Additional Comments vs Work Notes

[#1]

How are these fields best utilised? I notice on the Self Service side, only the AC field is present, so am assuming best practice is for this field to be used by the User, and the Work Notes field to be used by IT. Anyone use these differently? I notice there is a notification set up to alert a User when the ticket has been commented on, but not if work notes have been entered. Anyone know why this is?

[#2]

It's pretty simple for us - the Work Notes is for IT to use if they don't want the user/customer to see it; the Additional Comments is for IT and the user to use to communicate to each other.

[#3]

Matthew is correct; that's the way we designed the use of those fields.

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.

Whereas 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.

[gspiegel]

Thanks, I've got that.

In our case, users outside of IT have no access to Incident/Problem management.

Currently, they see neither Work Notes nor Additional Comments.

But in the future... What condition (group membership, etc.) regulates access to either one?

Thank you,