Entity Set Sync allows you to transfer a structural portion of your system from one knowledgebase to another. It differs from External System Sync, which is used to keep and external systems up-to-date with the same records and data, such as integration with Salesforce, Google, or other third-party systems. Entity Set Sync is used to transfer the structure of a KB, such as tables, fields, rules, and actions. A common use of Entity Set Sync is to transfer changes from a development or testing KB to your production system.
The Entity Set Sync wizard is a single screen accessed from the admin Setup menu at Setup > Sync > New > Entity Set. When adding a table to the entity set, automatically includes portions of other tables which relate to the construction and function of the initial selection. The system includes the specific fields, saved searches, rules, actions and views that are needed to reproduce the functionality of the initial table. This means that selecting one table for the entity set may pull in tables with linked fields from many other parts of the system.
Using a separate development or testing KB allows for complex or experimental builds without affecting day-to-day use of the system, or unintentionally changing connected but unrelated system behavior. Working with multiple environments might look like this:
|Entity Set||A set of objects, such as tables, rules, color schemes, fields and teams, that is packaged together into a file for transfer to another KB.|
|Source KB||Sync donor knowledgebase; it contains the entity set including tables, field or other structure which you wish to transfer.|
Sync recipient knowledgebase; it contains the entity set after the sync is completed.
|Direct Sync||Syncing between KBs on the same server.|
|Indirect Sync||Syncing between KBs using an exported carrier file. This can be done between KBs on the same server or on different servers, but is primarily used when KBs are on different servers.|
|Carrier KB file||The knowledgebase carrier file created from the Source KB for import into the Target KB during an indirect sync. Carrier KB files are in XML format, with a file extension of |
When transferring changes from a development to a production environment, the Source KB is the development KB, and the Target KB is the production KB.
Sync is either direct or indirect. Direct sync is preferred, but to use it, the source KB and target KB must be on the same server. If the KBs are on different servers, they can still sync, but only through the indirect sync method that uses an intermediary carrier file to transfer the entity set. In indirect sync, the carrier file is exported from the source KB and then imported to the target KB.
Carrier KBs are occasionally used to enable special features. If you have a carrier KB file to set up a special feature, skip to the Sync the Entity Set section to import it.
If the source KB and target KB for the entity set transfer reside on the same server, you can perform a direct sync. You can export an entity set directly from one KB to another by providing login credentials for the target KB in the Sync wizard. This is the simplest way to perform sync and only requires admin level login credentials for both KBs.
See Direct Sync for detailed instructions.
If the source KB and target KB are on different servers, you must perform an indirect sync, also known as "sync via carrier file." Note that Carrier KB files can only be imported into other knowledgebases running the same release version or higher. A carrier KB created on a higher release will not import successfully into an older KB.
In an indirect sync, the entity set is created in the source KB and exported to an XML file, known as the carrier KB file. Download the file and transfer it to the target server. Then, the carrier file is imported into the target KB on the other server.
See Indirect Sync for detailed instructions.
Direct and indirect sync both require an entity set. Start by creating an entity set that contains everything you need to sync.
If applicable, select the Transfer Only Explicit Entities checkbox. See Explicit and Implicit Entities.
|If this option is selected, leave the Update Implicit Linked Fields option selected to prevent broken relationships after sync. This option is used only for advanced troubleshooting.|
When an entity is added to the set, it is said to be added explicitly. Explicit entities are always sent to the target KB. If an explicit entity doesn't exist in the target KB, sync creates it; if an explicit entity does exist in the target KB, sync updates it to match the entity in the source KB. Selecting an entity explicitly tells the system to make sure the target KB has an entity configured the same way.
