Note: This article is on the new Sandbox 2.0 which is currently in Private Beta. For Freshservice's legacy Sandbox click here.

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

Yes.

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

No.

  1. 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.

  1. 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.

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

Agent gets added while syncing to target.

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

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

250 (excluding dependencies). 


  1. 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. 



Sandbox

Target

T0 (before sync)

B
A’
E

C’

D

A

B
C
D

T1 (after sync) 



A’
B
C’

D
E


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.


  1. 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.

  2.  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.

  3. 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.


  1. What happens when a field choice (or service category item) 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.


  1. 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.



Sandbox

Target

T0 (before sync)

India
Tamil Nadu1

Coimbatore
Chennai





India
Tamil Nadu
Chennai

T1 (after sync)




India
Tamil Nadu1
Chennai

Coimbatore


  1. 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.

  2.  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. 


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


  1. 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.