D. is the correct answer.
As per page 355 of CIS-ITSM (Tokyo) eBook:
1. By default, the workaround gets copied to the work notes of any active (i.e. Open, In Progress) incidents related to the problem record.
2. The workaround is also copied to the Additional Comments of any related incident that has Resolution code of Known error.
A is NOT correct answer, because callers are not able to see work notes, they can only see additional comments. As per 2nd point above, workaround is copied to additional comments of 'resolved' incidents not for 'open' incidents (which is specified in option A).
When you select Communicate Workaround in the problem record, ALL of the the following happens not just updating work notes:
1. The contents of the workaround is added to the Work notes field for any active (not in a state of Resolved, Closed, or Canceled) incidents related to the problem record
2. and to the Additional comments field of any related incident with a Resolution code of Known error.
3. The workaround is also automatically sent to the incident Caller, to anyone added to the incident Watch list, and to the incident Assigned to user.
This is from the ebook and verified in an instance.
to be fair, it's not clear that the incidents are open, the question could have explicitly stated "... Problem's related open incidents", seems the question aimed to confuse.
ITSM Book:
The Communicate Workaround UI action may be used to copy the problem workaround to related incidents.
By default, the workaround gets copied to the Work Notes for all incidents related to the problem reord with state New, In Progress or On Hold (in other words, Open incidents)
The workaround is also copied to the Additional comments of any related incident that has a Resolution code of Known error.
CIS-ITSM module 6 : Problem Management
- Communicate Workaround states
"By default, the workaround get copied to the WORK NOTES for all incidents related to the problem with state NEW, In Progress or On Hold."
" The workaround is also copied to the ADDITIONAL COMMENTS of any related incident that has a resolution of Known error"
The problem number and the content of the Workaround field are added to the activity stream on all related incidents. (from the Docs - A seems correct)
IT Service Management (ITSM) Implementation On Demand
Module 6.3: Problem Lifecycle
Page: Communicate Work around
Answer is D
The workaround is copied to all work notes of incidents where the state is "New", "In Progress", or "On Hold".
The workaround is also copied to "Additional Comments" in Incidents where the state is resolved.
Answer is A. D is WRONG because the contents of workaround is added to related INCIDENT Work notes field and additional comments fields. D says "PROBLEM Work notes" which is wrong.
URL: https://servicenow.read.inkling.com/
Book "IT Service Management Fundamentals"
Section "Problem"
"The contents of the workaround is added to the Work notes field for any active (not in a state of Resolved, Closed, or Canceled) incidents related to the problem record, and to the Additional comments field of any related incident with a Resolution code of Known error. The workaround is also automatically sent to the incident Caller, to anyone added to the incident Watch list, and to the incident Assigned to user."
A voting comment increases the vote count for the chosen answer by one.
Upvoting a comment with a selected answer will also increase the vote count towards that answer by one.
So if you see a comment that you already agree with, you can upvote it instead of posting a new comment.
subhadeep_ghosh
Highly Voted 1 year, 4 months agokkpellas
4 months, 3 weeks agobe9c2c8
8 months agodoode
8 months, 1 week agoAmmarJalil
Most Recent 3 weeks, 4 days agonyto089
1 month, 1 week agoservicemain01
2 months, 2 weeks agoTDev1985
2 months, 4 weeks agoManny1218
3 months agomball23
4 months, 3 weeks agokkpellas
4 months, 3 weeks agosk_snow
6 months, 1 week agoteleblazer
10 months agoThomasTom
10 months agojshivani
11 months agojain25rajesh
11 months agoftpuser
11 months, 1 week ago5b56dd7
9 months, 3 weeks agoftpuser
11 months, 1 week ago3ae3db4
11 months, 2 weeks agosNowReggie
11 months, 2 weeks ago