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?

[vaishali231]

hey @Pavithra_Raghu 

Hope you are doing well.

Did my previous reply answer your question?

If it was helpful, please mark it as correct ✓ and close the thread . This will help other readers find the solution more easily.

Regards,
Vaishali Singh

[Pavithra_Raghu]

Hi  @vaishali231 ,

Thank you for your suggestions.

I checked the Business Rules and did not find any logic copying Work Notes to the Incident Task. 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!

[yashkamde]

Hello @Pavithra_Raghu ,

Can you share the screenshot what actually happening,

Because I checked on my pdi and the worknotes are remaining on incident level only not getting populated anywhere..

[Pavithra_Raghu]

Hi @yashkamde ,

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!