Item Number Hyperlink Not Visible for Customer Care Team on Sales Orders

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Posted on by RT-08091433-0

Hi MD365 Community,

I’ve assigned specific security roles to both the Replenishment Team and the Customer Care Team.

For the Replenishment Team, when they enter item numbers on a Purchase Order, the item number appears as a hyperlink. This allows them to directly view the product information of the SKU from within the PO screen.

However, for the Customer Care Team, when they enter item numbers on a Sales Order, the hyperlink is not visible.

Both teams have access to Released Products, but currently, the Customer Care Team must navigate separately to Released Products to view product information, whereas the Replenishment Team can see it directly from the PO screen. Has anyone experienced this difference before, and is there a way to enable the same hyperlink functionality for Sales Orders.

Thanks in advance for your help!

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RT-08091433-0 28 on at

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Item Number Hyperlink Not Visible for Customer Care Team on Sales Orders

Thank you everyone for your prompt responses. I did find the solution, Customer care team is missing with a privilege which gives access to product information on the Sales orders screen. After giving the privilege access it is now working as expected.

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Sohaib Cheema 48,058 User Group Leader on at

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Item Number Hyperlink Not Visible for Customer Care Team on Sales Orders

YOU have mentioned that Both teams have access to Released Products,

My question is how? What duties and privileges are providing them this access? It seems you have created a custom role. Different duties and privileges behave different for the access of the same object(form). You need to make sure that both teams have access to some of the following duties/privileges, to view the released products.

View Released products (Privilege)

The pop-up form that open towards the right side of screen, as you click the item (the on visible in your screenshot) needs at least any of the following two permissions

Product Information dialog (Privilege)

Enhanced Preview of Released Products (Duty)

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Adis 5,580 Super User 2025 Season 2 on at

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Item Number Hyperlink Not Visible for Customer Care Team on Sales Orders

Hi,

There is no functionality to enable it as far as I know. What I would check if there is any difference between the edit and view mode on the sales order form, compared to the po form. Simply press F2 to switch between edit and view mode.

Apart from that, I guess its specified on the form, which means, you need to customize it.

Another reason would be that the customer care team lacks of permissions. I would give one customer care team the same permission as the replenishment team and let them check then the sales order hyperlink. If it appears, then the permission is the cause of it.

Kind regards, Adis

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