Customer success management business rules

This section includes the Customer Success Management business rules.

Business rule	Table	Description
Domain - Set Domain	Engagement	Sets the domain information.
Required fields for engagement	Engagement	Validates required fields.
State is closed or canceled	Engagement	Ensures that closure information is populated and object is marked inactive before marking it as closed or canceled.
Engagement is reopened	Engagement	Ensures that closure information is removed and object is marked active before reopening.
Validate account change for engagement	Engagement	Prevent account change if the engagement has objectives, customer plays, internal plays, or risk signals associated with it.
Validate engagement parent	Engagement	Prevent cyclic relationship for the parents in engagement hierarchy.
Validate onboarding for engagement	Engagement	Ensures that the engagement account matches the account of its onboarding case and sets the go live date based on the go live date of its onboarding case.
Domain - Set Domain	Success objective	Sets the domain information.
Required fields for objective	Success objective	Validates required fields
Validate closure for objective	Success objective	Ensures that closure information is populated and object is marked inactive before marking closed/canceled.
Success objective is reopened	Success objective	Ensures that closure information is removed and object is marked active before reopening.
Validate engagement change for objective	Success objective	Prevents engagement change if the objective has outcomes or risk signals associated with it.
Validate planned start and stop	Success objective	Ensures planned stop date isn’t before planned start date.
Domain - Set Domain	Success outcome	Sets the domain information.
Required fields for outcome	Success outcome	Validates required fields.
Validate closure for outcome	Success outcome	Ensures that closure information is populated and object is marked inactive before marking it as closed or canceled.
Success outcome is reopened	Success outcome	Ensures that closure information is removed and object is marked active before reopening.
Validate objective change for outcome	Success outcome	Prevents objective change if the outcome has initiatives or risk signals associated with it.
Validate planned dates	Success outcome	Ensures planned stop date isn’t before planned start date.
Validate tracking method	Success outcome	Validates tracking method to see if the correct reference field for tracking is populated.
Required fields for initiative	Success initiative	Validates required fields.
Validate closure for initiative	Success initiative	Ensures that closure information is populated and object is marked inactive before marking it as closed or canceled.
Success initiative is reopened	Success initiative	Ensures that closure information is removed and object is marked active before reopening.
Validate outcome change for initiative	Success initiative	Prevents outcome change if the initiative has success tasks or risk signals associated with it.
After close or cancel SI	Success initiative	Cancels process automation playbooks associated with initiative if closed or canceled.
Required fields for customer play	Customer play	Validates required fields.
Validate closure for customer play	Customer play	Ensures that closure information is populated and object is marked inactive before marking it as closed or canceled.
Customer play is reopened	Customer play	Ensures that closure information is removed and object is marked active before reopening.
Validate engagement update	Customer play	This prevents the engagement field from changing on the 'Customer Play' record if the 'Customer Play' has success tasks associated with it.
Required fields for touchpoint	Touchpoint	Validates required fields.
Validate closure for touchpoint	Touchpoint	Ensures that closure information is populated and object is marked inactive before marking it as closed or canceled.
Touchpoint is reopened	Touchpoint	Ensures that closure information is removed and object is marked active before reopening.
Validate engagement update	Touchpoint	Prevents engagement change if the touchpoint has success tasks or risk signals associated with it.
Required fields for success task	Success task	Validates required fields.
Validate closure for success task	Success task	Ensures that closure information is populated and object is marked inactive before marking it as closed or canceled.
Success task is reopened	Success task	Ensures that closure information is removed and object is marked active before reopening
Validate parent change for success task	Success task	Prevents parent change if the success task has risk signals associated with it.
Required fields for internal play	Internal play	Validates required fields.
Internal play is closed or canceled	Internal play	Ensures that closure information is populated and object is marked inactive before marking it as closed or canceled.
Reopen internal play	Internal play	Ensures that closure information is removed and object is marked active before reopening.
Parent for internal play must be empty	Internal play	Ensures that parent is empty for all internal plays.
