Refreshing Sandbox Accounts

Each of your sandbox accounts can be refreshed from your production account upon your request.

Note:

The account where the data is copied from is referred to as the source account. The sandbox account that is created or refreshed with a copy of the data from the source account is referred to as the target account.

Typically, the source account is your production account. In some cases, the source account can be another sandbox account. If you hold valid licenses for more than one sandbox accounts, and can provide a business justification to support your request, you can refresh a sandbox account from another sandbox account. You must specify the Company ID for both source and target sandbox accounts.

Review the following guidelines before requesting a refresh:

Refreshing a sandbox account replaces all configuration settings, all data, all user passwords, and all customizations in the target account with those from the source account. Any changes you made to the target sandbox account before the refresh are overwritten.
When refreshing a sandbox account, the target sandbox account is deleted and replaced with a copy of the source account. After the refresh starts, all the data previously held in the target sandbox account is lost and cannot be recovered.
Any features that are enabled on your sandbox account but not on your production account are cleared when your sandbox account is refreshed.
The sandbox refresh process starts after OpenAir Customer Support acknowledges and accepts your request. You cannot access your sandbox account while the sandbox refresh process is under way.
The company ID and account specific domain for the target account are the same before and after the refresh unless you specify otherwise at the time of requesting the refresh.
Refreshing a sandbox account can take anything from a few hours up to 72 hours to complete. The delay depends on several factors including account size, server load, and other sandbox refreshes pending in the queue.
The number of sandbox refreshes is limited to one per month. To increase the limit to one per week, contact your OpenAir account manager.
Functionality availability in your sandbox account is subject to some limitations. Action may be required to ensure the functionality is available after a sandbox is created or refreshed. For more information, see Features Available for Testing in a Sandbox.

To request a sandbox refresh:

Create a support case. See Creating a Support Case. Use the following values when filling the Create Case form:
- What would you like to do? – Ask a Question
- Case Severity – C3 – How To / Non Urgent Questions
- Subject – Sandbox refresh
- Question – Sandbox account to be refreshed: <sandbox_id>
  Note:
  Specify the Company ID (<sandbox_id>) for the sandbox account you want to refresh (target account).
  
  If you want to refresh a sandbox account with data from another sandbox account, provide also the following information:
  - The Company ID (<source_sandbox_id>) for the source sandbox accounts.
  - Business justification.
  By default, some functionality running in the source account or target account before the refresh does not run in the target sandbox account after the refresh. You can include a list of the functionality that you want to enable for your target sandbox account when you request the sandbox refresh or you can create a new support case to enable the functionality after your sandbox is refreshed. Further actions may be required to ensure that the functionality is available and operational in your sandbox account after the refresh. For more information, see Actions Required after Sandbox Creation or Refresh.
OpenAir Customer Support will contact you to acknowledge your request and will proceed with the sandbox refresh.

OpenAir Customer Support will contact you again when the sandbox refresh is completed.

Warning:
Your refresh request cannot be canceled or otherwise modified in any way after it has been acknowledged and accepted.

You cannot access the target sandbox account while the refresh is under way.

The new sandbox completely replaces the previous sandbox. The new sandbox contains a copy of account data that is a snapshot taken from your chosen source account at the time of the sandbox refresh. All the data previously held in the target sandbox account is lost and cannot be recovered.

If you want to retain any changes made in your sandbox account before the refresh, save these changes outside of the sandbox account so that they are available to be added to the new sandbox after the refresh. Account administrators should formulate a strategy to save any changes made in the previous sandbox and add them to the new sandbox, and inform users of the processes to be used.

To request a sandbox refresh:

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