The service request links call activity to your internal response for engineering problems: a service request is a response to a call. In this sense, only one call generates the SR. Each service request references only one call. Many calls can reference the same service request.

The system updates the Service Request field in the Call Update frame to reflect the SR created for this call. You can view this update in Call Maintenance.

Later, you receive more calls concerning this same problem. You can select the appropriate SR number for the new calls as you receive them. In this way, you do not have to keep issuing new service requests for the same problem and can be sure engineering is already looking at the problem.

As a result, you assign only one call to a service request, but a service request can be assigned to many calls.

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.