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.