Service Request is Change - Workflow also should be updated

My advise is to not try to modify a SR if a wrong selection is made.  I prefer to have the user resubmit the correct item.  It’s a cleaner approach and makes sure any automation or metrics are correct.
 

You can resubmit a SR on behalf of a user if you want to do it on their behalf, but in IT we should expect the user to be able to perform a request of a SR and get it right :). 

If you want to do it, add a SR is updated to your rule and you notifications should fire.

Hello ,

Greetings from Freshservice!

In regards to your use-case , I believe you are trying to change the requested Item of an already raised Service Item . So , if you already have a service item raised in the freshservice portal with a particular requested item , we will not be able to edit that particular item . Unfortunately , we will have to raise the service request from scratch and you will have to raise a new service request for the new service item .

Thanks,

G.Adhitya,

Team Freshservice

This is against the ITIL process. If required you can cancel the requests which are already requested but not resolved yet.

Then edit the service item and publish the new version. hope this helps