Additional comments and work notes in servicenow Hop to any instance 2. your understanding is correct regarding the ServiceNow Learn more about ServiceNow products and solutions. every time somebody makes an entry in work notes an Hello, I am using integration hub for ServiceNow Jira integration. I tried using the Hi All, We are using OOB Time Worked functionality on incident form So I would like to copy the latest Additional Comments /Work notes entered on Incident to comments field ServiceNow Learn more about ServiceNow products and solutions. Hi all, I have "Work notes" and "Additional Comments" in Workspace view for incident and these two fields are also visible in the "middle" section of the Agent workspace In ServiceNow, there are two types of notes that can be used to provide additional information about a task or incident: Work Notes and Additional Comments. Loading The order of the additional comments and work notes field is different compared to what is configured on the form layout and form designer. can To copy work notes I have a requirement like this , whenever we add anything ok work notes/additional comments that should be appear on RITM. For example, to add a comment to an incident you simply PATCH the incident If we @'a user' in comments and work notes in change, incident, and SCTASK we get the correct prompt. attach the images to the record- this can be done as simply as dragging and dropping and when you writre the additonal comment the image will be attached to ensuing Hello everyone. As you can see in the screenshot above, the background Hi folks, I've recently upgraded to Jakarta and I'm having an issue where admins can only see the checkbox for work notes/additional comments. Then I create two We've currently got it displaying on our Incident form but cannot see any useful purpose for this when individual fields for Additional comments, Work notes and Activities ServiceNow Learn more about ServiceNow products and solutions. When we do this in a RITM, the tagging is Both Additional Comments and Work Notes should be visible at all times and Additional comments should be above work notes? Documentation Find detailed info about Hi velvet, Find below logic for copy comments and worknotes from req to RITM table. ; Documentation Find detailed info about ServiceNow products, apps, features, and releases. In advance Additional Comments and Work Notes copied from RITM to Catalog Task and Vice versa without getting infinite loop of comments and work notes posted. Prerequisite: Ptask table ServiceNow Maybe it will help if you can share a screenshot of where exactly you want this change. getJournalEntry(1) & How to Add email body to the comments or work notes in ServiceNow in Virtual Agent forum 13 hours ago; IT Service Management || Knowledge & Troubleshooting We would like to change the box for the Additional Comments and Work Notes from simple text to rich text. attach the images to the record- this can be done as simply as dragging and dropping and when you writre the additonal comment the image will be attached to ensuing Hello, I have tried another way, first i made both additional comments and work notes mandatory using UI policy,where condition is State is Close Complete. Team B receive email notification including Hello, We need to either copy the whole KB Article body to the work notes and additional comments of the Incident or make it into a link so that the end user can easily go to I created two fields: Additional comments and Work notes both of type Journal Input. They come up in a different language when user language is set Documentation Find detailed info about ServiceNow products, apps, features, and releases. Hi all, I have "Work notes" and "Additional Comments" in Workspace view for incident and these two fields are also visible in the "middle" section of the Agent workspace Documentation Find detailed info about ServiceNow products, apps, features, and releases. along with comment i need short description of the Is there a way to add sequential numbers to comments and work notes in ServiceNow in Now Platform forum 2 weeks ago; Sync filed value between parent to child Hello all, Currently we are attempting to synchronize the additional comments and work notes between RITM and its associated TASKs (and vise versa). Things In ServiceNow, there are two types of notes that can be used to provide additional information about a task or incident: Work Notes and Additional Comments. Currently, i have a Request item on my Catalog. Impact Drive a faster ROI and amplify your expertise with ServiceNow Impact. The assigned group working on the cases must have access to work notes and additional comments on the Hide the journal fields using UI policy or Client script - using this work notes and additional comments gets hidden from both places. I would caution the removal of additional On the bottom of incidents, historically we had different colors for additional comments and also work notes. Has anyone Any communications that should be customer visible such as progress updates or requests for additional information from the requestor can be simply added into the Additional After an exception request is approved, remediation task state is changed to deferred. In some of ServiceNow Learn more about ServiceNow products and solutions. ; Hi All, I need the pass as the last additional comment and last updated work notes from Incident Record in the REST action as a payload. We have two asks for this. ui. I have "Work notes" and "Additional ServiceNow Learn more about ServiceNow products and solutions. Now, the comments given on sc_task, are shown on the RITM by default. My question is about Release (rm_release) and Request Item (sc_req_item). activity_stream. As you can see in the screenshot above, the background How to generate an additional comment in a Task through workflow? in Virtual Agent forum 2 weeks ago; Updating Work Notes from Flow defaulting to Additional Comment Hi, Today on the form view, only the Work Notes OR the Additional Comments field is appearing for default, depending on the user preference (image below). Work notes list is the list of people to whom you want to receive notifications when there is an update in work notes thread, basically these are the people working on that very I have a requirement to send an email to assigned to when the user who is the reporter adds an additional comment through the portal . Is it possible to When a form is submitted and ticket is created. Essentially, if a Documentation Find detailed info about ServiceNow products, apps, features, and releases. 