I just need to understand difference b/w Work notes and Additional comments in terms of VR

[SambasivaraP]

I understand work notes are used track the changes around the VIT journey. But i am looking for purpose of additional comments. 

Thanks in advance.

[pavani_paluri]

Hi @SambasivaraP ,

Additional Comments are intended for external communication with the end user or requester of the record. Here's how they differ from work notes:

Feature	Work Notes	Additional Comments
Audience	Internal (IT support staff only)	External (visible to end users)
Visibility	Not visible to the requester	Visible to the requester via portal/email
Use Case	Technical updates, troubleshooting steps, internal collaboration	Status updates, clarifications, user instructions
Notifications	Typically does not trigger user notifications	Often triggers email notifications to the requester
Audit Trail	Tracks internal handling of the ticket	Documents communication with the user

When to Use Additional Comments

• To inform the user about progress or resolution
• To request more information from the requester
• To confirm actions taken or next steps
• To close the loop when resolving or closing the incident

Using additional comments effectively helps maintain transparency, improves user satisfaction, and ensures a clear communication trail.

Mark it helpful if this helps you to understand. Accept solution if this give you the answer you're looking for

Kind Regards,

Pavani P

[Amitra Bhunia]

Both Work Notes and Additional Comments are used to record updates or communication on a record (like an Incident, Problem, or Change), but they serve different audiences and purposes.

Here’s a clear comparison:

Feature Work Notes Additional Comments

Purpose	Used for internal communication among IT or support staff.	Used for external communication with the end user or requester.
Visibility	Visible only to ITIL users (internal staff). Not visible to the requester through the portal.	Visible to both ITIL users and the end user/requester through the Service Portal or email notifications.
Typical Use	To document troubleshooting steps, technical updates, or internal discussions that should not be shared with the user.	To inform or update the user about the progress or resolution of their issue.
Example Entry	“Rebooted the server and cleared cache. Monitoring logs for stability.”	“We have restarted the server and your application should now be accessible. Please confirm.”
Notifications	Usually not sent to the end user. May trigger internal notifications depending on configuration.	Usually sends an email to the end user (if notifications are enabled).
Field API Name	work_notes	comments
Access Control	Controlled by roles like itil (internal users).	Accessible by both itil and the requester.

---

🔹 Best Practice

• Use Work Notes for technical details and internal collaboration.

• Use Additional Comments to communicate progress or status updates to the user in a professional, non-technical tone.

Mark it helpful if this helps you to understand. Accept solution if this give you the answer you're looking for.