The Easy Way to Highlight VIP & Priority Fields in Workspace

[SupriyaWaghmode]

🎨 Highlighting Values in ServiceNow Workspace: A Quick Guide

In the ServiceNow Workspace view, highlighting specific field values can be challenging because the workspace interface doesn’t display the same icons or visual cues available in the traditional UI. Fields like Priority, Caller, or VIP indicators often lose their native visual markers, making important information less noticeable.

To ensure critical fields stand out, ServiceNow offers the ability to configure Highlighted Values within the Workspace UX. This feature allows you to visually emphasize fields based on conditions — improving agent efficiency and enhancing the overall UX.

Here’s how you can set up Highlighted Values in Workspace:

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🔧 Steps to Configure Highlighted Values in UX Workspace

1. Navigate to UX Highlighted Value Configuration
   Search for it directly in the application navigator.

2. Select the Workspace App
   Choose the application where you want to enable highlighting — for example:
   CSM Workspace or FSM Workspace.

3. Click “New”
   Use the related list to create a new highlighted value record.

4. Choose the Table & Field
   Select the table (e.g., Interaction, Case, Incident) and then the field/column you want to highlight.

5. Define Highlighting Conditions
   Set conditions to control when the field should be emphasized.

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⭐ Example Use Case

If a Caller is a VIP, the Interaction record should visibly stand out so agents can quickly identify high‑priority users.
Using Highlighted Values, you can configure the system to visually emphasize the VIP field whenever the user meets that criteria — ensuring better service and faster response times.

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Enhancing visual cues in Workspace not only helps agents make quicker decisions but also improves overall service delivery. A simple configuration can make a big impact.

 

#ServiceNowLearning #CSM #FSM #Workspace #UXConfiguration #HighlightingValues #ServiceNow #EmployeeExperience #UserVIPStatus

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Thanks & Regards,

Supriya Waghmode |ServiceNow Rising Star 2025🌟

www.linkedin.com/in/supriya-waghmode

[GlideFather]

Hi @SupriyaWaghmode,

does it work in SOW? I tried it in my PDI following your steps but didn't manage in SOW:

 

 

Maybe I do it wrong, can you please share how did you make the highlights and how did it look? it's not clear 

Tjank you very much

 

[Kristin Acree]

same problem, wondering if i did something wrong. 

[thomasbueck]

@SupriyaWaghmode & @Kristin Acree  Have you verified that you are in the correct workspace?
For SOW it would be Service Operation Workspace Core

[Kristin Acree]

Yes, i figured out the problem. Workspace doesn't like the when you have a reference field. Like Number, CI, Assignment group,etc. If it is something like short description, priority, etc. those field can be highlighted but the refrence links cant. 

[thomasbueck]

@Kristin Acree Have you verified it again? We are now at Zurich and ITSM SOW 8.4.0 and I can highlight IT Application Owner which is a user reference in list and form. Works as well for Lifecycle Stage & Status, which are as well reference fields.

Sorry I can't post a screenshot as this is blocked by our security.

[Kristin Acree]

Ive tried on Number, Configuration Item, other reference fields, those do NOT work. If i put it on short description it doesnt.  ive moved them around so they arent in the first column, they arent highlighing unless its another non-reference number. 

im also referring to https://www.servicenow.com/community/servicenow-ide-sdk-and-fluent/how-to-highlight-reference-field-...

which states: "you can take a look at UX Highlighted Values option ( Now Experience Framework > Configuration Settings > UX Highlighted Values Configurations ) if that helps. There are a few out-of-the-box (OOB) configurations already available, such as for Priority, and you can create additional ones for any reference field you need. This option doesn’t fill the background of the field, but it can help make your field stand out in other ways. I believe it doesn’t fill the background of a reference field in a list because the field includes a hyperlink to the respective reference record."