InServiceNow Incident Management,work notesare used to capturetechnical and internal updatesfor an incident. These notes arestored in the Activity Logwhenever the incident is saved.
TheWork Notesfield is used forinternal communicationamong support teams.
When an incident is updated and saved,all work notesareappended to the Activity Log(a complete history of the incident).
The Activity Log provides achronological recordof all changes, includingwork notes, field updates, and system-generated messages.
Understanding Work Notes and the Activity Log:Why Option A is Correct?"All Work Notes field text is recorded in the Activity Log"– This is correct because every time an incident is saved, the Work Notesare appended to the Activity Log.
Why Other Options Are Incorrect?B. Work Notes field text is overwritten each time work is logged→ Incorrect becauseWork Notes are appended, not overwritten. Previous work notes remain visible in the Activity Log.
C. Impact is calculated by adding Priority and Urgency→ Incorrect becauseImpact, Urgency, and Priorityare independent fields, thoughPriorityis determined based onImpact + Urgencyvia business rules.
D. Additional Comments are cleared and recorded in Work Notes→ Incorrect becauseAdditional Comments(for customer-facing communication) andWork Notes(for internal teams) areseparate fields. Additional Comments are not cleared upon save.
ServiceNow Docs – Incident Management: Work Notes and Activity Loghttps://docs.servicenow.com
ServiceNow Learning – Understanding the Incident Activity Stream
ServiceNow Best Practices – Internal vs. External Communication in Incidents
References from Certified System Administrator (CSA) Documentation:
