Service Operations Workspace ITSM - New Feature - Add comments for catalog task records

Thomas Bohan
Tera Contributor

3 weeks ago

Anybody notice a significant (1 line) new feature in the Service Operations Workspace ITSM Applications release notes for Version 8.6.0 - April 2026 (you need to be on at least Zurich Patch 8):

https://www.servicenow.com/docs/r/store-release-notes/store-rn-itsm-service-ops-workspace-apps.html 


Agents can now add comments for catalog task records out-of-the-box

A not so insignificant change. I can't find any documentation on it either except for the mention in the release notes and I can't see any configuration options for it either. Just seems strange to slip it in almost unnoticed.

Personally I find the new documentation site difficult to navigate so it maybe it's detailed somewhere else in there.

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2 REPLIES 2

Vijaya_Mnpram
Kilo Sage

2 weeks ago

@Thomas Bohan  Earlier, in SOW there was option to add only 'work notes' for the agents. 

Vijaya_Mnpram_0-1777906354863.png

With the latest release, there is option to add both 'Work notes' and 'Additional Comments' OOB. No plugins to be installed, OOB they enhanced this page. 

 

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Thomas Bohan
Tera Contributor
In response to Vijaya_Mnpram

2 weeks ago

As a long time user of SOW for ITSM, I understand what the functionality means.

It's just I have always told our agents to add work notes to the sc_task(s) to log fulfilment progress.
When they need to update the requester, they go the parent RITM record and use the comment option there.

This new feature of allowing Comments from sc_task is a significant change.
I don't even know are new email notifications configured by ServiceNow for such an activity.

Just seems to be strange to slip-in such a feature in a plugin update limited to Zurich Patch 8.
There is no mention of it in the Australian upgrade release notes either.

Some testing for sure will be required.

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