Display a banner message in SOW when the Incident caller is marked as VIP

Pradeepa B
Tera Contributor

4 weeks ago

When a user opens an incident ticket in the Service Operations Workspace, and when incident caller is VIP, a banner message should appear at the top of the incident form displaying:

"ATTENTION: This is a VIP Caller."

 

Please help me with this requirement.

 

Preview file
74 KB
0 Helpfuls
  • 485 Views
7 REPLIES 7

Dr Atul G- LNG
Tera Patron
In response to Pradeepa B

3 weeks ago

Hi @Pradeepa B 

This is not possible, as it comes from an announcement and is visible to all users. The maximum we can do is show the message at the record level when the caller is a VIP; for that, we can use a Client Script or a UI Policy.

*************************************************************************************************************
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/dratulgrover [ Connect for 1-1 Session]

****************************************************************************************************************
0 Helpfuls

Ankur Bawiskar
Tera Patron
In response to Pradeepa B

3 weeks ago

@Pradeepa B 

banner is something which will be shown all the time and not based on field value of record.

I already suggested recommended approach yesterday

55.png

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

Regards,
Ankur
✨ Certified Technical Architect  ||  ✨ 10x ServiceNow MVP  ||  ✨ ServiceNow Community Leader
0 Helpfuls

Daniel Draes
ServiceNow Employee

3 weeks ago

How about Special Handling Notes?

https://www.servicenow.com/docs/r/customer-service-management/c_OnScreenAlerts.html

0 Helpfuls