For those who use Sage Service management, I want to ask you to flood Sage with request if you feel the same way.  Respond to this thread with your input. Maybe we can get someone to listen to common sense.  If I had to do over I would not be using this product.

Service Management needs attention and they need to listen to Voice of Customer(s).....

We are almost done with our first year and I have been more than dissapointed with the lack of willingness to make the SM module any better or allow higher levels of admin rights to make changes.  I have had serveral private conversations wiht ohter users that the SM has not had any major back end updates and these back end rules affect the Web based SSO user interface they are developing and without some changes this product cannot get any better, I think they need a voice of the customer feed back session.

Current issue is that when you create a work order, and assign it you are unable to make meaniingful changes if you made a simple mistake after you get a PO, technician adds time etc.  For Example, we created a WO, selected the "equipment" so the work follows the equipment for history and SM defaulted and selected the "service agreement" and we did not catch that.  Our tech does all the work, we get PO's and then once completed we go to bill it and find that it will not let us bill it out becuase it put all the cost to the "agreement" even thoug it was not tagged as an agreement pm, it was set up for Time and Materail.  When we try to change it to not select the agreement, OH NO you cant do that.  SO we have to create a fake PO Credit to remove all the cost out of the agreement history.  We then have to make the WO not billable and create a new WO, and line by line transfer all the time over and make sure all the notes get moved etc.  All this rework becuase you cannot make a few simple changes at the Admin level to make it NOT follow the agreement.  This goes for other things like moving the PO to a new WO becuase it was taken out by mistake... There are many imporvements that this product needs that would make it a very good platform but currently there does not seem to be any williningness to make changes that make sense for the daily user....

Who uses SM, Any Feedback from Real Users?

Thanks