Service Desk - Incident - Work Notes vs Additional comments (Customer visible)

[Jimmy Hooh Chee]

Hi Guru

I am doing this simulation in instance. I created a new incident ticket and just wanna see the logic behind

1.) When an incident form is saved, all the Work Notes field text is recorded to the Activity Log field

This make sense to me 

Work Notes:

Stream Activity

Additional Comments

2.) When an Incident form is saved, the Additional Comments field text is cleared and recorded to the Work Notes section

The funny thing is not sure why additional comments is cleared despite it said visible to customer and it is written to activity stream instead of work notes section. The work notes is blank

Activity

Taught

[AnubhavRitolia]

Hi Jimmy,

Additional Comments is Journal Type field and not String. So if you put any value, it will be stored in Activities and value will get cleared. 

Customers can view Additional Comments as part of Activities only. 

They won't be able to see Work Notes.

Please mark this as correct answer and helpful if it resolved, or mark this helpful if this help you to reach towards solution.

[Jimmy Hooh Chee]

Anu

I dont think so you address my question

2.) When an Incident form is saved, the Additional Comments field text is cleared and recorded to the Work Notes section - WHY

The funny thing is not sure why additional comments is cleared despite it said visible to customer and it is written to activity stream instead of work notes section. The work notes is blank

[MrMuhammad · Accepted solution]

Hi Jimmy,

Work notes and Comments are both journal-type fields and they store text in a special table sys_journal_field. Once you submit the record any text in work notes or additional comments is recorded in the Journal entry table and logged that information in activities on record.

So #1 is correct and the reason #2 is not correct is that comments don't get captured in the work notes section instead it gets captured in activities.

Regards,

Muhammad