How do I display the VIP Icon next to Affected User on Incident Forms?

David M1 · ‎05-16-2018

Hi all. I'm very new to ServiceNow, still configuring for our go live on Kignston.

We have the VIP Caller setup and it works fine for New Incidents. However we also have a field on the form called Affected Person (u_affected_user, reference User (sys_user).

How can I have this field also show the VIP icon and Text Red?

The idea being anyone may log a call for the CEO or other VIP (Affected Person) so we want this highlighted.

I copied the Client Script "Highlight VIP Caller" and pointed it at the Affected Person field but nothing changes.

Any help would be much appreciated.

Thanks

David

Tushar Sharma2 · ‎05-16-2018

If you have copied the Same Client script then below changes is mandatory in new script.

1.On change client script should be written on u_affected_user.

2.Replace 'label.incident.caller_id with 'label.incident.u_affected_user'.

3. Replace 'g_form.getReference('caller_id', vipCallerCallback)' with g_form.getReference('u_affected_user', vipCallerCallback).

4.Replace sys_display.incident.caller_id with 'sys_display.incident.u_affeted_user'.

5.In the sys_user form VIP check box should be checked.

Hit Helpful or Correct on the impact of response.
-Tushar

View solution in original post

Tushar Sharma2 · ‎05-19-2020

Try with replacing below line :

var caller = g_form.getReference('u_manager', vipCallerCallback);

Naveen87 · ‎05-19-2020

Tried it adding the script but still the same.

No lobo on manager field .When manager is checked VIP

Naveen87 · ‎05-19-2020

Can you share screenshot of page , Including client script details.

So that i can check if i'm missing something

It would be a great help

Tushar Sharma2 · ‎05-19-2020

I guess the field you selected in the onChange Client script is Caller ID.

Tried it by changing to Manager...

Naveen87 · ‎05-19-2020

Thanks Tushar for the help.

This issue is resolved now.

Thank you so much