However, many entities have relationships to other entities in the system, and they do not work as expected without those other entities. For this reason, when an entity is added explicitly, the system identifies other entities that are necessary for the table to work as expected, and adds these other entities to the set as Implicit. Implicit entities are sent only if they do not exist at all in the target KB; if sync notices that an implicit entity already exists in the target KB, the entity will not be updated.
|Entity Not Found in Target KB||Entity Found in Target KB|
|Explicit Selection||Entity is created in target KB||Entity is updated in target KB|
|Implicit Selection||Entity is created in target KB||No change in target KB|
You can choose to send only the explicit entities in your set. This is useful to minimize the size and duration of the sync, but for large changes, it can be difficult to make sure all the necessary entities are sent. If you do choose to send only explicit entities, carefully review any implicit entities that were added to the set and evaluate whether they need to be made explicit and sent as well.
Sync takes more time to complete when the set includes more entities, but you might encounter more sync difficulties when essential entities are not included. When you prepare an entity set, you must carefully consider what you need to send and what you can exclude.
There are three options for adding tables to an entity set:
|To send a small change with minimal build, add the empty table first and then use Customize to select the relevant table items.|
When an entity is added to the set, the system automatically adds implicit entities that are necessary to reproduce the table structure and functionality. You can review and, if necessary, override these implicit entities by clicking Remove next to an item, or Customize next to a table to add or remove fields, searches, the table layout, and so on.
Be cautious when removing items that were added by the system. It is usually best to keep all items which are automatically added to an entity set. Removing these items may cause an incorrect sync transfer. The system warns the user of any dependencies broken by removing an item. For example:
You can use this warning or the Entity Set Dependency Report to investigate why the unwanted item was originally added, and then potentially remove the causal relationship. To successfully remove an entity from the set and prevent the system from adding it back, you must identify how your selected set relies on the unwanted entity and make changes to resolve that relationship. For example, you might need to remove an action you don't want to send from a rule you do want to send, to prevent the system from sending both.
If you do remove an implicit entity added by the system, but you do not remove the relationship that caused it to be added, it might be added back automatically when you save the set. See Automatic Refresh of Entity Set Dependencies.
Entity sets are automatically updated by the system in certain situations. These might override changes that were made when customizing an entity set. For example, an entity could be removed then automatically added back later to make sure the table is functional after a sync.
Dependent items are automatically added to an entity set.
If a linked field is added to an entity set, the system transfers the associated saved search and action, which are part of the linked field settings.
If an empty table is added to an entity set, the system may add additional tables. Even without custom fields, some tables have a relationship to other tables such as Email, Email Marketing, Team, and People, which the system identifies and adds to the set.
Changes to items included in an entity set are refreshed the next time an entity set is opened for edit.
An entity set includes a linked field based on a saved search. The saved search is later modified or replaced. When the entity set is reopened, the new or modified saved search is included in the set.
This feature is designed to make working with sync easy: just add the key components needed, and the system identifies and includes related and dependent entities.
This feature is used to examine why additional entities have been added automatically or implicitly to an entity set. Once you understand which relationship is causing the system to add the entities, you can determine whether to keep the entity or change or remove the relationship.
To run a dependency report:
Reports are divided into five tabs:
The report shows the logical chain between items added to the entity set by users and those that the system adds implicitly due to dependencies. For example:
Sync is a complicated process that can produce unexpected conflicts and challenges. It is critical to a successful sync to prepare both the target and source KBs for the process, and to do as much as you can to anticipate issues that may come up. This section details all the steps you should take to prepare for sync.
Use Verify KB to check the overall integrity of both the target KB and the source KB before performing sync. The system reviews linked field schema, actions, tables, and teams, and generates an on-screen report of any issues.
From the admin console, you can also perform Linked Field and Schema Repair, which identifies inconsistencies and broken linked fields that may lead to a sync failure. Hosted customers may contact Support to perform LF and Schema repair.
Make sure to perform these steps for both the target KB and the source KB.
Sync has a higher risk of failure with large KBs and entity sets where tables in the target KB contain a lot of records and massive propagation on linked field columns. In this situation, it can be useful to disable linked field auto-propagation during the sync. This can save time and prevent sync failures. If you do disable this feature, make sure to run linked field repairs after sync.
To do this, open the Using the Setup Assistant and navigate to the Application Server section. Enter the following text into the Jboss options field:
After adding the property, click Apply changes, and after restarting, sync does not automatically propagate linked fields.
