That’s the part I’m talking about when I say I know I have 100% of the information. If I know it’s not working right, but I can’t peg down when or why, I can’t give them a nice package to work with. Unfortunately this is usually when I need help the most. Thank God for this forum where people are willing to help out, educate and think outside the box!
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or a referral to Custom Solutions. Exactly what can Custom Solutions do for us SaaS users?
That is actually something I have done with my team in the past with certain trusted customers being my secret shoppers as me doing it wouldn’t be very “secret” as my voice is as subtle as Gilbert Gottfried’s. It is important to see how people process data that is provided to them in X way when you have only seen it in Y way, and if they took a different turn than you were expecting, why and how. It’s a continuous process, as everyone processes data differently and in general, there aren’t generally wrong ways to do it–simply less efficient–and I work on more efficient data processing all the time with my team.
Support and our customers are a team–we are in this together. That being said, those customers that are most successful understand that Support is not full of mindreaders or developers or doer of things for them–we need data in which to analyze to determine what the next step is. Sometimes that is to direct to consulting or training opportunities if appropriate, sometimes submit it to development if a bug, or another Support resource, etc. The point is, the more useful data the better. As we get more data on the early side of the case, the faster time to case resolution. Support cannot divine data (at least not until vNextNext (cough)) so without data, we’re all sunk 
Support doesn’t expect every (or, honestly, any) customer to do what @josecgomez does and provide us the exact line of code that is the problem with the code change to address it (thanks by the way Jose, you’re awesome) but the more challenging an issue, the longer it will take (relatively speaking) to get that useful data to the best resource if no other person has ever run into that issue previously–and we’re at the point where that is most of what my backline team is dealing with (never before seen issues). We aren’t all @Bart_Elia and @josecgomez or any of the countless truly amazing devs we have at Epicor or the community resources that are on epiusers.help, but, a lot of us in Support wake up each morning trying to be a little bit more like them 
If any of you think Support or Epicor, in general, could have done something better in any way, please fill out those surveys that we send out when a case is closed as they are reviewed and acted on. If you thought everything was awesome, or neutral, or something else, please fill out those surveys too 
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Almost everything that they could do for a on-premise customer.
- Custom reports
- BPMs (custom code if are Multi-Tenant)
- Dashboard development
- MICR check implementation
- Custom functionality
Generically, Support directs customers to Consulting, which includes CSG (custom solutions group–aka: the programmers), Technical Consulting (implementer of new software things, or anything have to do the system in general like performance tuning), and the Application Consultants (who know how the various modules work together).
Between the various consulting teams, there isn’t much that isn’t possible for a Cloud customer.
Support cannot divine data (at least not until vNextNext (cough)) so without data, we’re all sunk !
Not even automatically then. Think about all the data regulations around the globe and that will never be automatic. It will always be something a customer has to opt into at some level. Interesting times as tech meets regulatory bodies.
My comment was tongue in cheek --my apologies, I should have been more explicit with my awful sense of humor 
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We both suffer that disease. We are getting too comfortable with many of the wonderful folks up here. 
I guess mostly what is needed from support, is when the data isn’t there, either more help/guidance in getting it, or at minimum an acknowledgment that something is actually wrong and it will be logged/tracked even if the root cause can’t be found on the service call.
An example to review is CS0001073899. That’s about the BAQ calculated field showing up blank. See:
I couldn’t get it to mess up at will, so it was simply closed.
Sorry for the glib response. We use Epicor consulting. Scott Sanderson was excellent during our move from Single Tenant to Dedicated Tenant. And of course we get consulting from Mr. Shoemaker too.
The two specific situations that related to my comment:
In 10.0.700, the Deferred Revenue Reconciliation Report use to be used to reconcile to the GL but in 10.1.xxx that no longer is the case. Support suggested Custom Programming to us and another customer who missed this capability. Can we really get a version of the report that used to work in 10.0 created in 10.2 as a SaaS customer?
Second case, the Product Configurator is not honoring format culture. European users are getting extra digits added to numbers. Support suggested CSG. Can they provide proper format culture to just one company in the SaaS pool? (The issue has since been sent to development).
I take the survey for nearly every support case and you’ll see that I give Support very high marks but this is one honest constructive criticism I do have: sometimes the reference to CSG might be issued before or/in place of a discussion with development.
Should customers pay CSG to fix issues in the standard product? There are two kinds of software errors: writing code that doesn’t work and writing code that users don’t need. I understand these are not always cut-and-dry decisions which is which. I guess I just want to make sure that the suggestion for CSG doesn’t come as automatic as the greeting everyone gets when they enter a fast food chain. 
Mark W.
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@hmwillett I see you’ve marked this as solved, but thought i’d mention I have been dealing with the same issue. The workaround I use is Solution Workbench to export the table definition (ZDataTable) from TEST. Then, during the maintenance window, I load the solution into LIVE followed by a data regen.
Thanks,
Tanner
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That’s not a bad way to do it en masse.
Thanks Tanner.