Customer Life Cycle Management Workflows release notes

  • Release version: Store
  • Updated June 11, 2026
  • 3 minutes to read
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    Summary of Customer Life Cycle Management Workflows release notes

    The Customer Life Cycle Management Workflows application provides comprehensive workflows to manage the lifecycle of sold products and product inventory within ServiceNow. It supports key actions such as Modify, Suspend, Resume, Disconnect, and facilitates order and quote generation, enabling efficient handling of customer product configurations throughout their lifecycle.

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    Key Features

    • Lifecycle Actions: Perform Modify, Suspend, Resume, and Disconnect actions on sold products and product inventory records, either individually or in bulk.
    • Agent Workspace Enhancements: Hierarchical views for Sold Products and Product Inventory simplify navigation and management of complex product relationships in configurable workspaces.
    • Order and Quote Generation: Modify flows can generate orders or quotes based on configurable policies, improving flexibility in sales processes.
    • MACD Flows: Support for Move, Add, Change, Delete (MACD) operations on product inventory records with enhanced mappings, including Delta pricing and Sold Product Adjustment entities.
    • Status Tracking: The Sales and Order Management Request Tracker table allows tracking of MACD flow statuses for sold products and product inventory.
    • Multi-Selection Support: Enables simultaneous execution of lifecycle actions on multiple sold products or product inventory records, streamlining bulk operations.
    • Alignment with Subscription Dates: Sold Product states now accurately reflect subscription start and end dates, ensuring precise lifecycle status management.

    Practical Benefits for ServiceNow Customers

    • Improved management of complex product relationships and lifecycle states, reducing errors and enhancing operational efficiency.
    • Enhanced agent experience through intuitive workspace views and controlled modification capabilities, which prevent unintended changes to dependent records.
    • Greater flexibility in sales order and quote handling by allowing modifications to result in either quotes or orders, based on configurable policies.
    • Robust support for product lifecycle events aligned with business needs, including suspension, resumption, and disconnection of products.
    • Out-of-the-box availability of important related lists like Product Inventories starting from the Yokohama release, simplifying configuration and usage.
    • Continuous improvements and defect fixes across releases ensure stability and reliability of order fulfillment and sales processes.

    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 5.4.0 - 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.