Issue
When viewing an incident record in Platform UI where the Caller is VIP, there is a VIP icon displayed next to the Caller field. In Agent Workspace, there is no VIP icon displayed on the form.
Release
Madrid and NewYork.
Cause
This is expected behaviour. As mentioned in the Configuring Agent Workspace lists product documentation under the "Configure field styles for Agent Workspace", it mentions
Field styles are only supported in the list view for Agent Workspace, not the form view. Only the background color field style is supported.
Resolution
Create a "background color" field style for the Caller field.
Related Links
Configuring Agent Workspace lists
Starting Orlando, Highlight list fields replaces Field Styling. You can't automatically convert Field Styling configurations into highlighted list fields. Highlighting definitions are per workspace, not per instance.
Reference:
https://docs.servicenow.com/csh?topicname=now-platform-capabilities-rn-landing.html&version=latest
https://docs.servicenow.com/csh?topicname=highlight-list-fields.html&version=latest
https://docs.servicenow.com/csh?topicname=configure-highlighted-values.html&version=latest
