Increased visibility for incidents created by VIP users in the Service Operations Workspace

[BharatiK]

Hi,

I want to highlight some fields on the incident form in Service Operations Workspace like number, caller, short description, when the caller is VIP. 

 And, on insert and update of Incident Form.

Can anyone guide on this? Whether we have to achieve this using UI builder?

Thanks.

[Dr Atul G- LNG]

Hi @BharatiK 

Doing this will spoil the user experience. Currently in SOW, when a caller is active, it’s highlighted with a color/tag. But if you color all other fields as well, the agent may get confused — so please don’t do this.

https://www.servicenow.com/docs/bundle/xanadu-platform-administration/page/administer/navigation-and...

1. Navigate to All > Workspace Experience > Administration > Highlighted Values and click New.

[BharatiK]

Hi @Dr Atul G- LNG ,

Thanks for your input. 

I have created the list highlights. However, it is not working for 'Number' field. 'Number' field is a string type on the form, still, highlight is not working.

Can we highlight or show the text in some different color?

Thank you.

[Dr Atul G- LNG]

Hi @BharatiK 

“This appears to be the expected behavior; we can’t highlight a number field