Work notes and additional comments do not match for the workspace and backend forms

[Community Alums]

Hi all,

I’ve noticed something unusual. In some of our cases, the work notes and additional comments in the agent workspace forms don’t match those in the backend forms. I have examples where a user updates the state of a case and the notes display a different username for that update in the workspace. However, when I check the backend (including the audit), it displays the correct user who made the state update.

I’ve also noticed an instance where a case was resolved and the workspace shows that the person who changed the state to resolved also assigned the case to another user. This doesn’t show up in the backend. In fact, the backend correctly displays the user resolving the case without changing the ‘assigned to’ field.

Has anyone encountered a similar issue or knows how to troubleshoot this? It’s strange that the workspace form shows different notes from the backend. Thanks

[Sandeep Rajput]

@Community Alums If you are observing such differences in worknotes on the platform view and workspace then I recommend raising a case with ServiceNow support to get this issue addressed. I also observed differences between the way worknotes are ordered in platform view vs the workspace view. However, the issues are referring carry higher impact than mine.