from the signatories. You must upload a contract document for a wet signature workflow, an offline signature workflow when the contract was signed outside the system or if one of the signatories in the electronic signature workflow decides to do a wet signature.
* **[Modify signatories](https://servicenow-prod.fluidtopics.net/5GPphhgQIAaWMvPN_UqSeg)**   
  Modify signatories while a signature workflow is in progress.
* **[Resend signature request](https://servicenow-prod.fluidtopics.net/pKczMJX0ptUWRtyjNxBmRg)**   
  Resend signature request functionality enables contract fulfillers to manually trigger signature request when needed.
* **[Cancel the signature process](https://servicenow-prod.fluidtopics.net/_22bkr3Gocj3R4~pmBtN0g)**   
  Cancel a signature process for contract documents that have been sent to signatories.