Access to work notes

[sonita]

In the catalog task , noticed that only people with itil and admin role can have access to work notes , on the catalog task table; how can i remove the restriction so everyone can see the work notes and comments under work notes tab?

[SanjivMeher]

That's how it is out of box. In order to allow other users to update work notes, you will have to add a Write ACL on sc_task table.

But if you do that, you may breach ServiceNow licensing policy. Because you pay servicenow based on number of itil license.

[Joel Millwood2 · Accepted solution]

Hi Sonita,

As Sanjiv has explained above, this is how it is out of the box and how it is intended. 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 Comments field. Work notes are intended for internal use by fulfillers and usually contain information that is either not relevant to the requestor, technical or perhaps even sensitive in nature and should not be shared with the requestor. Is there a specific requirement as to why you would like two separate fields that are both visible to the requestor and also to the fulfillers?

[sonita]

Thank you both for your help; I won't change it as it's not an urgent need for the client. 

[Joel Millwood2]

You're most welcome Sonita. Thank you for taking the time to leave feedback and also for marking our answers as helpful. Please feel free to mark one of our answers as the correct answer so that this question will be removed from the unanswered list and to help other community members find this content. Best Regards, Joel.