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

Deepika54 · ‎01-19-2026

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 · ‎01-20-2026

@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 || ✨ 10x ServiceNow MVP || ✨ ServiceNow Community Leader

View solution in original post

RaghavSh · ‎01-20-2026

@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 · ‎01-20-2026

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

RaghavSh · ‎01-20-2026

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