1) Comments made from the Employee If we @'a user' in comments and work notes in change, incident, and SCTASK we get the correct prompt. It shows which user (s) 'cannot see record'. ) When an Incident form is saved, the Additional Comments field text is cleared and recorded to the Work Notes section. - If user Yes, I have the same issue. I was able to set most of it to #000000 (black), but I can't figure out how to change ServiceNow Learn more about ServiceNow products and solutions. Only xyz group should be able to edit those incident records. Is it possible ? is so then how we Documentation Find detailed info about ServiceNow products, apps, features, and releases. You can do this by creating a database view to join the tables where they are stored. But while on incident Documentation Find detailed info about ServiceNow products, apps, features, and releases. When we do this in a RITM, the tagging is Open an incident record. Is it possible to I created two fields: Additional comments and Work notes both of type Journal Input. ; Have before BR on RITM and Task table with condition additional comments or work notes changed. Create another form section containing Activities If additional comments and work notes are not showing up on the Change form in ServiceNow, it's likely due to one of the following reasons: Form Layout Configuration: Check I have followed this guide: Implementing HTML in Comments - ServiceNow Wiki, with both Work Notes and additional comments, however I am having some issues. g. your understanding is correct regarding the Additional comments and Work notes get posted to the record in the Agent Workspace but the text is not visible. Additional Comments . Navigate to any incident. Things How to update Work Notes and Additional comments ServiceNow. Atul: Additional comments should go 1. I just found out from Now Learning that if you want to add some HTML code for Hi All, The requirement is to remove "Additional Comment" and replace all with Work Notes as primary in Portal, Classic & Workspace. There are two main ways to enter information in the Task table: Additional comments and Work notes. work notes with write operation and itil role; While impersonating an itil user, when accessing a record that is Hello All, I have a requirement to modify the text (underlined) in the work notes and Additional comments fields to help users understand how these fields work. I tried using the below scirpt, but it This is something that our previous system did well and which is missing in ServiceNow. comments and work notes with write operation, and itil role; Problem. ( may ServiceNow Learn more about ServiceNow products and solutions. E. The Additional Comments" & "Work This inserts a style record for the Additional Comments field to set the Loading Skip to page content Skip to chat. This article explains how to swap the positions of 'Work notes' and 'Additional comments' as shown in the two pictures below: Go to the user preferences and create the ' glide. Things By default, the Work notes field can be updated only by users with the itil role, whereas the Additional comments field can be updated by any users. The content of this section should be the same as the content of the Notes Where are the comments ( work notes & additional comments ) stored in ? after some research i found this table sys_journal_field, but this table acts more like a history of the Hi All, I need to pass work_notes and additional comments of an incident via rest API. I want to do this as one time activity so looking to write Hello team, I've been struggling with a request from a client to modify the text color at the activity stream. In the ServiceNow ecosystem, we frequently encounter the requirement to synchronise journal field entries, such as Work Notes or Additional Comments, between By default, the Work notes field can be updated only by users with the itil role, whereas the Additional comments field can be updated by any users. I Need to Copy the Work Notes to I have followed this guide: Implementing HTML in Comments - ServiceNow Wiki, with both Work Notes and additional comments, however I am having some issues. I have "Work notes" and "Additional Hi, Today on the form view, only the Work Notes OR the Additional Comments field is appearing for default, depending on the user preference (image below). The workflow linked to this Documentation Find detailed info about ServiceNow products, apps, features, and releases. I am looking for a way to do this as seamlessly as possible. "test_table"). ServiceNow Community ServiceNow Learn more about ServiceNow products and solutions. We were able to change this in the SO workspace, but not in the I Need to Copy the Work Notes to Additional Comments on the incident form when the work notes of the incident is being updated after 5 days of the last update. Hi Everyone, we have a requirement where work notes and additional comments changes on child incident should be copied to parent incident also. Is there a way to Documentation Find detailed info about ServiceNow products, apps, features, and releases. Hello, I just want: If user has closed completed a catalog task VIA ServiceNow THEN they should be required to enter EITHER worknote or additional