Clarification on Usage of Work Notes and Additional Comments in Order Line (SOM)

[rahulkoheda]

Hi Team,

I am trying to understand the practical usage of Work Notes and Additional Comments on the Order Line record in Sales and Order Management.

In my observation:

• The Order Line record does not have Assigned To or Assignment Group fields
• Customers/contacts do not have direct access to the Order Line record

Given this, I would like clarification on:

• Where and how Work Notes are actually utilized in this context
• How Additional Comments are consumed, considering customers cannot access the Order Line directly
• Whether these fields are primarily intended for internal processing, integrations, or downstream records

Any insights into their intended design and real-world usage would be very helpful.

Thank you.

[Tanushree Maiti]

Work Notes are typically used by fulfillment agents, technical support, or sales operations to document progress, troubleshooting, or internal notes that should not be visible to the customer. 

For SOM , 

• Work Notes Tracking: Order fulfillment agents can monitor updates related to work orders in the Work Notes section of the domain order, enhancing visibility.

Refer: https://www.servicenow.com/docs/r/xanadu/order-management/sales-and-order-management/scenario-synch-...  ( shared xanadu one , as it is documented clearly here)

https://www.servicenow.com/docs/r/zurich/order-management/sales-and-order-management/scenario-synch-...

Additional Comments are typically visible to both the support team and the requester/end-user. They are used to communicate with the requester or end-user regarding ticket.

Refer:

https://4help.vt.edu/sp?id=kb_article&sysparm_article=KB0013590&sys_kb_id=8ca3c4fd47fff254b7f0f60043...