Best Way to Differentiate Duplicate Related Lists on User Record (Request / RITM)

[LeighAnnB]

I'm trying to clean up the User record view in ServiceNow (Xanadu release) to better support our front-line team. One common ask we get is"Can you check the status of my tickets?" — but end users rarely have more details to go on other than they put it in or it was put in on their behalf.

To help with that, I’ve added several Related Lists to the User record:

• Incidents (where the user is Caller)

• Requests

• Requested Items

• Change Requests (where the user is Reqested by)

This setup works great except for Requests and Requested Items. We need to show two versions of each:

1. Where the user is the Opened by

2. Where the user is the Requested for

Both are useful and needed — but since the tab names are the same for both (e.g., "Requests"), it’s confusing.

My questions are:

• Is there a way to rename these Related List headers so it’s clearer to our team (e.g., "Requests - Opened by" vs "Requests - Requested for")? I have tried instructions saying to go to Right click on the List and go to List Control but I do not see that as an option when in User.  The only options I have when I right click are Filters and Refresh List.

• OR would it be better practice to create a single custom Related List that combines both filters into one list? If so, could I get some guidance on how to approach that as a relatively new sys admin working in a freshly implemented instance (we're about six months in)?

I’ll be adding screenshots to show how it’s currently set up with the Requests (Requested Items is exactly the same but let me know if you need those screenshots too). Any suggestions or tips would be really appreciated!

Thanks in advance!

[SumanthDosapati · Accepted solution]

@LeighAnnB 

As an admin, you need to right click on any of the column name in related list to configure List Control.

Check example screenshot below to see where to right click

Accept the solution and mark as helpful if it does, to benefit future readers.
Regards,
Sumanth

[SumanthDosapati · Accepted solution]

@LeighAnnB 

As an admin, you need to right click on any of the column name in related list to configure List Control.

Check example screenshot below to see where to right click

Accept the solution and mark as helpful if it does, to benefit future readers.
Regards,
Sumanth

[LeighAnnB]

I could have swore I tried that and I just got the normal internet browser right click menu.  Your response in combination with Vishal's response, helped me figure it out. thank you for answering my silly question.

[Vishal Jaswal · Accepted solution]

Hello @LeighAnnB 

User (sys_user) form - Configure > Related Lists

Under each related list, right click on any column name, click Configure > List Control 

Update the label

[LeighAnnB]

I could have swore I tried that and I just got the normal internet browser right click menu.  Your response in combination with Sumanth's response, helped me figure it out. I greatly appreciated the further breakdown at the label step because I didn't see it to begin with either.  thank you for answering my silly question.