Could we PLEASE add the functionality for either requesters, managers and agents to be able to edit Service Request form details.
Various scenarios of requester entering wrong info, info needing amending etc, there is a requirement to be able to go in and edit, rather than have to cancel/close the ticket and ask for re-submission.
We have begun bringing on our HR department, and so are migrating many paper based forms into SRs, but there is no ability to edit the form details once submitted. We have an approval workflow, which once triggered, then prevents editing. Ideally we would like the ability to edit, and also re-send for approval if the details have been updated.