Sanity Check - Epicor Support - CMP

Off Topic
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I tried copying Live to Pilot VIA CMP and got an error. the process failed.

I submitted a case to support. What is the expectation on me w/r/t how much research of my own should I do before I submit a ticket here? I am not very technical and I expect this process to ‘Just Work’

The response I got back from support was:

Ok, I copied your Live to Pilot. Close Case.

This is what is frustrating me. I didn’t explicitly state it in the ticket but am I out of line for expecting some response that tells me WHY I couldn’t do it, so I may be able to self serve in the future? The point of the CMP is for me to do these things myself…I thought.

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They probably don’t know. And not saying that to turn this into a :dumpster_fire:. But chances are the front line support have no idea. They just know how to do it manually.

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Any additional info/logs…or just a generic “process failed” message? Maybe there’s a known issue with the CMP that’s in the process of being fixed and Support was told to just do it and move along. Doesn’t really help users understand the problem but…

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I provided the Action ID for the task along with a screenshot of the CMP screen which said ‘Validation Failed’

I tried clicking around in the provided logs but it quickly turned into stuff that was over my head and very much felt like not my job.

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Don’t blame ya, it can be pretty cryptic.

Here’s a thread where someone apparently didn’t get 2025.2.16 in LIVE because they were self-managed in a THIRD environment…so maybe it’s something intrinsic with CMP.

Here’s another thread where a user’s CMP was blocked.

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At the end of the day Epicor created the CMP to mitigate the flood of cases by customers making requests for basic Admin tasks that cloud prevented them doing on their own in the first place.

Why did they do that? Economics, veiled in the guise of user flexibity, but the reality is, why spend money on resources when we can get the customer to do our job for us, at the same time not providing any discount. for the privilege. The other reason was we all cried about losing our toys moving from on-prem to cloud. (Me included)

Needless to say the CMP was born. A really great concept, poorly executed. (fill in the gaps with your own thoughts :blush::blush:)

Log the case and move on, do not waste any of your time on investigating, that is their job, regardless of how much fun it might feel like to help them out. It’s a transactional relationship these days, gone are the days when the saying was "Grow Business not Software '…

The more tickets raised about the problem, eventually the message will sink in and it will get put in the queue.

Oops sorry for the rant…

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