Aya, is this your own teams SR? Do you have the SR number? What I have found works for me (and I really hope EMC gets the bugs out of this site fixed ASAP as it's very problematic from a Storage Architect's perspective) is to open your OWN SR and at the end of the web address for YOUR SR, paste in the SR number you're looking for.
YOUR SR: https://onlinesupport.emc.com/SRDetails?srNumber=01234567 <-- Your SR
REPLACE WITH: https://onlinesupport.emc.com/SRDetails?srNumber=07654321 <-- The SR you want to see
If you cannot view it, either add your site ID to your list of sites or open a new SR to EMC. I've found occasionally that even though some of the various storage devices are on my site ID, even sometimes I cannot view them.