How to solve when user is not able to find service request number in Sage Enterprise Management

By | March 26, 2019

In Sage Enterprise Management, we may come across a scenario where we want to search service request which user is created previously but not able to find it. This functionality can be achieved by the following steps: 

Navigate to: Customer Relation → Customer Support → Service Request

Now create the new service request, but while creating that make sure it’s ASSIGNMENT is set as ‘Employee’, ‘Queue’ etc but it shouldn’t be set as ‘Despatching’. Refer below screenshot:

Service Request Sage EM

Service Request -> Set assignment as Employee

Now, In the below screenshot, we can see that user is able to find it’s service request transaction which they are created.

Service request Left Panel Search

Service request -> Left Panel Search

Note: This is the standard functionality that, the assignment should be set as other than ‘Despatching’. If it is set as ‘despatching’ then the user will not be able to search their service request transaction which they are created.

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