Hi Aron,
Changing of service request templates after creation of service
request will not be possible, with SDP OnDemand.
For your use case, we would like to suggest below solution :
1. Service
Request for troubleshooting printer
raised, say #101
2.
On analyzing Service Request #101, technician finds the printer need
to replaced.
3.
Now, the technician can raise a new Service Request for replacement
of the printer, say #105.
4.
Technician link the Service Request #105 to Service
Request #101.
The
custom field values for different service
requests can be retained [not overlapped/reset/lost] by having it as
two separate Service Requests.
Hope
this way the your requirement can be addressed.
Please
get back to us for any further details or clarifications.
Thanks
& Regards,
Saravana
Balaji .S
SDP
OnDemand Support