Work Notes List

[stevekeiper]

Does anyone know what the intended purpose is for the work notes list on the incident form?

It seems that this might be used for email notifications to listed users, as in, send an alert to the work notes list when a work note is posted.   However, when I set up this scenario it does not seem to generate any notifications.

Is there a way to set up a work notes based notification to go the assignee and or a listed/group of interested users?   I am looking to alert internal assigned engineers and supervisors and avoid notifying the caller and the entire assigned group.

[Allen Andreas · Accepted solution]

That is what the intended function is supposed to do (notify users interested in when work notes are made to be alerted to that fact)

But as far as you not receiving a notification, did you test it on a user who has permission to even see work notes normally?

Also to alert 'x' person or group to when work notes are assigned you could set up a business rule that will automatically add 'x' person/team to an incident that is assigned to 'x' group or whatever the parameters might be.

For me...I have a user who gets added to the watch list for any ticket assigned to 'x' group (because we don't want them to inherit the ITIL role, but we still want them to see it).

So I'm sure it's the same thing for work notes...except work notes does have permissions around them which is an added factor.

Hope this helps!

[ritajit]

Hello,

Can you help me on how to filter on work notes in a regular report? Currently I don't see an option to add worknotes to the filter option and retrieve incident/change records with certain keywords.

[Paw1]

Hi Allen,

If a non role user (think project manager) wants to know what is in tickets (Incidents, maybe ritms, or sctasks) of the people (could be group or individuals) who are working the tickets.  

What will a non role user (who is not the caller or requester), be able to see (add'l comments, work notes, etc)?

[Allen Andreas]

Hi, 

OOB they wouldn't be able to see anything. ITIL role is required to see all records, and only select users (like you mentioned, caller, etc.) can see their specific ticket.

So for your scenario, you'd need to define: "wants to know what is in ticket", means, and then see if the ITIL role may be the best approach. If they just want to see comments and worknotes, then they could be added to the ticket watch list and/or work notes list and then receive communications that way (you would have to build out a notification to send 'x' comments or notes to the respective field on the record.

If you want them to be able to "see" more, then you can open the read ACL a bit more and let them see the record if they are listed on the watch list, as an example, but this should be bounced across your ServiceNow Account Executive to ensure you won't get billed for this modification.

Please mark reply as Helpful, if applicable. Thanks!