Highlight VIP Caller on SOW List View not working

SouravLinkuna
Tera Contributor

‎03-21-2025 05:58 AM - edited ‎03-21-2025 06:18 AM

Hi All,

 

I am using SOW for ITSM Apps V6.1.5.

 

In our client instance, VIP caller is not getting highlighted on the SOW list view as shown below,

SouravLinkuna_0-1742561577442.png

 

But on the OOB PDI instance it is working as expected as shown below,

SouravLinkuna_1-1742561691594.png

 

Below is the configuration present in both Client & PDI instance,

SouravLinkuna_2-1742561892495.png

 

Can anyone suggest what might be the issue here? Any lead will be appreciated.

 

Regards,

Sourav

 

 

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Dr Atul G- LNG
Tera Patron
Tera Patron

‎03-21-2025 06:04 AM

Hi @SouravLinkuna 

Try to repair your WS and check again, also which version of SN you are using at client side?

 

AGLearnNGrow_0-1742562277741.png

 

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SouravLinkuna
Tera Contributor
In response to Dr Atul G- LNG

‎03-21-2025 06:16 AM

Hi @Dr Atul G- LNG,

 

I tried repairing the workspace, but still no luck.

We are using "glide-xanadu-07-02-2024__patch6-01-29-2025" version.

 

Regards,

Sourav

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Dr Atul G- LNG
Tera Patron
Tera Patron
In response to SouravLinkuna

‎03-21-2025 06:19 AM

Hi @SouravLinkuna 

 

It should work, have a look here

 

https://www.servicenow.com/community/incident-management-sow-articles/service-operations-workspace-s...

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0794200

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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SouravLinkuna
Tera Contributor
In response to Dr Atul G- LNG

‎03-21-2025 06:25 AM

Hi @Dr Atul G- LNG ,

 

You are correct it should work. In fact it is working in my PDI as shown in my original post. Only issue here is it is not working on the actual client instances.

 

To give you additional information, both instances are on same SOW version but if you will look closely to both the SS of the list view, the icons are different. So what I am anticipating is it might be some issue with UX Screen which is rendering the LIST view.

 

Regards,

Sourav

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