What important point should be remembered regarding upgrading and downgrading SRs?

The understanding of service requests (SRs) is crucial for effective management in an engineering environment. When an SR is opened, it embodies a specific set of conditions and requirements that must be addressed. The key point regarding upgrading SRs is that once an SR is initiated, it cannot be upgraded. This means that if there is a need to address more complex or additional requirements after the SR is already open, those modifications cannot be handled through an upgrade process. Instead, a new SR would typically need to be opened to accommodate these additional changes.

This policy helps maintain clarity and integrity in the tracking and management of service requests. It ensures that each request is managed distinctly, preventing confusion that could arise from merging different requirements under a single SR. By keeping SRs separate, teams can prioritize and address each request according to its specific circumstances and needs without the risk of overlooking any details.