Highlight Opend for field if the user is VIP on HR agent workspace. Like VIP caller on incident table.

sekhar_p9966
Kilo Contributor

‎05-03-2021 01:43 AM

Hello,

I have a requirement where i need to highlight the HR case when the Opened for is VIP on the form the Name of the opened for will also be highlighted in RED in agent workspace. I have implemented it in HR case list service now native view.  The same functionality is not working in HR agent workspace. 

 

Regrads,

Rajasekhar.

 

 

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4 REPLIES 4

Aman Singh_
Kilo Sage

‎05-03-2021 02:08 AM

Hi,

 

This cannot be replicated in Agent Workspace as the workspace has some restriction.

lets see what other members has to be say.

 

Please mark Correct✅/helpful???? if applicable, thanks!!

Aman

0 Helpfuls

Prasad Pagar
Mega Sage

‎05-03-2021 02:24 AM

Hi Sekhar,

Did you checked these posts and Customer 360 ribbon component?

https://docs.servicenow.com/bundle/quebec-servicenow-platform/page/administer/workspace/task/configure-highlighted-values.html

https://community.servicenow.com/community?id=community_question&sys_id=19fdd62a1b7e7fc0d01143f6fe4bcb66

Please mark my answer correct/helpful if applicable.

Thank you
Prasad

0 Helpfuls

Susan Britt
Mega Sage
Mega Sage

‎05-13-2021 03:54 AM

Below is an old document that says only background color field styles are supported in Agent Workspace and only in list view.  I couldn't find any newer documentation on field styles.  With that being said though, field styles are not working for me in HR Agent Workspace in Quebec.

https://docs.servicenow.com/bundle/madrid-servicenow-platform/page/administer/workspace/task/config-...

0 Helpfuls

Sabrina10
Kilo Guru

‎05-24-2021 11:48 AM

We were running into the same problem on Paris today and when searching on HI, I found this article

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0832699

Here is a summary of the steps they provided in the article

Although certain fields (Reference,URL, Document IDs) do not support highlighting after Orlando upgrade, the following work around can be used for the time-being:

  1. Navigate to Workspace Experience > Administration > Highlighted Values and click New.
  2. On the form, fill in the fields.
  3. Right-click the header and click Save.Once you've specified the field where the highlights appear then specify the conditions that trigger the highlighting.
  4. In Highlighted Value Conditions, click New.
  5. In the Highlighted Value Condition form, fill in the fields 
    1. Let's say you want to highlight the caller field in the workspace if the user is VIP user, but since caller is a reference field this cannot be highlighted
    2. To work around this, you can highlight any other non reference field, like priority, short description and add the trigger condition to be caller.VIP is true
    3. This will highlight the fields you select (priority or short description) for incident records that have the caller who is a VIP user
  6. Click submit
  7. Navigate to Agent Workspace to see the highlighted field