Sometimes, the form layout for a particular view may not include these fields in the closed or canceled states. You can check the form layout and verify that the fields are not being hidden conditionally based on the state. or
There could be Access Control Lists (ACLs) that restrict ITIL users from viewing or editing the "Additional Comments" and "Work Notes" fields in certain states like "Closed" or "Canceled." Check the ACLs on these fields for read and write permissions to ensure that ITIL users have access.
