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

[Pradeepa B]

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.

[Dr Atul G- LNG]

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.

[Ankur Bawiskar]

@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

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

[Daniel Draes]

How about Special Handling Notes?

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