How can I flag a caller as a VIP on the SOW Incident list view?

Thomas Unkles1
Giga Contributor

Currently the OOTB configuration for displaying a VIP caller on the incident list view only works using the Classic list view and not the SOW Incident List view. I have seen to flag/highlight a value in the SOW you can use the Highlighted Value feature. This is what is provided OOTB on Priority. However, the documentation outlines that this does not work on Reference fields, URLs or Document IDs

ThomasUnkles1_0-1709690165380.png
They were work perfectly fine on the SOW form view just not in the SOW list view.

ThomasUnkles1_1-1709690239514.png

ThomasUnkles1_2-1709690265752.png


Does anyone have any ideas or suggestions for flagging a VIP caller on the Service Operations Workspace? I would prefer to use best practices and I would prefer not to create additional fields. Thanks in advance.

 

 

 

6 REPLIES 6

joel1202
Tera Contributor

How did you set this in SOW form view ?

duydo
Tera Contributor

Create a Highlighted Value record against the Affected Contact/Caller field with conditions 'Affected Contact Critical user (VIP) = true.

Hi @duydo

Thanks for the suggestion however this method does not display the highlighted value on the list view of the workspace

Aniket15
ServiceNow Employee
ServiceNow Employee

@Thomas Unkles1 

Please try out below steps

  1. Create an onload client script.
  2. Refer to NDS icon list here (https://<your-instance>/now/nav/ui/classic/params/target/st_sys_design_system_icon_list.do)  NDS Icons are only supported for workspace like SOW.
  3. Add this line in the script section - g_form.addDecoration(<field-name>,  <icon-name-from-the-above-list>',This is an icon');
  4. Note: Second argument of the method is from the Icon list mentioned in the step 2. Legacy icon names which start with "icon" are not supported in workspaces.
g_form.addDecoration('caller_id', <nds-icon-name>, 'preferred member');
Please mark this answer helpful and correct if this solves your issue.