Highlight VIP Caller on SOW List View not working

[SouravLinkuna]

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,

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

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

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

Regards,

Sourav

[SouravLinkuna]

@Dr Atul G- LNG 

It seems the issue with caller field not highlighting is due to SOW ITOM plugin being installed in our client instances. I installed SOW ITOM plugin in my PDI (earlier it was not installed) and now the functionality is not working in PDI as well & the UI becomes same as client instance.

Not sure whether this is a bug or intended functionality (which should be less likely), but due to this few new features of SOW ITSM plugins are not available in the SOW along with the mentioned issue. If this is a bug then ServiceNow team should fix this ASAP.

Regards,

Sourav

[Dr Atul G- LNG]

Hi @SouravLinkuna 

It might be because I never installed ITOM in my PDI. If you think this is the case, please log a support case with the team.

[SouravLinkuna]

@Dr Atul G- LNG 

Yes, A case has already been logged just waiting for there response.

Regards,

Sourav

[CroydonP]

Hi
I'm interested in the solution to this on Xanadu also.  Do you have an answer?
I'd expect the top record below to be highlighted somehow and the second record to not.

Hoping you've had an update and a solution?