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

Deepika54 · yesterday

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 · 5 hours ago

@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! 🙏

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

View solution in original post

RaghavSh · 5 hours ago

@Deepika54 I think you can store a new image in "db_image" table and replace the url of that image in your client script line no 27.

Once you create a record in db_image table and upload a new image the url is automatically generated in the record, you can replace that in your client script.

Raghav
MVP 2023
LinkedIn

Deepika54 · 5 hours ago

in db_image, couldn't find any name with *vip

RaghavSh · 5 hours ago

Its not there, my answer was around the steps to add new image instead of OOB VIP.

The one you are looking for is not there as mentioned by @Ankur Bawiskar

Raghav
MVP 2023
LinkedIn