Our agents need to log a service request for a user. When the agent pushes the button creat request the service catalog opens. The issue is that the agent not only sees the requesitems where the user is entiteld for but also his own requests. this is very frustrating as some service request names are very much alike.
We see the following option but non of them are really nice:
1. We change the naming of the service request in suhch a way that the agent can choose the correct catalog item.
2. We give the Agent impersonate right and let him open a second tab and logs the request that way. As most of these requests come in by mail we loose the link to the original email.
What is the servicenow best pracrice to resolve this in a decent way?
