Work Notes added on Parent Incident should remain only at Incident level.

[Pavithra_Raghu]

I am seeking guidance on how to ensure that Work Notes entered on a parent Incident remain exclusively at the Incident level and are not automatically propagated or synchronized to any associated Incident Tasks. The objective is to preserve the existing Work Notes functionality for tasks while maintaining a strict separation between journal entries at the Incident and Incident Task levels. In other words, Work Notes added to the Incident should not appear on its tasks under any circumstance, and task-level Work Notes behavior should remain unaffected. What configuration or best practice approach is recommended in ServiceNow to achieve this separation?

[Ankur Bawiskar]

@Pavithra_Raghu 

how is the copy happening?

If it's OOTB then disable that BR or logic

If it's custom then discuss with your customer and disable that

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Pavithra_Raghu]

Hi @Ankur Bawiskar ,

It appears that the Work Notes added on the Parent Incident were copied to the Incident Task due to an instance glitch, and the issue has now been resolved.

Appreciate your help!

[Ankur Bawiskar]

@Pavithra_Raghu 

Please mark your own response as correct and close the thread.

[Aditya_hublikar]

Hello @Pavithra_Raghu ,

As per my understanding , there is no any OOTB functionality which will sync incident worknotes and incident task worknotes. Please ensure that is there any BR/flow which will enforcing this behaviour.If yes then disabled that to prevent this from happening.

If my response helps you then mark it as helpful and accept as solution.

regards,

Aditya,

Technical Consultant