Application Store Procurement - Store Application Installation for Production Instance SummaryProduction Instance Installation To install applications on a production instance, you must first procure the application and any required dependent applications from the ServiceNow Store. After completing the procurement process, the application will be available in your instance for installation or update. Sub-Production Instance Installation Most applications and plugins are automatically entitled for use in sub-production instances (such as development or test environments) for evaluation and testing purposes. No procurement is required through the ServiceNow Store for these instances. You can verify this directly on the application banner in the ServiceNow Store: Free standalone applications display a green FREE tag in the search results. Their banner will show a “Trial Available” message. Example: Admin Center.Paid standalone applications display a blue PAID tag. If available for testing in sub-production environments, their banner will also show the “Trial Available” message.Example: Workforce Optimization for ITSM.If you see a message such as “To try this app, please contact your sales rep,” it means the application cannot be trialed on sub-production instances without a valid contract or license agreement in place. Example: Now Assist for IT Service Management. In-product applications will display a black IN PRODUCT tag on the tile when searched in the store. These apps may show an older user interface when accessed via the tile, and their entitlement information will appear on the banner in a slightly different format. Look for the following specific messages in the banner: “Automatically available on all subprod instances” — This means the app can be used in sub-production without a contract.Example: Invoice Case Management.“Automatically entitled on all ServiceNow instances” — This means the app is not available for trial on sub-production environments and requires a contract.Example: App Engine Studio. Entitlements for Already Installed Store Applications Why do I need to re-entitle an already installed application to perform an upgrade? Right now, apps on the ServiceNow Store are tied to your instance by version. So, every time a new version of an app comes out—even if you’ve already installed an older one—you’ll need to go back to the Store and procure it again. This is especially important because new versions often come with updated or additional dependencies, and re-entitling the app ensures everything is properly mapped to your instance so you can upgrade smoothly. Good news: this will change in the future. ServiceNow is working on moving to application-level entitlement, which means you’ll only need to procure the app once, and all future versions will automatically be available—unless there’s a change in the app’s terms and conditions. In that case, you’d still need to accept the new terms before upgrading. Plugin vs. Application Before requesting installation, it's essential to identify whether the product is an application or a plugin, as the activation processes for each are different. To determine the type, refer to KB1585881 for guidance. ***Important Notes on Store Access and Procurement*** Partners cannot entitle or map applications to customer instances via the ServiceNow Store.This is due to the lack of support for the “Switch Company” feature (available on Now Support) in the ServiceNow Store. As a result, only customer administrators from the parent company—who own the instance—can perform application entitlement and mapping on the Store. ServiceNow Store Maintenance Windows:Any actions performed during a Store maintenance window (e.g., procuring or mapping applications) will not sync with the customer instance until the maintenance period ends.To avoid delays in installation or upgrades, it is recommended to procure all required applications and dependencies before a scheduled maintenance window. For details, refer to the Store Maintenance Windows section in the ServiceNow documentation. Contract Awareness:Procuring an application from the Store does not automatically add it to your contract. ServiceNow does not link applications to customer contracts through user actions on the Store. If a customer tries to procure a licensed (paid) application that is not part of their contract: The “Get” button will be greyed out and change to “License Requested.”In this case, you will need to work with your ServiceNow Account Manager to formally add the application to your contract.Once the application is added to the contract, the “Get” button will become active again, and you will need to procure the application once more.ReleaseNA InstructionsSTEP-1: Procure the Store Application and Check Dependencies Once you’ve confirmed that the product is a ServiceNow Store application: Log in to the ServiceNow Store.Navigate to the application’s page.Click the “Get” button and verify that the status changes to “Ready to Install.” Next, check the application’s dependencies: Click on “Licensing Requirements” in the application banner.Scroll down to:Licensing Requirements → Version Details → DependenciesReview the list of dependencies: If all dependencies have a green checkmark, proceed to STEP 3. If any dependencies show a red X, continue to STEP 2. STEP-2: Troubleshooting App Entitlements on the ServiceNow Store If you see a red “X” next to an app in your dependency list: Click the app name to open its Store page.If you see a “Get” button instead of “View Product”, click Get and see if the button changes to “Ready to Install”. If it changes to License Requested, check whether the app is included in your contract. If it is part of your contract, open a case with ServiceNow Support for assistance. If it does change to “Ready to Install,” go back to the parent app page and check if the red X has changed to a green checkmark. If not, again, reach out to Support. If you see “View Product” instead of “Get”: Click View Product.On the product page, click Opt-In.After opting in, check the Eligible tab to confirm whether the app is available to you. For example, Workspace Builder for App Engine is an in-product app tied to App Engine Studio. If it's included in your contract and you opt in, it should show up in your Eligible tab. If it’s not included, it will appear under the Not Eligible tab. STEP-3: Install the Application on Your Instance If the parent application has been successfully procured and all dependent applications show a green checkmark, you're ready to install it on your instance. Log in to your ServiceNow instance.Navigate to:System Applications → All Available Applications → AllClick “Sync now” to refresh the list of available applications. Search for the application by name. If you cant find the app after hitting sync now and all of the above steps are complete, please open up a case with Servicenow support.Click the “Install/Upgrade” button to launch the application installation wizard. If you don’t see the application after syncing, and you've completed all the steps above, please open a case with ServiceNow Support for further assistance.