I’ll piggyback on this thread as it is relevant…
While dealing with Epicor support for 2 months on kinetic menus that didn’t upgrade properly, they said they don’t have access to earlier messages in the case.
I can see the screenshots that I posted in the case chat history no problem.
But the tech says they cannot. And that I needed to resubmit the screenshots!?
Have they told yall this too? That the Epicor techs can’t see the whole case in their ticketing system??
I have a lot of issues of support asking me questions of things that I have posted in a comment or in the original post. It is beyond frustrating. Sometimes I wonder if they are even reading what we put in a ticket.
You know they aren’t when they asked for something that’s already attached. It’s not just Epicor support though. Seems most support is 
Salesforce support is the exact same disaster.
Didn’t they move to AI being level 1 support?
They did, and it’s god awful. You can’t just open a ticket anymore. You have to chat with their AI and talk it into opening a ticket. After that the first replies are all AI. You have to demand a real person.
Yes, I even tried to post a screenshot showing the screenshots were in the case but of course they couldn’t see the screenshot. 
I;m like if you can’t see the original screenshots, and you can’t see the screenshot of the original screenshots, then what makes you think you will be able to see the same screenshots if I add them again?
Today I was told by support that they can’t make a BAQ in my environment due to customizations. To prove this they showed a screenshot of them searching for “BAQ”.
If I had a dollar for every time I’ve done that myself 
We use both (Salesforce and Kinetic) and they are integrated. It’s like lack of support squared! 
Funny how the sales teams are engaged though. 
Well Cloud Ops back at it again. This weekend I tried to update my Live (currently 2025.2.20) environment to match Pilot 2025.2.22. Plus an issue were were having was not an issue in the version Pilot is on. Well there were NO options to select from to update my Live environment. I guess support said yeah you don’t need these anymore. Why would they take them away? Why would they leave no options?
You can’t do that during an upgrade weekend.
They were done and I was able to upgrade my third.
We had set up this BPM and for some reason this am it stopped working. I have no idea why right now.
So I guess even though they were done and I could upgrade my Third; Live was still unavailable. I just looked and I can update it now. So I will try tonight.
This should be resolved now. See thread Anyone seeing issues with Serial Number searchs in 2025.2.20 or up? Specifically, “Possible SQL injection: ‘Unexpected keyword’”?
