Limited Service Instances

Overview

By default, the service instance picker on a request suggests every service instance in the request account where the user is a specialist. On accounts with a broad service catalog, that produces a long list including instances the requested-for person is not covered for.

The Limited Service Instances setting narrows the picker to the coverage of the person in the Requested for field.

The three states

The setting is account-level and offers three options:

• Off: the picker suggests all request-account service instances where the user is a specialist. This is the default.
• Only for external or cross-cloud requested-for: narrowing applies only when the requested-for person is external, or is registered in a different cloud than the current request account.
• Always: narrowing applies on every request, regardless of external or cross-cloud status.

The setting is editable by administrators and read-only for auditors, consistent with other account settings.

What the picker offers when narrowing applies

The + Link service instance picker on a request offers the same set the Service Hierarchy Browser presents for the requested-for person: the service instances that person is covered for, plus any instance already selected on the request.

Because the picker and the browser agree, a specialist cannot link a request to a service the requested-for person has no coverage for.

The instance already selected on a request is always retained, so editing an existing request continues to work even if the selection would not be offered today.

Accounts with the setting Off, or in external-or-cross-cloud mode, are unaffected by the picker alignment.

Notes for existing accounts

Narrowing was previously available only to a small set of accounts through a support-managed configuration. Those accounts were migrated to the equivalent setting value, so their behavior did not change. All other accounts default to Off.