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.
You may wonder why there are two:
Additional comments is provided for communication with the requester. Often, they are progress updates, giving the requester insight into how the work is going. They are made available to everyone.
Work notes is targeted at notes for fulfillers. These are likely to be technical or sensitive in nature and should not be shared with the requester.
Work notes are highlighted with yellow, as per the screenshot...
