- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
05-17-2026 09:14 PM - edited 05-17-2026 09:18 PM
Hello All,
when i have selected a vip user in the caller field then it is not showing red color or any diffenece to identify th caller is a vip
what could be the issue its showing in red color in the default view but no differnce or coloer showing in service operation workspace.
@Ankur Bawiskar any idea?
Solved! Go to Solution.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
05-18-2026 01:56 AM
I am not able to see it on new record while creating INC in SOW
Seems this is OOTB behavior for Workspace because the conditions are evaluates once form is saved
💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏
Ankur
✨ Certified Technical Architect || ✨ 10x ServiceNow MVP || ✨ ServiceNow Community Leader
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
05-18-2026 08:21 PM
Did you get a chance to check my above reply?
Ankur
✨ Certified Technical Architect || ✨ 10x ServiceNow MVP || ✨ ServiceNow Community Leader
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
05-18-2026 02:49 AM
Hi @Debasis Pati , the OOB methods are not functioning as required. Please use this method in the client onLoad script:
g_form.addDecoration('field_name', 'icon_name', 'title')
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
05-17-2026 09:28 PM
Just validate your implemented step from here: Service Operations Workspace (SOW) - How to add a VIP Flag?
Regards
Tanushree Maiti
ServiceNow Technical Architect
LinkedIn: https://www.linkedin.com/in/tanushreemaiti
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
05-17-2026 10:11 PM - edited 05-17-2026 10:13 PM
Hello @Debasis Pati ,
Please check the following table whether a record for <incident> table with <caller_id> field exists in your SN environment: <sys_highlighted_value>.
If not, then please create a new record.
In the related-list -> *Highlighted Value Conditions* <sys_highlighted_value_condition>,
please create a record for table as *Incident* & field as *caller_id*.
Choose a color of your choice to highlight *Caller* as a *VIP User* in Service Operations Workspace.
If this answer resolves the issue, please mark it as *Correct* or *Helpful*.
Thank you.
