Customer Identification

[LaviniaH]

Hello I am a new user of of Service Now and I have been asked to see if there is any "out of the box" feature to identify specific customers when they log incidents to our service desk.  EG if we have specific users that are "VIP users"  we would like this to be identified when they log a job.  Is there a feature within Service now that allows for this?

thanks

[Dr Atul G- LNG]

Hi @LaviniaH 

So you want to see the all records raised by a user ?

[LaviniaH]

Hello thank you for responding.  No that's not what I am after.  I would like a way to identify a specific set of users.  Example we have some users which we call VIPs and when they log a job they we must ensure that we respond them quickly.  I also 200 users which I use for testing called Windows updates Pilot testing.  I would like to be able to identify them.  Is there a field or feature that allows me to have some sort of alert on these users.  Example I would like to run a report to see if these users have logged jobs in the last month.  We can setup something customised but was looking for an 'out of the box" feature.  thanks

[Dr Atul G- LNG]

Hi @LaviniaH 

What do you mean by Log a Job.

OOTB for VIP we have flag and and fields and we can use the same in SLA / assignment / reports etc.

You can create something similar for windows users as well. 

[AntoinetteJ · Accepted solution]

Hello LaviniaH,
You can assign the VIP status to specific users. This will allow the caller's name to turn red in the incident form and display a VIP status next to their name in the incident table. You can also generate a report based on VIP callers. 

The VIP field is available out of the box, you will simply have to configure your form layout to make it visible. 

If this is helpful, please mark as helpful.