Worknotes, Additional Comments, Work Notes List, and Watchlist
A knowledge base article about Worknotes, Additional Comments, Work Notes List, and Watchlist provided by the UC Berkeley IT Service Hub - Knowledge Portal
Work notes
- Where the Specialist will log information about the incident (actions performed, next steps, etc.).
- Targeted at Specialists, not the customer.
- What is entered does not get sent to the customer, nor is it visible if the customer views their ticket within ServiceNow.
Additional Comments (Customer Visible)
- Notes sent via email to the caller, watch list, and work notes list.
- Visible to the customer via email or if they log into ServiceNow to view their ticket.
Work Notes List
- Users who will receive the same notifications as the Assigned To and Watch List, as well as Work Notes updates.
Watch List
- Users who will receive the same notifications as the caller.