Service management May be the worst decision I made this year. ?

After switching to SM in January-  I have been disappointed in the lack of online support. Aged, clunky, and 1980’s technology that seems to not be able to do much without paying some one to create a “custom report” each time I figure out I need data. The lack of built in ability to export data into Excel, print pages, lack of ability to show how often an agreement is being generated, when the next PM is due before the PM is automatically created. No place to add filter, belts or general information, how many hours a PM agreement has total per year or each visits, how difficult it is to set up and have one WO for multiple equipment on a PM or when will the next PM be generated. Am I missing some functionality? 

Today I tried to sort properties by AR customer to send to that customer an excel sheet so they could update contacts for each location and found I could not sort and export that data. So I had to hand create a spread sheet. 

At this point if I had to do over I would not. 

Is there any hope that this module is being upgraded to be a 2019 product? 

  • Seewll72, is your company a TUG - The Users Group member?  www.tugweb.com   

    We have a Service Management group that might be able to help you. 

  • in reply to MJ Hamik

    Not sure what a TUG is, I do not think so. i will look at the link. Thank You.

  • We have been using SM for over 15 years, and I don't remember any significant upgrades that have been made during that time. It is old, unflexible, and difficult to use, but it's all we've got so I make it work. I wouldn't count on any upgrades in 2019.

  • MJ Hamik's suggestion about the SM Group within TUG is a great place to start! These forums are a good way to crowd-source ideas, and it sounds like you may also benefit from help from the Sage Support team. I'd also be happy to discuss the support experiences you mention and see if there's more we can do to help you be successful.  I'm a manager here at CRE Support; let me know if you're interested in connecting.
  • in reply to Kathy Johnson

    Yes I would be interested in a discussion about our issues, do you have a way to connect offline? or email me at

    [email protected]

    I feel like I have a good handle on using the SM product but the product is not performing the way it was "sold" to me. For instance i keep having Agreements, duplicate the auto generated PM work orders and no one  can tell me why.  There are other items that from a software in 2019 that this should do but there seems to be no real or true interest in upgrades, so this leads me to worry that i have purchased a software with no future forward thinking. I discussion would be appreciated if you want to reach out to me outside if this chat. 

  • in reply to BarbTorrence

    so you use the Agreements?  if yes, does your system duplicate PM work orders out of no where?