Special cases in Config Sets

Note: This article is on the new revamped Sandbox which will be available for Enterprise plan customers from April 29, 2024. For Freshservice's legacy Sandbox click here. Click here to learn more about its phase-out plan.

        1. Can a local admin add a config set with global configs?

Yes.

2. Can a local admin sync a config set with global configs?

No.

3. How can a local workspace admin get a config set with global configs (i.e. a global dependency) synced?

The local admin needs to get this sync done from a global admin.

4. What happens if the global admin in the source is a local admin in the target?

While syncing, local permissions have to be granted to the global admin for sync to work as needed.

5. What happens if the agent in the source doesn't exist in the target?

Agent gets added while syncing to target.

6. Can I add the same configuration in two config sets?
   Yes.
   
   

7. What is the maximum limit of configs that can be synced in a config set at a time?

250 (excluding dependencies). 

8. In what order are configurations (like workflows, business rules, SLAs, etc.), synced to target from Sandbox?

Configurations that are just updated follow no specific order for sync and mostly follow the order present in the target. However, new configurations are always added at the bottom of the list in the target. Sync happens in the order in which configs were added in the config set.

Any reordering of existing configs is not carried forward to the target. 

Users are allowed to re-order these configurations in the target: Department fields, User fields, OLA policies, Field Manager, Business Rules, Workflow Automator, Supervisor rules, Asset Types & Fields, Vendor Fields, Software Fields and Purchase Order fields.

Note: Inactive workflows are added towards the end after active flows.

9. What to do when a user wants to sync a new workspace?
   Create a new workspace in the target instance.Give it the same name and use the same template that was used when the workspace was created in the source (i.e. Sandbox). Go to the source instance, create a config set, add all the configs from the source workspace, and sync to the target workspace.
   
   

10.  What if the users want to sync configs across workspaces in one go
    This is not allowed, users have to sync changes for each workspace using different config sets.
    
    

11. When a user is synced, what all data will be carried forward?

The user’s reporting manager, department, location and agent-group that the user is part of are carried forward.

12. What happens when a field choice mismatches? 

For dropdown choices of any field, it is flagged as a required dependency. For example, ticket dropdown or any other multi-dropdown field in workflows.

For field name mismatches, a new field has to be created in the target.

13. Give an example of configurations that are merged (not overwritten) post sync with the target instance. 
    
    Consider the below example, where field ‘Priority’ has three choice, namely, L, M and H in production and Low, VL and VH in Sandbox. On sync, field choice Low will be overwritten with L(as it’s API name is same as L).
    
    VL and VH get added as additional choices, merging all configurations.
    
    

    Before sync	Prod	Sandbox
    Field	Priority	Priority
    Field choices	L,M,H	Low, VL, VH
    On sync
    Field	Priority
    Field choices	Low, M, H, VL, VH

14. What happens when more than one parent-child combination is synced (for example location or assets)?
If the same name is used in target, only updates by name will happen and not by hierarchy.

15. How are text-based & ID-based fields copied?
Text-based fields (for example, Tags), are copied directly to the target and are not considered as dependencies. ID-based fields (for example, Ticket fields), are not copied and are marked as dependencies.

16. Can users convert/update a Sandbox from normal (SD) mode to MSP mode?
Yes. However sync between normal and MSP mode instances is not allowed. 

17. Is deletion of any configurations allowed while syncing to target?
No deletion is supported while syncing, users can only add or update configs.

18. Are all catalog items under service category items supported to be added in config sets?
Under a specific category, detailed catalog item fields are not supported, only item-level fields are allowed to be added to config sets.

For example, only the item name ‘Apple iMac’ is allowed in Config Sets & not other details like ‘Description’, ‘Cost($)’ et. al.



19.  Explain situations when a sync error occurs? What happens when a multi-workspace Sandbox is synced with a single workspace target?

While syncing, the system checks the below:
1) Whether the API of the user is present in target or not. If not, it throws an error during config set creation.

2) Whether the workpace API name, is present is target or not. If not, it throws an error during config set creation.

3) Workspace mode(single & multi-workspace modes) of both source and target is same or not. If different, it throws an error during config set creation. Source and target must have corresponding workspaces for sync to work.

4) If same workflow name is used in source and target, the system will differentiate with Workspace API names.

1. If workflow was originally synced from Production to Sandbox, direct sync will happen if workspace is same.

2. If a workflow with same name is newly created in Sandbox, then this workflow will be added to the same workspace in target on sync.

For example, say the production account has just one workspace i.e. Global (IT) and has a workflow named ‘Automator’.

Now after Sandbox creation, say the user creates two more workspaces (IT and HR) in the Sandbox. For workspaces IT and HR to sync, the user had to create two new workspaces in Production (namely IT and HR). Since workflow ‘Automator’ was originally synced from Production to Sandbox, it will sync back to production.

For a new workflow ‘Automation1’ created in Sandbox, it will get added to all three workspaces as it has a new API name.

Note: When a single workspace account is change to multi-workspace mode, all workspaces in the single account move to the IT workspace by default.

20. Will agents’ workspace privileges be copied during sync from Sandbox to Production?
No. To associate users with workspace’s roles and privileges in Production, create these new roles and privileges in production and user association can be done in production directly.

For example, say A is added as a new agent in Sandbox and the user wants to associate a new role called ‘change admin’ which is a new role created in Sandbox to A. Say the new role is associated with A in Sandbox. After syncing to production, agent A and the role ‘change admin’ will be copied separately to production and not the association between the two. Users can associate this role with A in production directly.

Note: When creating Sandbox, the role, the agent and the association will all be copied from production to Sandbox.