Recent Requests from Requester on SHB
When an incident, RFC or RFI is created or edited, the Service Hierarchy Browser (SHB) opens at the right side of the screen. Here, a specialist can apply the correct service instance, configuration item, template, or knowledge article. The SHB can also show other information, such as open requests and known errors. Two new sections have been added to the Service Hierarchy Browser to help the specialist avoid duplicate requests: βRecent From Requesterβ and βRecent From Organizationβ.
The βRecent From Requesterβ section shows recent requests from the person in the requestβs Requested for field, while the βRecent From Organizationβ section shows recent requests from the organization of the person selected in the βRequested forβ field. These recent requests are never older than 60 days and are primarily ordered by the service instance that was impacted in both requests.
