---
sourceDocument: Zurich Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/service-management-for-the-enterprise

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Service Management

ft:clusterId :

    - sm4e

bundleId :

    - sm4e

workflow :

    - Technology


---

# Collaborate on a request

# Collaborate on a request {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Within a request, you can enter comments that are visible to the submitter, allowing
for collaboration between the two of you. For collaboration with other agents, you can enter
comments that are not visible to the submitter.

## Procedure

1. Navigate to All\[SM application\]All \[SM application\] Requests.
2. Open the request you want to collaborate on.
3. In the Additional comments (Customer visible) field, enter the comments that you want the person who submitted the request to see.  
   The submitter can see the comments in this field and add more comments as necessary. Update this field as many times as necessary to correspond with the submitter.
4. To correspond with other agents, enter content that you do not want the submitter to see in the Work notes field.

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