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Mastering ServiceNow - Second Edition by Martin Wood

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Using additional comments and work notes

The central purpose of a Task record in ServiceNow is to record and communicate. There are two main ways to enter information in the Task table: Additional comments and Work notes. They provide a space to enter free-text information that will be presented in the activity formatter or in a Journal Output field, as an ongoing commentary on how the task is progressing.

In UI16, the two fields are typically combined into one to save space. There is a check-box to toggle between the two. A button lets you control this behavior.

Using additional comments and work notes

You may wonder why there are two:

  • Additional comments is provided for communication with ...

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