How to Add VIP visual indicator for “Requested for” on RITM (similar to Incident Caller VIP)

nameisnani · ‎02-15-2026

Hi Team,

I have a requirement to visually highlight VIP users on the Requested Item (RITM) form.

📌 Requirement

On the Requested Item [sc_req_item] form:

Field: Requested for (requested_for)
If the selected user has VIP = true (in sys_user.vip):
- Show a VIP icon / decoration on the field, and optionally
- Change the field text color (e.g., red) to make it stand out
If the user is not VIP:
- No VIP indicator / normal display

This needs to work both when:

The RITM is opened (onLoad)
The Requested for field is changed by the user (onChange)

can anyone please help me - how to achieve this requriment .

thanks in advance

Tanushree Maiti · ‎02-15-2026

This is for sc_task.

1. Onload client script :

code: Client script (script include already shared)

3. Style on sc_task : do it same way as ritm is done.

Please Accept the solution if it assisted you with your question & Mark this response as Helpful.
Regards
Tanushree Maiti
ServiceNow Technical Architect
LinkedIn: https://www.linkedin.com/in/tanushreemaiti

View solution in original post

Ankur Bawiskar · ‎02-16-2026

@nameisnani

It's an easy requirement.

I suggested to check OOTB client script on incident table

No need of GlideAjax and script Include

this client script should work for RITM

I simply made changes to the OOTB client script, changed script, changed table, field name and Did Insert and Stay

Then made "Isolate Script" = False

function onChange(control, oldValue, newValue, isLoading) {
	var callerLabel = $('label.sc_req_item.requested_for');
	var callerField = $('sys_display.sc_req_item.requested_for');
	if (!callerLabel || !callerField)
		return;
	
	if (!newValue) {
		callerLabel.setStyle({backgroundImage: ""});
		callerField.setStyle({color: ""});
		return;
	}
	g_form.getReference('requested_for', vipCallerCallback);
}

function vipCallerCallback(caller) {
	var callerLabel = $('label.sc_req_item.requested_for').down('label');
	var callerField = $('sys_display.sc_req_item.requested_for');
	if (!callerLabel || !callerField)
		return;
	
	//check for VIP status
	if (caller.vip == 'true') {
		var bgPosition = "95% 55%";
		if (document.documentElement.getAttribute('data-doctype') == 'true')
			bgPosition = "5% 45%";
			
		callerLabel.setStyle({backgroundImage: "url(images/icons/vip.gif)", backgroundRepeat: "no-repeat", backgroundPosition: bgPosition, paddingLeft: '30px' });
		callerField.setStyle({color: "red"});
	} else {
		callerLabel.setStyle({backgroundImage: ""});
		callerField.setStyle({color: ""});
	}
}

Output

💡 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

View solution in original post

nameisnani · ‎02-16-2026

@Tanushree Maiti As per your steps I have cfreated

scrpit include

CS

Style

Cilent scritp

function onLoad() {

    var reqLabel = g_form.getLabel("requested_for");
    var reqField = g_form.getDisplayBox("requested_for");

    var innerHtml = "<span id=\"status.sc_req_item.request.requested_for\" title=\"On behalf of another individual\" mandatory=\"false\" oclass=\"\" aria-label=\"\" class=\" required-marker\"></span><span title=\"On behalf of another individual\" class=\"label-text\" data-html=\"false\">Requested for</span>";

    if (!reqLabel || !reqField) {
        return;
    }


    if (g_form.getValue("requested_for") != null) {
        if (!g_scratchpad.u_vip) {
            var ga = new GlideAjax('callervip');
            ga.addParam('sysparm_name', 'getVIP');
            ga.addParam('sysparm_caller', g_form.getValue("requested_for"));
            ga.getXMLAnswer(vipItemCallback);
        } else {
            vipItemCallback(g_scratchpad);
        }
    } else {
        removeItemVIPStyles(reqLabel, reqField);

    }

    function vipItemCallback(requestedFor) {
        if (!requestedFor.u_vip) {
            requestedFor = requestedFor.evalJSON();
        }

        //check for VIP status
        if (requestedFor.u_vip.toString() == 'true') {
            //alert('is a VIP');
            setItemVIPStyles(reqLabel, reqField);
        } else {
            removeItemVIPStyles(reqLabel, reqField);
        }

    }


    function setItemVIPStyles(label, field) {

        if (label) {
            label.innerHTML = "<img src='images/icons/vip.gif'/>" + label.innerHTML;

        }
        //change the caller's name field to red text
        if (field) {
            field.style.color = 'red';
        }
    }

    function removeItemVIPStyles(label, field) {
        if (label) {
            label.innerHTML = innerHtml;
        }
        if (field) {
            field.style.color = '';
        }
    }
}

Script include

var CallerVip = Class.create();
CallerVip.prototype = Object.extendsObject(AbstractAjaxProcessor, {

    getVIP: function() {

        var usr = this.getParameter('sysparm_caller');

        var gr = new GlideRecord('sys_user');
        gr.addQuery('sys_id', usr);
        gr.query();

        if (!gr.next()) {
            return new JSON().encode({ error: "User not found" });
        }

        return new JSON().encode({
            u_vip: gr.vip.toString(),
            u_locationDisp: gr.location.getDisplayValue(),
            u_location: gr.location.toString(),
            u_phone: gr.phone.toString()
        });
    },

    type: 'CallerVip'
});

Style -

but still not working

could you please tell what was mistake here ?

Tanushree Maiti · ‎02-16-2026

Ensure Isolate script - you have not checked.

Now for testing, make a user as VIP user.

Go to list view of RITM for that VIP user (requested for)..Check whether icon is coming or not.

Share the screen shot.