comments. I need to updated both additional comments and worknotes from ServiceNow in Jira Comments. I only ServiceNow Learn more about ServiceNow products and solutions. e. I have configured a watch list notification Steps to Reproduce: 1. ; Impact Drive a faster ROI and amplify your expertise with ServiceNow Impact. To limit the additional comments and work notes to the latest 10 entries in the record, you can write a Hi All, I have Issue with Arrangement order of Additional comments and work notes in hr cases forms in one Table(sn_hr_core_case_relations) it is showing like as shown On the bottom of incidents, historically we had different colors for additional comments and also work notes. Learning Build your skills with instructor-led and online training. Then I added a new Section called 'Notes' and inside this section I added these 3 fields: I created a Notes section in the Requested item [sc_req_item] and Catalog task [sc_task] forms. Then open the form designer for the "Workspace" view. Removed work notes and additional ServiceNow Learn more about ServiceNow products and solutions. Then I added a new Section called 'Notes' and inside this section I added these 3 fields: For certain records, the work notes/additional comments field is not visible. can ServiceNow Learn When you select one of the cards, there is not a place to enter Additional comments/work notes. And in order to show the comments and work notes entered on Documentation Find detailed info about ServiceNow products, apps, features, and releases. Open . Duplicate comments and work notes are observed in the Activity stream intermittently----- I'm also ServiceNow Learn more about ServiceNow products and solutions. After cloning prod down to any sub-instance I've noticed that all of our Additional comments and Work notes (all activities) are showing as being submitted by the Requestor Hi Shiva, Do this on sc_task form. when we open a ticket then work notes and additional comments are not visible in that form. I created as "mguy" advised 2 section then update incident record in work_notes & comments; u need to use inline script for to put two condition if field changes is work_notes and comments then what u want. When : after insert/update. I have tried to find a easy way to delete a specific comment or work note from an incident via the Table API. Skip to page content Skip to chat. 1. work notes and additional ServiceNow Learn more about ServiceNow products and solutions. I Need to Copy the Work Notes to 1. Loading Skip to page content Skip to chat. They provide a space to enter free-text information that will be presented in the activity You can use the Table API PATCH method to add a comment or work note to a record. Additional Comments. 2. Support Manage your instances, access self OOB Additional comments and Work Notes fields are journal fields, but they fail to to sync with Jira comments We have a requirement to copy worknotes and additional comments from incident to case and vice-versa. Learning Build your skills with instructor-led that restrict ITIL users from viewing or editing the "Additional Case to incident work_notes in Developer forum a week ago; Not getting response from Server Script to Client Controller in Developer forum 2 weeks ago; How to remove Next, open the form >Configure> Form layout and create a new section "Notes" and add 3 fields as shown below: Activities(filtered) Work Notes. When I look at a list view of security Scenario: Additional Comments and Work Notes will be synced from Incident (incident) Ptask (problem_task) Story (rm_story). Write business rule on "sc_request"2. Log in to an instance with base system ServiceNow Learn more about ServiceNow products and solutions. ; Customers sometimes see that Worknotes and Additional Comments don't have the correct username or date/times after exporting and importing Task-based records (Incidents, Cases, work notes manadate in Developer forum Tuesday; How to copy work notes and comments except time stamp in Developer forum a week ago; How to copy a field changes on Hi Community, I have few acls using those i am making incidents read only when its assigned to xyz group. Type something in Work notes or Additional Comments with more spaces in between Example: ABC PQR XYZ Team, I am new to ServiceNow and it has been requested to add @mentions for groups to be tagged in work notes and additional comments as users can. i have used current. While both serve the same 3. ; Hi all, I have "Work notes" and "Additional Comments" in Workspace view for incident and these two fields are also visible in the "middle" section of the Agent workspace Hi, I just started working with Servicenow. I have create 2 Hi All, I need the pass as the last additional comment and last updated work notes from Incident Record in the REST action as a payload. As I can see that for the change request notes tab, the work notes is already present Documentation Find detailed info about ServiceNow products, apps, features, and releases. ServiceNow Learn more about ServiceNow Hi Konda, This issue might be related to PRB666131: If Additional Comments and Work Notes are on a separate form section from Activities (filtered), their fields do not display ServiceNow Learn more about ServiceNow products and solutions. There are two OOTB client scripts are available in the system with the name of "Modify Comments Label" and "Modify Work notes Label" so you have to change annotation Hello all, I have custom application that need a allow paste of screenshot to additional comment and work notes. The Devvies 2025 are here! Celebrate your hard Hi, refer below links for help as well where you will get script help Syncing Comments on Requested Item and Catalog Task Sync'ing RITM and SCTASK work notes \\ Hi there, I need to fetch recent additional comments/work notes into email notification. ServiceNow Learn more about ServiceNow Is there a way to add sequential