Work Notes , Email, other updates over incident

[Ballela Siva Te]

Hi Team,

I would like to know which feature ServiceNow uses to update activities that would be happening from the creation of the incident

- Right from creation emails, work notes, any other changes to priority etc... these changes were reflected in the activities

Regards

Siva Teja

[Dr Atul G- LNG]

Hi @Ballela Siva Te 

Are you referring to this:

[swathisarang98]

Hi @Ballela Siva Te ,

The activity stream captures all the field changes which are mentioned in the the Filter activity,

Along with this notes can be updated through scripting, business rules, client script

and Additional comment can be updated through portal when caller replies 

Please mark this comment as Correct Answer/Helpful if it helped you.

Regards,

Swathi Sarang

[Anand Kumar P]

Hi @Ballela Siva Te ,

1. Select the activity filter icon ( ).
2. At the bottom of the list, select Configure available fields.
3. In the slushbucket, select the desired fields in the Available column and move them to the Selected column.
   The activities appear in alphabetical order, regardless of the order in the Selected column the those fields data will capture in activity formater.

Mark it as helpful and solution proposed if it serves your purpose.
Thanks,
Anand

[Maddysunil]

@Ballela Siva Te 

ServiceNow maintains an activity stream for each record, including incidents. This stream captures all changes made to the record, including updates to fields like priority, status, assignment group, etc. This allows users to view a chronological history of all activities and changes made to the incident.

Please Mark ✅Correct if this solves your query and also mark 👍Helpful if you find my response worthy based on the impact.

Thanks