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
1 ACCEPTED SOLUTION
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.
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.
