WHat is the difference between Worknote & Additional Comment

[VShine]

I had understandning that Worknote is intended for IT/Support agent to use so its said - Not customer visible.

But on Portal view, both Additional Comments & Worknotes are visible. I check my fresh PDI, and it has same behavior for both IT and HR portal. Users related to RITM/Incidents/ HR Case can see all worknotes added by agents.

Can someone please help me understand what is the difference?

@Ankur Bawiskar @Prasad Pagar 

[Pooja Magadum]

Hi Vikrami,

The Additional comments and Work notes fields are the two Journal fields that are present by default on the Task [task] table (and thus, on all tables that extend the task table):

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. This creates a separation between notes that are meant to communicate back and forth with the customer, versus notes meant to log work or serve as technical information that shouldn't necessarily be exposed to the user.

Regards,
Pooja

[VShine]

@Pooja Magadum I think you are talking about self service view on platform UI , correct? I am having question on Portal. Any user (user without any specific role) can see Worknotes on portal for their incidents / cases. 

[Naman Punia]

Hi Vikrami,

The central purpose of a Task record in ServiceNow is to record and communicate. There are two main ways to enter information in the Task table: Additional comments and Work notes. They provide a space to enter free-text information that will be presented in the activity formatter or in a Journal Output field, as an ongoing commentary on how the task is progressing.

• Additional comments is provided for communication with the requester. Often, they are progress updates, giving the requester insight into how the work is going. They are made available to everyone

• Work notes is targeted at notes for fulfillers. These are likely to be technical or sensitive in nature and should not be shared with the requester.

And I think you can also use the additional comments for getting the comments from the third party sources while integration as these are for everyone.

Please mark helpful or correct if you feel.
Regards,

Naman Punia

[VShine]

@Naman Punia thanks for reply. So "Worknote (Private) " is meant for only platform UI self service view, that is not correct for portal view? 

Can I create some restrictions for Worknotes not visible on portal for only HR Applications?