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

cnharris1 · ‎10-22-2025

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

Dr Atul G- LNG · ‎10-22-2025

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/dratulgrover [ Connect for 1-1 Session]

****************************************************************************************************************

View solution in original post

Dr Atul G- LNG · ‎10-22-2025

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/dratulgrover [ Connect for 1-1 Session]

****************************************************************************************************************

cnharris1 · ‎10-22-2025

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