Customizing the Requester Details portion of the template is in our roadmap. Can you please explain the below part in detail, so that we can assist you accordingly.
Regards,
Santhosh Mahiban
SDP Support - FAQ
ServiceDesk Plus - Help Desk Software of your Choice
One other possible option would be to add 'New Service Request/Incident' to to the Actions button when selecting a requestor from the list. This list could be the result of a search.
Regards,
Santhosh Mahiban
SDP Support - FAQ
ServiceDesk Plus - Help Desk Software of your Choice