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02-28-2024 02:16 AM
Good Day all
Quick Question has anyone managed to get a VIP indicator to show on the INC record in SOW?
Our management doesn't want to rely on the support team seeing it on the contact card under the user information.
Ideally we'd like to apply an indicator on interactions and incidents
If someone has achieved it please could you guide me with the steps you took
Thanks
Kate
Solved! Go to Solution.

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08-02-2024 07:05 AM
This is something that was added OOTB in the Xanadu store release of SOW for ITSM: https://docs.servicenow.com/bundle/xanadu-release-notes/page/release-notes/it-service-management/ser...
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04-25-2024 11:36 AM
Hi Kate,
This can be done via a few quick configuration steps.
- Navigate to Workspace Experience => Highlighted Value
- Create a Highlighted Value record for the incident table and the caller_id field. Save the record but stay on the record.
- Create a Highlighted Value Condition record. Set the condition to caller_id.vip = true. You can set the color, add an icon, add a label, and save the record.
- Back at the Highlighted Value record click on the UX Highlighted Values Configurations tab and click Edit.
- Select SOW Highlighted Value Config from the list and click save.
- You now have a Highlighted Value record with 1 related Highlighted Value Condition and 1 UX Highlighted Value Configuration.
- That’s it, check an incident with a VIP caller in SOW.
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06-27-2024 09:59 AM
This only works for saved record. On new record, it does not work.
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08-02-2024 05:43 AM
Agreed. Is it also possible for new record as well?
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04-25-2024 11:59 AM
Hi Kate,
This can be done via a few quick configuration steps.
- Navigate to Workspace Experience => Highlighted Value
- Create a Highlighted Value record for the incident table and the caller_id field. Save the record but stay on the record.
- Create a Highlighted Value Condition record. Set the condition to caller_id.vip = true. You can set the color, add an icon, add a label, and save the record.
- Back at the Highlighted Value record click on the UX Highlighted Values Configurations tab and click Edit.
- Select SOW Highlighted Value Config from the list and click save.
- You now have a Highlighted Value record with 1 related Highlighted Value Condition and 1 UX Highlighted Value Configuration.
- That’s it, check an incident with a VIP caller in SOW.