Validate engagement change	Internal play	Prevents engagement change if the internal play has internal play tasks or risk signals associated with it.
Required fields for internal play task	Internal play task	Validates required fields.
Internal play task is closed or canceled	Internal play task	Ensures that closure information is populated and object is marked inactive before marking it as closed or canceled.
Reopen internal play task	Internal play task	Ensures that closure information is removed and object is marked active before reopening.
Validate internal play change	Internal play task	Prevents internal play change if the internal play task has risk signals associated with it.
Domain - Set Domain	Risk signal and issue	Sets the domain information.
Field validation	Risk signal and issue	Validates required fields.
Validate risk signal closure	Risk signal and issue	Ensures that closure information is populated and object is marked inactive before marking it as closed or canceled.
Reopen risk signal	Risk signal and issue	Ensures that closure information is removed and object is marked active before reopening
Avoid duplicate definition record	Definition record	Ensures that no two records share the same title and category.
Domain - Set Domain	Definition record	Sets the domain information.
Set active flag	Definition record	Sets status to active if published, or else inactive.
Avoid duplicate risk signal solution	Risk signal solution relationship	Ensures the no two records share the same solution record.
Avoid duplicate squad member	Squad member	Ensures the no two records share the same user and responsibility
Domain - Set Domain	Squad member	Sets the domain information.
Avoid duplicate engagement to contract relationship	Engagement to contract relationship	Ensures the no two records share the same engagement and contract.
Validate contract account	Engagement to contract relationship	Ensures contract account matches the engagement account.
Contract relationship updated	Engagement to contract relationship	Ensures renewal date for engagement is updated to the date of the earliest non expired contract.
Contract relationship removed	Engagement to contract relationship	Ensures that renewal date for engagement is updated to the date of the earliest non expired contract.
Validate context on publish	Data Source	When publishing a data source, it must have at least one valid context record, which should have at least one context mapper record associated.
Avoid duplicate data source	Data Source	Data source shouldn’t have duplicate source and configurations.
Autopopulate unit of measurement	Data Source	Automatically populated unit of measurement for data source.
Last run/Next run validation	Data Source	Data source last run date shouldn’t come after next run date.
Unique source to context	Context Engine Mapper	Ensure there’s a unique source to context.
Process externally sourced context data	Context Engine Data	When creating a data record for external source, update associated data source date last run field and populate data record's context field.
Validate externally sourced context data	Context Engine Data	Context engine date records with external source should have all required fields.
Unique context according to source	Context	Context record's mappers should be unique.
Abort if duplicate record found	Engagement Risk Definition	Aborts if similar record exists
Abort if invalid template	Engagement Risk Definition	Aborts if risk template set for the risk definition is invalid
Abort if duplicate record found	Risk Threshold Override	Aborts if similar record exists
Abort if no context mapper for risk def	Engagement Risk Definition	Aborts if risk definition is table type and no active mapper exists with the table selected in risk definition as the source and engagement as context
Abort if color or range validation fails	Color Banding	Aborts if a duplicate color exists for a record of the same type. Also aborts if the max value is less than the min value, or if the min-max range overlaps with another existing record of the same type.
