is there a way to update the vip icon in incident form that comes in caller field

[Deepika54]

Hi team,

For a vip user in incident form, below is how ,it comes in service operation workspace

Below is the OOB client script(highlight vip caller) responsible for that which i think

if we just want to change the name of VIP to frg. is there any way by which we can do that or if any image/icon is provided, where to update so that the icon comes as showing in the incident form.

Kindly help

[Ankur Bawiskar · Accepted solution]

@Deepika54 

For SOW that icon comes from this UX Highlighted Values Condition, you can change the Text to FRG

https://instanceName.service-now.com/nav_to.do?uri=sys_highlighted_value_condition.do?sys_id=70772db193824a10c3bbf04e64891889

I changed and it worked

Before

After

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Ankur Bawiskar]

@Deepika54 

For SOW that icon comes from this UX Highlighted Values Condition, you can change the Text to FRG

https://instanceName.service-now.com/nav_to.do?uri=sys_highlighted_value_condition.do?sys_id=70772db193824a10c3bbf04e64891889

I changed and it worked

Before

After

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Deepika54]

thank you so much. is there any way we can do it at default view as well

[Ankur Bawiskar]

@Deepika54 
I believe I answered your original question for SOW

Please mark my response as correct and close the thread.

[Ankur Bawiskar]

@Deepika54 

For native

-> create new record in db_image and then use that in OOTB client script

Note: since you are updating OOTB client script, it will be skipped during upgrade.

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