Service Operations Workspace (SOW) - How to add a VIP Flag?

[Sujatha V M]

Problem Statement: VIP Flag is not visible on the “Caller” field in Incident record. 

1. Navigate to the instance and type “Workspace Experience -> Administration ->Highlighted values”.

2. Make sure the “Application” is as per the scope you wanted it to be added.

3. Create a new record on incident table for the “Caller” field.

4. Add the conditions to display the VIP flag in “Highlighted Value Conditions” tab

5. In “UX Highlighted Values Configurations” tab, click on “Edit” and select the “SOW Highlighted Value Config” from the existing list and save the record.

6. Validate if the user to be added in the caller field of the incident record, has the VIP flag set to true.

7. On saving the incident form, VIP flag gets added above the field.

Note: By default, the flag wasn’t showing up on the Service Operations Workspace, led to the creation of a new record.

Kindly mark this article as "Helpful" if this resolves your query.

#SOW #ServiceOperationsWorkspace #ServicenowRisingStar 

[Narayan K]

Hey, how can we add this logo on List view of incidents in SOW?

[Sujatha V M]

@Narayan K  To my knowledge, I don't think displaying the icon is possible on the list view of the records especially in workspace as its an expected behavior. 

Instead we can implement it in a different way by highlighting the short description if the caller is VIP. 

References : 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0692555

https://www.servicenow.com/community/developer-forum/need-help-on-putting-vip-flag-on-form-and-list-...

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0794200

[Narayan K]

Hi Sujatha, Thanks for the answer. It worked for me in SOW List section but it seems like it's not getting applied on list of donuts on home page.

[Sujatha V M]

@Narayan K  Actually it works on the landing page as well. Please see the below snippet for reference, 

On click of the "Unassigned incidents" donut, it shows the below details and the short description is highlighted. 

[Narayan K]

Yeah, its working for non-reference fields but could you let me know if it works for you on Reference fields as well

[Sujatha V M]

@Narayan K  Thank for trying and sharing the details. Please see the limitations on highlighting field values, 

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

[Val K]

@Sujatha V M - this is now available OOTB with Xanadu, we had it appear on a client SOW view after upgrade and it is green with a little star on the incident record and the SOW incident list view by default now. (see pics below from our testing).

Not sure if anyone knows why it is not showing up on the list view on Overview page by default though (the list that shows up under the widgets after clicking Incidents). Our specialist is checking into that.

[Sujatha V M]

@Val K  Thanks for the details 

@Narayan K  Please have a look but still on the list view in the Overview section has the issue. But earlier, Reference field type wasn't supported. 

[Val K]

we reported the concern about VIP not visible on the Overview page to ServiceNow via our client as a HI ticket and they advised it is a limitation and asked our client to submit an Idea, which they did. I suggest everyone submit the Idea to the Idea portal and maybe ServiceNow will prioritize this....  this is the main screen the team members go to view their queue, so it is most useful to show VIP decorator there.

[Sujatha V M]

@Val K Thank you for taking your time to respond and provide an update on it! Really appreciable! 

[Garygman]

@Val K 

Would you be able to tell me why I can see the VIP star (ref image 1) but, I do not see the star for a VIP in the caller field (ref  image 2)

TIA
Gary