Hi Ray,
I believe the issue is related to the way you are applying the template. When you use the Right click menu option Template > Apply Template > [TEMPLATE NAME] this uses client side code to populate the fields. I am assuming (don't flame me either ) that the Close code and Close notes fields are hidden until the State is set to Resolved (or similar). The template is attempting to populate these fields before it has access to them. I do not believe that changing the order of the fields in the template will have any effect.
Instead, you can add a module to the left nav that applies the template on the server-side prior to loading the form. This wiki article has instructions on how to do just that: Creating a Module for the Template - ServiceNow Wiki Also, you may refer to the Create New module in the Knowledge Base application for a slight different approach using a template module. I have provided screenshots below for both approaches.
Module in left nav (New Password Reset)
Link Type - URL (as described in wiki article)
Link Type - New Record (as used in Knowledge Base application)
I am not exactly sure what is preventing the work notes/comments fields from working, but if you could provide a screenshot of your template, that may help us troubleshoot further.
Carleen Greenlee
Senior Architect
