This is not possible after conferring with R&D.  The response was:

That was a business decision made many years ago based on customers’ requests. Many customers start their service flows from the call center where a new customer support order is logged and then routed to the service order or sometimes to repair order. I don’t think that there are customers that in the business flow create a new customer support order from the existing customer support.  In all other orders Add New Order option is the default one. Sometimes Service order can be routed to Repair if the equipment cannot be fixed on Site, but in most cases, the Call Routing option in the Service or Repair Order is used to create a new order.

If the customer wants to change the default value in the Service Order, it can be done as a small customization.

Hi Phil,

The reason why we want to got back to a Customer Support is when Field department needs more information from screening department so they can return the call back to customer support.

The small customization thats R&D is refers is that on our side by using Customization or on R&D developer side?

This would be a customization layer change thus something IFS would have to add to your system.  Not a Customizer change unfortunately.

There are no plans to handle this differently as a standard RFE.

Ok thank you.. i will discuss this inernally.