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Nigel Barker

HELP! We can't create cases

Posted By

I am hoping that someone else can help me with this. We have recently installed Sage 7.1 (due to server limitations) and we are having a spot of trouble.

There is NO way to create a new case - we haven't got it in any menus. The cases workflow is turned activated (I have check that bit out) but this is what we see (sorry for the dodgy shot, it wouldn't let me screen grab anything without turning the menu off!!

  • 0

    Nigel

    Are you able to log on as the System Administrator?

    If you are can you check two locations for me.

    1) Administration -> System -> License Key Details

    You will see a list of things that your license key includes

    e.g.

    Customer Service,

    Marketing,

    Sales,

    CTI,

    Mobile (PDA/WAP),

    Enterprise Integration Server,

    Developer,

    Self-service,

    To be able to use case 'Customer Service' needs to be included. If it is not then you will need to speak with you Sage partner and escalate this to the Sage support team.

    2) Administration -> Users -> Security -> Security Profiles

    This screen will list all the user profiles and the rights they have to access Cases. You will need to check that the users logging on have the rights to create 'New Cases'.

    But if these 2 things check out correctly and that your license includes Customer Service and your users have the correct rights the last place to visit is

    Administration -> Advanced Customization -> System Menus

    look at the 'new' menu.

    Does this include the Cases option? And if it does, does it have any SQL clause that may mean that it is suppressed?

    I hope this helps

*Community Hub is the new name for Sage City