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Do close notes automatically show in the activity section on the employee portal OOTB?

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cnharris1
Kilo Sage

3 weeks ago

Hello developers,

Quick question, when an agent closes a case and adds close notes, do the close notes automatically show in the Activity section on the portal for the end-user?

Best regards,

 

cnharris1

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Dr Atul G- LNG
Tera Patron
Tera Patron

3 weeks ago

Hi @cnharris1 

No, the agent can only propose a solution — the user needs to accept or reject it.

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If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
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Dr Atul G- LNG
Tera Patron
Tera Patron

3 weeks ago

Hi @cnharris1 

No, the agent can only propose a solution — the user needs to accept or reject it.

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

****************************************************************************************************************
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cnharris1
Kilo Sage

3 weeks ago

Thanks @Dr Atul G- LNG ! I had a feeling that was the case but couldn't find any official documentation. 

Thanks again for the quick reply!

 

Best regards,

 

cnharris1

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