What is Difference between Action Taken, Additional Comments and Work Notes

[Servicenow User]

Hi All,

  What is Action Taken in Major incident and how it works? and what is difference between work notes, additional comment and Action taken? 

Thanks in Advance.. 

[Ashvini Kadus1]

Hi,

Below are the clarification over action taken, work notes and additional comments. Please go through it:

Action Taken in Major incident :

Information on what caused the major incident and actions taken by the teams to resolve the incident(generally used in post incident report).

The teams can assess incident response and resolution process and determine follow-up actions items.

The post incident report is required to record the actions performed, the reasons for doing them, and findings.

Difference between work notes, additional comment:

 Work Notes: is for IT to use if they don't want the user/customer to see it. The Work Notes is for internal IT information e.g.

Good god, this is the third time this month that Pat has forgotten how to turn his monitor on.

The way the OOB system is configured, the outbound end user facing notifications don't include work notes, nor do the ESS forms.

 Additional Comments: is for IT and the user to use to communicate to each other.The idea is that the additional comments if for customer facing information e.g.

'Please try reaching to the bottom right corner of your monitor and pressing the round button with the power symbol on it.'

Hope it helps to understand clearly!

Kindly mark as a correct answer or helpful if it helps you to understand these process.

Thank You!

Ashvini k

[asifnoor]

The Work Notes is for internal team and not visible to customer.

The Additional Comments is for IT and also used to communicate about the status of the incident.

Mark the comment as a correct answer and helpful if it answers your question.