In London, the users should have active requests/incident in order to see the 'Requests' menu in Service portal. Sometimes the users will not see the menu even though they have active requests.
The 'Requests' scripted item decides when to show and what to show in 'Requests' menu in Service portal header. The active request should have an active requested item attached to it. If there is no sc_req_item attached to sc_request, then the user will not see the Requests menu even though the Requests are active.
The scripted menu item "Request" is designed in such a way to show Requests only when they are active and a requested item attached to it.