Hi,
I want to understand, from where is the VIP Icon (attached below) configured in the system. We know the functioning that if the Caller.VIP==true, we will get this next to the 'Caller' field on the form.
I was trying to create a new style in the sys_ui_style table (Please see the snap below). But still, even though the conditions in the 'Value' field satisfy, and in the 'Style' field, I have brought the OOB servicenow image, still the image isn't visible like that of 'VIP' on the incident form.
Another observation. In the out of the box Style record (specifically configured for the 'VIP' icon), I tried to update the condition in the Value field. Even though the new conditions were also matching, the icon wasn't shown on the form.
But as soon as I reverted to the original version, it was working as expected.
We want to understand, from where we can configure this, and add a new custom icon alongside the existing VIP icon.
Thanks,
