post Service Operations Workspace (SOW) - How to add a VIP Flag? in Incident Management SOW articles

Service Operations Workspace (SOW) - How to add a VIP Flag?

sujitha16 — Mon, 16 Dec 2024 05:48:57 GMT

Problem Statement: VIP Flag is not visible on the “Caller” field in Incident record.

1. Navigate to the instance and type “Workspace Experience -> Administration ->Highlighted values”.

2. Make sure the “Application” is as per the scope you wanted it to be added.

3. Create a new record on incident table for the “Caller” field.

4. Add the conditions to display the VIP flag in “Highlighted Value Conditions” tab

5. In “UX Highlighted Values Configurations” tab, click on “Edit” and select the “SOW Highlighted Value Config” from the existing list and save the record.

6. Validate if the user to be added in the caller field of the incident record, has the VIP flag set to true.

7. On saving the incident form, VIP flag gets added above the field.

Note: By default, the flag wasn’t showing up on the Service Operations Workspace, led to the creation of a new record.

Kindly mark this article as "Helpful" if this resolves your query.

#SOW #ServiceOperationsWorkspace #ServicenowRisingStar

Re: Service Operations Workspace (SOW) - How to add a VIP Flag?

Narayan K — Thu, 28 Nov 2024 07:55:41 GMT

Hey, how can we add this logo on List view of incidents in SOW?

Re: Service Operations Workspace (SOW) - How to add a VIP Flag?

sujitha16 — Thu, 28 Nov 2024 09:41:27 GMT

@Narayan K To my knowledge, I don't think displaying the icon is possible on the list view of the records especially in workspace as its an expected behavior.

Instead we can implement it in a different way by highlighting the short description if the caller is VIP.

References :

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0692555

https://www.servicenow.com/community/developer-forum/need-help-on-putting-vip-flag-on-form-and-list-view-of-agent/m-p/2481438

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

Re: Service Operations Workspace (SOW) - How to add a VIP Flag?

Narayan K — Thu, 05 Dec 2024 07:43:16 GMT

Hi Sujatha, Thanks for the answer. It worked for me in SOW List section but it seems like it's not getting applied on list of donuts on home page.

Re: Service Operations Workspace (SOW) - How to add a VIP Flag?

sujitha16 — Thu, 05 Dec 2024 07:52:55 GMT

@Narayan K Actually it works on the landing page as well. Please see the below snippet for reference,

On click of the "Unassigned incidents" donut, it shows the below details and the short description is highlighted.

Re: Service Operations Workspace (SOW) - How to add a VIP Flag?

Narayan K — Thu, 05 Dec 2024 08:10:04 GMT

Yeah, its working for non-reference fields but could you let me know if it works for you on Reference fields as well

Re: Service Operations Workspace (SOW) - How to add a VIP Flag?

sujitha16 — Thu, 05 Dec 2024 09:10:41 GMT

@Narayan K Thank for trying and sharing the details. Please see the limitations on highlighting field values,

Reference : https://www.servicenow.com/docs/bundle/xanadu-platform-administration/page/administer/navigation-and-ui/task/highlight-list-fields-platform.html

Re: Service Operations Workspace (SOW) - How to add a VIP Flag?

Val K — Thu, 27 Mar 2025 15:28:25 GMT

@sujitha16 - this is now available OOTB with Xanadu, we had it appear on a client SOW view after upgrade and it is green with a little star on the incident record and the SOW incident list view by default now. (see pics below from our testing).

Not sure if anyone knows why it is not showing up on the list view on Overview page by default though (the list that shows up under the widgets after clicking Incidents). Our specialist is checking into that.

Re: Service Operations Workspace (SOW) - How to add a VIP Flag?

sujitha16 — Tue, 01 Apr 2025 06:49:32 GMT

@Val K Thanks for the details

@Narayan K Please have a look but still on the list view in the Overview section has the issue. But earlier, Reference field type wasn't supported.

Re: Service Operations Workspace (SOW) - How to add a VIP Flag?

Val K — Thu, 22 May 2025 16:10:09 GMT

we reported the concern about VIP not visible on the Overview page to ServiceNow via our client as a HI ticket and they advised it is a limitation and asked our client to submit an Idea, which they did. I suggest everyone submit the Idea to the Idea portal and maybe ServiceNow will prioritize this.... this is the main screen the team members go to view their queue, so it is most useful to show VIP decorator there.

Re: Service Operations Workspace (SOW) - How to add a VIP Flag?

sujitha16 — Thu, 22 May 2025 16:19:17 GMT

@Val K Thank you for taking your time to respond and provide an update on it! Really appreciable!

Re: Service Operations Workspace (SOW) - How to add a VIP Flag?

Garygman — Fri, 12 Sep 2025 12:18:16 GMT

@Val K

Would you be able to tell me why I can see the VIP star (ref image 1) but, I do not see the star for a VIP in the caller field (ref image 2)

TIA
Gary

Re: Service Operations Workspace (SOW) - How to add a VIP Flag?

Jay80 — Mon, 29 Sep 2025 07:34:54 GMT

Hello @sujitha16 , i wanted to check we need to implement similar logic in SOW to show VIP tag while creating the Incident, The tag should be visible once the "Requested for" is filled. The tag should be visible before saving the incident, is this possible?

Re: Service Operations Workspace (SOW) - How to add a VIP Flag?

ashishkathait — Fri, 03 Oct 2025 19:07:43 GMT

How to make it visible before submitting that is the real problem I am facing.

it is only visible after submit.

Re: Service Operations Workspace (SOW) - How to add a VIP Flag?

Jay80 — Mon, 06 Oct 2025 07:25:42 GMT

hello,

i understood there is a limitation currently due to which we are not able to see the VIP flag before saving the form, there is no solution available for this, may be in future releases ServiceNow may come up with some solution.

Re: Service Operations Workspace (SOW) - How to add a VIP Flag?

aprakr — Tue, 24 Mar 2026 09:02:28 GMT

@sujitha16 - I have created a record already existing for Incident caller.vip field with the Application 'Incident Management for Service Operations Workspace', But this is not highlighting the vip user with the Icon VIP in the SOW form.

I have created a new record for Interaction - Opened for.vip field with the same application 'Incident Management for Service Operations Workspace', Still it is now highlighting the vip user with the Icon VIP in the sow form.

Is something I am missing here?

Re: Service Operations Workspace (SOW) - How to add a VIP Flag?

aprakr — Wed, 25 Mar 2026 01:28:02 GMT

Hi Sujitha,

Could you please suggest with the below?

Shall we highlight the VIP user in SOW form (2. SOW Workspace) same way how it displays in default view (1. Default View) on selecting the user on Look up?

I have achieved highlighting the VIP user (STAR) in SOW using client script - On Change. I would like to get the VIP Badge in SOW form similar to incident form in default view.

1. Default View:

1. Default View

2. SOW Workspace:

2. SOW Workspace

Thanks.