question Comments and worknote field on service operations workspace is not clearing in Community Central forum

Comments and worknote field on service operations workspace is not clearing

Shruti Bhosale — Mon, 19 Jan 2026 11:23:55 GMT

Comments and worknote field on service operations workspace is not clearing.

When i add any test in comments and work note in SOW. click on save it is adding that comment in ticket but also the text is not getting clear in comments and work note field ServiceNow

Re: Comments and worknote field on service operations workspace is not clearing

RajC59005800307 — Mon, 19 Jan 2026 11:38:43 GMT

This might actually be a expected behavior in Service Operations Workspace, not a bug.

In Workspace, Comments and Work Notes are journal fields, and after you click Save, the text you typed stays in the input box. It still gets added to the ticket’s activity stream, but the field itself doesn’t auto-clear like it does in Classic UI.

Most of the time, this happens because Workspace keeps the last entered value on the client side so the user can quickly edit or resend it.

If you want it to clear after saving, you can add a small Workspace Client Script to blank out those fields on submit.

For example:

function onSubmit() { g_form.setValue('comments', ''); g_form.setValue('work_notes', ''); }

That will make the fields clear after save in Workspace.

check these:

1. Is the record really saved?

Refresh the record — you’ll see the note was added even though the text stays in the box.

2. Any custom client script/UI policy on those fields?

Re: Comments and worknote field on service operations workspace is not clearing

Ivan Betev — Tue, 20 Jan 2026 10:07:49 GMT

I'm also seeing this. It looks like a bug after the Yokohama Patch 10 Hotfix 1 Update; it was fine last week..

Re: Comments and worknote field on service operations workspace is not clearing

blakemolmen — Tue, 20 Jan 2026 19:57:53 GMT

We are seeing the same thing - this was not the behavior we previously experienced, and then last night we patched to Yokohama Patch 10 Hotfix 1 - and today our agents are reporting this exact issue.

Re: Comments and worknote field on service operations workspace is not clearing

Ivan Betev — Wed, 21 Jan 2026 09:45:57 GMT

Most Probable Cause:
PRB1973244 - [Yokohama patch 10] Texts does not cleared out from Journal fields (comments/ work notes) after clicking Save in the workspaces

Please note that you can now view the current status of the Problems associated to your Case by navigating to: Self Service -- Problems.

Solution Proposed:
The fix is available starting from Yokohama Patch 11, Yokohama Patch 12, and Zurich.

Re: Comments and worknote field on service operations workspace is not clearing

ashleyharve — Tue, 27 Jan 2026 09:21:23 GMT

ServiceNow comments vs work notes usually trip people up at first. I’ve learned to treat comments as customer-facing updates and work notes as internal chatter for the team. Mixing them causes confusion fast. Clear usage keeps audits clean and avoids awkward moments where internal troubleshooting accidentally ends up visible to the requester. Once everyone sticks to the rule, collaboration feels much smoother.