How to Easily Add a VIP Flag for Caller Field in ServiceNow Service Operation Workspace

Note: For Service Instances starting from Xanadu, the VIP flag is by default available in the Service Operation Workspace for incidents.

Steps to Add VIP Flag to Incident Record :

Navigate to the Instance:

  • Open the instance and search for the following:
    “Now Experience Framework -> Configuration Settings -> UX Highlighted Values”.

 

 

Create a New Record on the Incident Table:

  • Create a new record for the “Caller” field on the Incident table.

 

Add Conditions for VIP Flag Display:

  • In the “Highlighted Value Conditions” tab, add the necessary conditions to display the VIP flag as show in below image

 

Configure UX Highlighted Values:

  • Go to the “UX Highlighted Values Configurations” tab and click “Edit”.
  • Select the “SOW Highlighted Value Config” from the existing list and save the record.

Validate VIP Flag for the Caller:

  • Ensure that the user added in the Caller field of the incident record has the VIP flag set to True .

Save the Incident Form:

  • After saving the incident form, the VIP flag will be displayed above the field.

 


Important Note:

  • Please update the Service Operation Workspace to version 6.0 to make the VIP flag visible in the list view of the Service Operation Workspace.

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