Where can I post recommended enhancements to Service Now - Allow author to edit work notes!!!!

[Brian Whyte]

The inability for the author to edit or delete a work note on a ticket (RITM, INC, whatever) is completely absurd.  This is about "information clarity" not "oh boy someone just posted something juicy that we want everyone to see".  

I keep seeing posts about, "oh well for auditing, we can't allow delete or revision of work notes". To me, that is complete and total malarkey and auditing can still register these events and store the information that was posted originally and deleted or revised.

To me, correct auditing would be if someone deletes a work note, it is logged in the audit log as "Joe deleted comment: blah blah on MM:DD:YYYY:HH:MM:SS". If someone edits or revises a work note, it is logged in the audit log as "Joe revised comment: blah blah to comment: Blah blah blah on MM:DD:YYYY:HH:MM:SS".

I strongly feel that Service Now needs to fix.  This is really illogical. There are numerous good reasons to allow this and I can't think of a single logical one for it to be as difficult as it is (requires an admin to do this). OOB, itil users can edit the title, the description, even the darn ticket number, yet the owner can't edit or delete their own work note.  

If this is a case of public instances needing to not allow this so as to preserve both positive and negative reviews, then make two settings:  allow people to edit revise work notes  or don't allow anyone to edit/revise work notes.  Even that is hypocritical.  If the goal is to prevent work notes from being edited for auditing/accountability, even allowing the admin to do it is sketchy.  For example,  "A customer posts a note, this company stinks".  The company doesn't like that so they ask the admin to remove it. How is that any better?

Sure, we can adjust an ACL to allow the user to do this the same way the admin does, but this should be built into the UI where work notes are posted so it's easy and intuitive to revise or delete a work note.  Two new buttons out to the side (a pen and an X).  The pen pops up a box to allow the person to edit the work note. The X prompts are you sure you want to delete.  Just some simple JavaScript and server side to do the update and log via ajax.

[Sandeep Rajput]

@Brian Whyte You should seriously consider posting this idea on the idea portal https://support.servicenow.com/ideas?id=ideas_list&sysparm_module_id=enhancement_requests

[Brian Whyte]

I tried to login and can't seem to. Looks like I need to get our support admin to add my Service Now ID.

[Sandeep Rajput]

Yes, you would need to take the help of your ServiceNow admin to add your ServiceNow ID in your company's ServiceNow account.

[Brian Whyte]

Can someone check the Idea portal to see if this has already been asked for?  I might be wasting my time.  It seems crazy to me that they wouldn't have implemented this long ago.