What is the difference between Service Request (SR) and Request (HRHD)?

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Hello experts,

in Help Desk section, the employee can create both service request by accessing HR Service Requests and requests by accessing My Help (please, find the attached screen).

What is the difference?

And why when the employee creates a request (HRHD), the agent cannot see it?

Thanks in advance for your time!

Kind Regards,

Valerio

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