Work Notes & Additional Comments (Visible to customer)

[Ninette1]

Can you can explain the difference between the two. My understanding is 

- Works Notes are notes visible to agents only

- Additional Commnents (Visible to customer) are visibale to callers with no roles. Where can the custoner see this is it in the Portal, when they login to ServiceNow?

In our Instance for the time being we are not giving access to the client to login to a Portal or login to ServiceNow. But the requirement is to send Notification to the client when work notes are updated. I don't want to send an email to the client when internal notes (work notes) are updated and I thought I can use the additional comments (visible to customer) as a condition to trigger the email. Will this work?

Thank you

[MrMuhammad · Accepted solution]

Yes, your approach is good. You can leverage Additional comments to send notifications to end user. 

in the notification you can select 

Send when - Record inserted or updated

Condition - Additional Comments | Changes

Please mark this accepted & helpful if it answered your question.

Thanks & Regards,
Sharjeel

[Balaji Jagannat]

Yes, your understanding is correct regarding the work notes vs Additional comments and who can access it. 

And, yes, you can trigger the notifications based on changes to Additional Comments on a ticket to Caller

[Ninette1]

Thank you for the clarification

[MrMuhammad]

Happy to Help!