Abort if global min-max range is invalid	Color Banding	Aborts if global band has min less than 0 and max greater than 100
Limit # of global health definition to 1	Engagement Health Definition	Ensures there is at most 1 global health definition in system
Unique engagement health definition	Engagement Health Definition	Ensures that each health definition is unique
Validate sum of health def config weight	Engagement Health Definition	Checks all health definition metric configuration for health definition sums to 100
Abort creation for published health def	Health Metric Configuration	User shouldn’t be able to create health metric configuration for published health definition
Check unique health metric configuration	Health Metric Configuration	Metric configuration for a health definition shouldn’t be duplicate by data source
Update last touchpoint	Touchpoint	Update last_touchpoint field in engagement table
Update last touchpoint for Delete	Touchpoint	Update last_touchpoint field in engagement table
Avoid duplicate entitlements	Applicable Entitlement	Aborts if similar record exists
Avoid duplicate sold product	Applicable Sold Product	Aborts if similar record exists
Avoid duplicate customer team	Applicable Customer Team	Aborts if similar record exists
Avoid duplicate account team	Applicable Account Team	Aborts if similar record exists
Create Activity	Create activity for Applicable Account Team [sn_acct_lc_eng_m2m_team_mem]	Create record in activity table on insert update delete
Create Activity	Create activity for label [sn_meeting_mgmt_meeting_details]	Create record in activity table on update
Create Activity	Create activity for Risk Signal and Issue [sn_acct_lc_risk_signal_issue]	Create record in activity table on insert update
Create Activity	Create activity for Escalation [sn_customerservice_escalation]	Create record in activity table on insert update
Create Activity	Create activity for Success Initiative [sn_acct_lc_success_initiative]	Create record in activity table on update
Create Activity	Create activity for Success Task [sn_acct_lc_success_task]	Create record in activity table on update
Create Activity	Create activity for Touchpoint [sn_acct_lc_touchpoint]	Create record in activity table on insert update
Create Activity	Create activity for Applicable Customer Team [sn_acct_lc_eng_m2m_cntct_rel]	Create record in activity table on insert update delete
Create Activity for contract	Create activity for Contract [ast_contract]	Create record in activity table on update
Create Activity for Engagement	Create activity for Engagement [sn_acct_lc_engagement]	Create record in activity table on update
Create Activity for Success Outcome	Create activity for Success Outcome [sn_acct_lc_success_outcome]	Create record in activity table on update
Sync Progress To State	Sync Progress To State for Implementation Record [sn_acct_lc_implementation_record]	Create or update record in the implementation record table with state or progress fields changing.
Duplicate name in product capability	Product Capability [sn_prod_cap_core_prod_cap]	Duplicate name check-in Product capability
Prevent Duplicate Product Capability Map	Product Capability Map [sn_prod_cap_core_prod_cap_map]	Duplicate check in Product capability map table
Product capability usage validations	Product Capability Usage [sn_prod_cap_core_prod_cap_usage]	Validations for capability usage table
Product usage validations	Product Usage [sn_prod_cap_core_prod_usage]	Validations for product usage table
Set Prod Capability Map Active	Product Capability Map [sn_prod_cap_core_prod_cap_map]	Set on state change to mark active = true if state is published, else false.
Set calc metric value in target table	Context Engine Data [sn_data_ctx_engine_data]	When an entry is added or updated in the Context Engine Data table for a calculated data source, the system checks the data source configuration. The system verifies if a target table and target field are defined. If so, the system sets the data context engine value in the target field. The system updates corresponding rows in the target table where the target query field matches the context record.
Abort adding future data	Context Engine Data [sn_data_ctx_engine_data]	Aborts if the record added to Data Context Engine has a start or end date after current time
Validate circular reference	Segment [sn_data_ctx_engine_brkdwn_seg]	Aborts the publish operation and reverts the segment to draft if it introduces a circular reference: That is, if the segment configuration includes a data source that already depends on the current data source associated with the segment. This circular reference check is necessary to ensure that all data sources maintain a valid execution order.
Validate context on publish	Data Source [sn_data_ctx_engine_src]	Validates all contexts are active and have active mappers on publish. In case of calculated metrics, validate if at least 1 active context exists with same table as breakdown table.
Unique source to context	Context Engine Mapper [sn_data_ctx_engine_map]	For global mappers: Ensure only one mapper exists for each combination of a given source and resolving context table. For metric-based mappers: Ensure that the same metric or data source does not appear in multiple mappers for the same source and resolving context table pair.
