2 of 2 people found this helpful
Not sure what version you are on, or if you have SmartIT. We created custom workflow that updates the worklog of the Work Order when the status is changed and when tasks have been completed. SmartIT has workflow that does this OOTB, and you could simply change the work note to public so it would display for the request submitter.
keep in mind that customer (or analyst, for that matter), cannot see Process View tab unless it is enabled in SRD used for that particular Service Request.