Work notes are required to close or cancel a request or task when which states are set?

Work notes are required to close or cancel a request or task when which states are set?

• A. Open and In Progress
• B. Close, Complete or Cancel
• C. Draft
• D. Publish

Answer: (B)

Work notes are required when a record reaches a final stage in its lifecycle. In ServiceNow FSM, the states that denote completing or ending work are Close, Complete, or Cancel. Changing the request or task to any of these final states signals that the work is finished or terminated, so the system enforces documenting what was done and why. This creates a traceable audit trail, helps with handoffs and future references, and supports accurate reporting. The other states—Open, In Progress, Draft, and Publish—represent ongoing work or drafting stages, so they don’t trigger the requirement to capture closure notes.

Work notes are required when a record reaches a final stage in its lifecycle. In ServiceNow FSM, the states that denote completing or ending work are Close, Complete, or Cancel. Changing the request or task to any of these final states signals that the work is finished or terminated, so the system enforces documenting what was done and why. This creates a traceable audit trail, helps with handoffs and future references, and supports accurate reporting. The other states—Open, In Progress, Draft, and Publish—represent ongoing work or drafting stages, so they don’t trigger the requirement to capture closure notes.