Boost Efficiency: Quickly Add a VIP Flag for Caller Field in ServiceNow

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

ServiceNow is a cloud-based platform that provides digital workflow automation for IT service management (ITSM), customer service, HR, security, and other business functions. It helps organizations streamline operations by automating tasks, improving service delivery, and enhancing collaboration across departments. With features like AI-driven analytics, self-service portals, and low-code development tools, ServiceNow enables businesses to increase efficiency, reduce costs, and improve user experiences. Its flexible, scalable architecture supports enterprise-wide digital transformation, making it a leading solution for managing IT services, incidents, assets, and business processes in a centralized system

Steps to Add VIP Flags 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 Flags Display:

• In the “Highlighted Value Conditions” tab, add the necessary conditions to display the VIP flags 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 Flags

for the Caller:

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

Save the Incident Form:

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

 

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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.

Conclusion

Successfully implementing vip flags in ServiceNow can significantly enhance user engagement and streamline IT service management. This is just an example to activate it. To implement a full-fledged solution, contact us. If you need assistance troubleshooting configuration issues, optimizing trigger rules, or ensuring smooth system operations, our expert team is here to help! Contact us today to enhance your ServiceNow experience and drive better business outcomes.