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.
Please ignore my previous post. This really seems confusing.
Option A: The caller won't be able to see the work notes unless they are ITIL users
Option D: Should the work notes be copied from the workaround to the problem's work note list?
From Docs:
Click the Communicate Workaround related link.
The problem number and the content of the Workaround field are added to the activity stream on all related incidents. By default, any entries made in an incident activity stream field generate an email notification to the Caller that you mention on the Incident form.
If group on-call rotation scheduling is in effect when you communicate a workaround, the system stops the escalations on the associated incidents. Escalation stops because a workaround is available. This action effectively communicates knowledge to the appropriate audience, but does not create a knowledge article.
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."
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