VIP indicator on SOW (Service Operations Workspace)

[Moretea]

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

[alt]

Is there a way that you can highlight the caller to red and add vip icon on the top bar?

[cberk]

For that, you'd need to update the Workspace Form Header for the incident table in the Incident Management for Service Operations Workspace.

The important thing here is to select caller_id for the field and not caller_id.name.  If you walk to the name it doesn't seem to highlight.  If you've setup your highlighting rules as above then the caller will highlight based on the existing rule.  I set this one up to only show the caller at the top and highlight it if they are a VIP.  So you'll see George highlighted and shown in the header but not Abel.

[Brad Tilton · Accepted solution]

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...