@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?