In day-to-day business operations, calls come in on a variety of topics, ranging from requests for marketing or sales material to questions regarding how your equipment works to complaints about breakdown and failure of your equipment. Service requests let you manage internal responses to problems relayed from field activities or calls.

Typically, repeated calls reporting the same failure of an item are consolidated into a single service request. If it turns out that a design or engineering change is necessary, you can create an Engineering Change Notice (ECN) to address the required changes. Proper management of service requests can help you get at the root of problems and prevent future support costs.