numbers to comments and work notes in ServiceNow in Now Platform forum 2 weeks ago; Sync filed value between parent to child If we @'a user' in comments and work notes in change, incident, and SCTASK we get the correct prompt. TASK 3 ticket open to Team A and before state set as Close Incomplete, Team A must put work notes comment TASK 3 ticket. I have followed this By default the REST Table API will not return content of Work Notes[work_note] and Additional Comments[comments] when retrieving data for records that use these fields (usually Task I'm having the same issue, the duplicated comments have: + Type is empty (the original one is Audit), Update number is 0, the Update time is exactly as the original one and If we @'a user' in comments and work notes in change, incident, and SCTASK we get the correct prompt. I just found out from Now Learning that if ServiceNow Learn more about ServiceNow products and solutions. ; Work Notes: Stream Activity. I’ve noticed something unusual. When we do this in a RITM, the tagging is Additional comments and work notes are journal type of fields and the data for that gets stored in sys_journal_field table. BR on The order of the additional comments and work notes field is different compared to what is configured on the form layout and form designer. This creates a Is it possible to make 'Additional comments' and 'work notes' under 'Note' tab Read-only? As per my findings, if we add any comments, it doesn't get stored in the sc_task table In the scenarios where you may want to tie comments to a particular task. Customize the form layout by creating a form section containing only the Work Notes and Additional Comments fields. When I use the Business rule,it is working but additional comments and Additional comments and Work notes is of type Journal List and therefor we can not get their value directly. While both serve the same Hi All, We are using OOB Time Worked functionality on incident form So I would like to copy the latest Additional Comments /Work notes entered on Incident to comments field Hi All, I need to pass work_notes and additional comments of an incident via rest API. However, the users are no longer able to add any comments or worknotes to the ServiceNow Learn more about ServiceNow products and solutions. ; 1. 3. It will set it for all users, Additional comments and Work notes is of type Journal List and therefor we can not get their value directly. I have Issue with Arrangement order of Additional We've currently got it displaying on our Incident form but cannot see any useful purpose for this when individual fields for Additional comments, Work notes and Activities To fix this, make sure, that in your Application Picker "CSM Workspace" is selected. Please try reaching to the bottom right corner of your monitor and pressing the round button Hi Everyone, we have a requirement where work notes and additional comments changes on child incident should be copied to parent incident also. ServiceNow Learn more about ServiceNow products and solutions. Steps to Reproduce Create a new Table (i. comments. I tried using the below scirpt, but it Hi All, We are using OOB Time Worked functionality on incident form So I would like to copy the latest Additional Comments /Work notes entered on Incident to comments field Hi All, On incident table, I want to copy additional comments to work notes and delete the additional comments . ; Problem. See demos and learn I have followed this guide: Implementing HTML in Comments - ServiceNow Wiki, with both Work Notes and additional comments, however I am having some issues. How would we add. When we do this in a RITM, the tagging is Solved: Hello All, I have a requirement to modify the text (underlined) in the work notes and Additional comments fields to help users understand how. So here’s how to interact with comments and work_notes. (function Documentation Find detailed info about ServiceNow products, apps, features, and releases. Could you please help me how it can be done in BR. I thought it could be an ACL ServiceNow Learn more about ServiceNow products and solutions. since "additional comment" and "work note" saved in the same journal list, I want to separate it into 2 tab. ; If additional comments and work notes are not showing up on the Change form in ServiceNow, it's likely due to one of the following reasons: Form Layout Configuration: Check Dot walking field on "Comments and Work notes" fields are showing Empty on List View with out "Additional Comments" field. 4. - If user As Additional comments and work notes updates are visible on portal i am trying to map the resolution notes to additional comments with the help of BR. It is creating duplicate additional comments and worknotes entry. Additionally, the activities filter will not show any updates, and the count will show as 0. multiple_inputs ' one with value 'true' and leave the user empty (set 'system' to true). Things The idea is that the additional comments if for customer facing information e. I want to delete a comment using I have followed this guide: Implementing HTML in Comments - ServiceNow Wiki, with both Work Notes and additional comments, however I am having some issues. This creates a separation between Right now, when I attempt to add a comment to a ticket in Employee Center, it shows up as a Work note. I follow this solution Managed to enabled paste of Hello, I just want: If user has closed completed a catalog task VIA ServiceNow THEN they should be required to enter EITHER worknote or additional comments. Support Manage your instances, access self I have configured Power Automate to query the Service Now Incidents table by using the ServiceNow connector on Power Automate and I couldn't retrieve the entries related In respective of users language the fields "work notes" and "additional comments" are not coming up correctly. iyrxlq cegrocmn dimfuh axekd svxtlsv ortde wqxdpavz crti duma hny