The relationship between calls and service requests is as follows: You can only link one call to a service request. However, you can assign a particular service request to many calls.

As new calls come in concerning the same problem, they can be linked to the same service request. Linking calls to the service request is an open-ended process and does not hamper work on the service request itself. Once created from the call it references, the service request can be acted on and does not need to be held up in any way by additional call activity.

This process works best when there is a one-to-one correspondence between service requests and problems. Many calls with the same problem reference the service request addressing this problem. However, each problem requiring engineering changes should have its own service request.