Validate breakdown segments on publish	Data Source [sn_data_ctx_engine_src]	On publishing calculated data source, ensure that at least one segment is present and all segments are published
Validate sum of seg config weight	Segment [sn_data_ctx_engine_brkdwn_seg]	On publishing segment, ensure that weight of all segment configurations add to 100
Avoid duplicate breakdown segment	Segment [sn_data_ctx_engine_brkdwn_seg]	Ensure duplicate segment for the same data source isn’t present for the same name, rank, or conditions
Abort if visualization validation fails	DCE Visualization [sn_data_ctx_engine_visualization]	Abort if another visualization record exists with the same data source, resolving context and conditions
Unique context according to source	Context [sn_data_ctx_engine_ctx]	Abort if another context with the same table exists for the given data source
Unique set of metrics according to breakdown seg	Segment Configuration [sn_data_ctx_engine_seg_conf]	Abort if another segment configuration exists for the given segment with the same data source
Abort ctx creation for non draft src	Context [sn_data_ctx_engine_ctx]	Enable creating context for data source in draft state only
Abort seg conf creation if non draft seg	Segment Configuration [sn_data_ctx_engine_seg_conf]	Enable creating segment configuration for segment in draft state only
Abort creating seg for non draft source	Segment [sn_data_ctx_engine_brkdwn_seg]	Enable creating segment for data source in draft state only
Move data source to draft	Segment [sn_data_ctx_engine_brkdwn_seg]	As soon as a segment is moved to draft, if its data source isn’t draft, move it to draft as well
Abort if invalid Visualization M2M	DCE Visualization M2M [sn_data_ctx_engine_visualization_m2m]	Validates given visualization_m2m item record
Abort if insight item validation fails	DCE Insight Item [sn_data_ctx_engine_insight_item]	Validates given insight item record
Abort if insight validation fails	DCE Insight [sn_data_ctx_engine_insight]	Validates given insight record
Create Usage based on Appl Sold Prod	Applicable Sold Product [sn_acct_lc_eng_m2m_sp]	Trigger: A record is added or modified in the Applicable Sold Products table. Actions: Create a Product Usage record if one doesn't exist for the sold product. Create Product Usage records for all child products across all hierarchy levels. For each usage record, update the Total Child Product Count. This count reflects only immediate children. Associate Capabilities: If a usage record does not exist for the sold product, create it. Create Product Usage records for all child products across all hierarchy levels. For each usage record, update the Total Child Product Count. This count reflects only immediate children. Associate Capabilities:For each usage record:Check the Product Capability Map using the sold product's product model. If capability records exist, create corresponding Capability Usage records. Update the Total Capability Count. Don’t include related capabilities—only direct capabilities are considered.
Add Capability usage for new Cap Map	Product Capability Map [sn_prod_cap_core_prod_cap_map]	Trigger: A new active record is added to the Product Capability Map. Actions: Identify all sold products with a matching product model. For each matching product, create capability usage records and update the Total Capabilities in Use count in the Product Usage record.
Update usage on setting adoption score	Product Usage [sn_prod_cap_core_prod_usage]	Set Activation status of the given sold product and all its parent sold products in its hierarchy to In Use and update Usage plan to Activated if Usage plan isn’t set.
Update usage on setting adoption score	Product Capability Usage [sn_prod_cap_core_prod_cap_usage]	Sets Activation status to In Use for the capability usage record, its sold product, and all parent sold products. Sets Usage plan to Activated if not already set. Usage plan isn’t set
Update renewal finalized on	Update renewal finalized on field value on Contract table when Substate changes to Renewal Approved or Renewal Rejected. To capture the date when it is approved or rejected.	This helps to determine the won/loss of a contract and at what month of the year for Renewal Tab won/loss visualization graphical plot.

**Parent Topic:**[Customer Success Management reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/account-lifecycle-reference.md)

title	Customer success management business rules
description	This section includes the Customer Success Management business rules.
locale	en-US
canonical_url	https://www.servicenow.com/docs/r/acct-lifecycle-events/account-lifecycle-success-business-rules.html
release	brazil
topic_type	reference
last_updated	2026-09-10
reading_time_minutes	13
breadcrumb	ReferenceCustomer Success Management