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:
This setup works great except for Requests and Requested Items. We need to show two versions of each:
Where the user is the Opened by
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!
