Instance Backup & Restore

Instance Backup & Restore allows you to export requests and admin configurations from one instance to another. Always restore data to a new instance to maintain data integrity.

Role Required: SDAdmin

Quick Links

Supported Entities

The following entities are exported during instance backup & restore:

Category

Entities

Exceptions

General Configurations

Domain, Organization, Region, Site, Department, Support Group (with role associations), Group Roles, User Group, Holidays, Operational Hours, Leave Types, Users, Technicians, Roles

-

Admin Configurations

Status, Category, Subcategory, Item, Level, Mode, Impact, Urgency, Priority, Request Type, Task Type, Work Log Type, Announcement Type, Request Closure Code, Additional Fields (Request/Task/Work Log), Templates (Incident/Task/Reply/Work Log/Resolution), Service Category, Service Catalog

Additional fields with reference entities, approval configurations, and Field and Form Rules are not included

Request-Related Configurations

Requests, Notes, Conversations, Resolutions, Work Logs, Tags, Tasks, Task Work Logs, Task Comments and Replies, Task Tags, Attachments, Inline Images

Archived requests are not included

 

 Instance Backup

Recommended: Perform backup during non-operational hours.

To backup an instance,

  1. Go to Admin > General Settings > Instance Backup & Restore.
  2. On the Backup tab, click Start Backup.
  3. After completion, the backup file will be generated in .ezip format, along with its creation date, status, and password.

 

Mail-fetching is temporarily disabled during the backup process.
The backup file is secured by using the application backup scheduling password.

   

 

Instance Restore

Restore the instance from the .ezip backup file.

The restore operation can be executed only once per instance.
Enable appropriate attachment settings to avoid failures during restore.

To restore an instance,

  1. On the target instance, go to Admin > General Settings > Instance Backup & Restore.
  2. Click the Restore tab.
  3. Enter the Restore File Name (example: instance_backupfile.ezip) and the password used to secure the backup file. You can find these details in the Backup tab
  4. Click Restore.

 

 

After restoration, only the summary page will be displayed under the Restore tab, showing:

 

 

Handling of Roles and Support Groups

During restore, Support Groups and Roles are renamed in the target instance to avoid conflicts.

Entity

Behavior

Format

Example

Roles

The role name is modified.

<RoleName>_<HelpdeskName>

Technician to Technician_TravelHelpdesk

Support Groups

The support group email ID is modified

<HelpdeskName>_<GroupEmailID>

support@traveldesk.com to TravelHelpdesk_support@traveldesk.com

 

Site-Based Backup and Restore

You can back up and restore requests based on sites by modifying the instanceBackupRestore.json file.

Add the following search criteria under the extraListInfoForFetchingEntity key for the request entity, and replace <sitename> with the required site name.

This ensures that only requests associated with the specified site are included in the backup and restore process.

 

Search Criteria for Site-Based Backup and Restore

"search_criteria": [
    {
        "condition": "contains",
        "field": "site.name",
        "logical_operator": "AND",
        "value": "Berlin"
    }
]

    

Reference Entry in instanceBackupRestore.json

"request": {
    "extraListInfoForFetchingEntity": [
        {
            "filter_by": {
                "name": "All_Requests"
            },
            "search_criteria": [
                {
                    "condition": "contains",
                    "field": "site.name",
                    "logical_operator": "AND",
                    "value": "<sitename>"
                }
            ]
        },
        {
            "filter_by": {
                "name": "TRASH"
            },
            "search_criteria": [
                {
                    "condition": "contains",
                    "field": "site.name",
                    "logical_operator": "AND",
                    "value": "<sitename>"
                }
            ]
        }
    ]
}