Flagging VIPs

Organizations commonly designate VIP status in the user record for some of their VIP customers. If the incident forms have been customized, the VIP field may need to be added to the user record form.

About this task

Checking the VIP box on the user record sets the VIP value to true for the user. By default, users are automatically checked for VIP status. Therefore, whenever a VIP caller opens an incident, the caller's name displays in red.
Figure 1. VIP caller Indication
VIP caller

The Caller column does not display by default in the Incident > Open module. To add the Caller column, complete the following steps.

Procedure

  1. Perform the appropriate action for your list version.
    VersionAction
    List v2 Right-click the Incident list header and select Configure > List Layout.
    List v3 Open the list title menu and select List Layout.
  2. Add the Caller column to the Selected list.
  3. Click Save.
    Figure 2. VIP Callers