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

Thomas Unkles1
Giga Contributor

‎03-05-2024 05:59 PM

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

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They were work perfectly fine on the SOW form view just not in the SOW list view.

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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.

 

 

 

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6 REPLIES 6

joel1202
Tera Contributor

‎04-11-2024 03:15 AM

How did you set this in SOW form view ?

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duydo
Tera Contributor
In response to joel1202

‎05-26-2024 09:18 PM

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

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Thomas Unkles1
Giga Contributor
In response to duydo

‎05-26-2024 10:30 PM

Hi @duydo, 

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

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Aniket15
ServiceNow Employee
ServiceNow Employee

‎04-24-2024 11:56 PM

@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. 
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