Note that this property will survive server upgrades. If you wish to disable the property after sync, just add the following property into the same Jboss options field:
The best way to see what to expect from a sync is to create a copy of the target KB and sync to the copy. This offers you a complete picture of what to expect.
Create a copy of the target KB. Note that if the target KB is on a different server, it can be useful to perform these steps twice: once with a copy KB on the same server as the source KB, and once with a copy KB on the same server as the target KB. The more thorough your tests can be, the more likely you are to efficiently resolve any issues in the final sync.
|Perform all preparation steps in this section on the copy KB if possible.|
Many test syncs may be needed before everything is ready for the final sync. Thorough preparation is essential to making sure the target KB is in good condition after the final sync.
Treat a sync, especially a large sync, like a server upgrade. Secure a generous time window outside business hours, so you have time to complete the sync, resolve conflicts, and run basic checks. Make sure to back up the target KB shortly before the final sync.
If possible, it is helpful to:
Once the entity set has been created, all relevant entities have been added, and all necessary preparations have been made, begin the direct or indirect sync.
Direct sync is used between KBs on the same server. To perform direct sync, either export from the source KB or import from the target KB.
You do not need to complete both sets of steps below. There is no functional difference between the two. You can perform direct sync from either KB. Choose one set of steps to follow.
To run a direct sync from the source KB:
Click Export Now to begin exporting changes. It may take several minutes to transfer changes depending on the size and number of entities in the set. You may not log out of the KB while sync is working.
The drop-down list shows all knowledgebases on the same server. Select the name of the source KB containing the entity set. It may take some time to load the drop-down list.
|If the Security: Show KB Names variable is set to No, this list is hidden and the KB name needs to be added manually.|
Click Import to begin the sync process. It may take several minutes to transfer changes depending on the size and number of entities in the set.
Indirect sync is used between KBs on different servers. Given a choice, direct sync is preferred. Indirect sync is more complex because it involves creating, transferring, and importing a separate carrier KB file.
If the source KB and target KB are on different servers, a carrier KB file is used to transfer the entity set. Follow these instructions to create a carrier KB file using the sync export wizard.
You need the carrier KB file available on your machine in order to complete an indirect sync.
For example, the following file contains the entities for the 2017 default Look and Feel:
After the file has been imported, Setup → Look and Feel → Manage Power Schemes will show an L&F named "2017 Calibri Default"
Check the status of the sync process from the Sync Status page. Go to Setup > Sync and click Sync Status to see all active sync processes. When a process is complete, it disappears from the list.
If this is a test or final sync, use the plan to resolve any issues or conflicts from the sync. When all issues have been resolved, check the affected tables and workflows to make sure they work as expected. If any of the suggested precautions were taken before the final sync, reverse them when it is complete:
Once sync is complete, all users in the Admin Team will receive an email with the results of the entity set. The email subject is: Sync result for KB <KB LABEL>. The email body is similar to the following message, including a detailed report of all the structures transferred in the sync:
Status -> COMPLETE
In case of sync failure, see Troubleshooting with Error Logs.
The Compare feature generates a report of differences between two selected KBs based on a selected entity set. Compare is only available for two KBs hosted on the same server. The Compare feature is available from both the power user interface and the admin console.
Users typically compare KBs in the following cases:
xlsformat listing the differences and sorting by item type.
If you disabled linked field auto-propagation before performing sync, use the LF Propagation Check utility to repair any linked field issues caused by the sync.
If you disabled linked field auto-propagation, you might also need to enable it before the next sync. For details, see here.
The following sections describe the known limitations of sync.
In general, sync does not support deleting objects in a target KB.
An object is included in an entity set and synced to a target KB. The item is later deleted in the source KB and entity set. When you run sync again, the object will not be deleted in the target KB. Instead, its status will be marked 'Free' in the transfer report. Thus, 'Free' items are objects not found in the source KB due to deletion.
Transfer of groups and permissions during sync is minimized to save time and resources during sync. Group permissions are transferred only if one of these are true:
Even when group permissions are transferred, only a direct sync of explicitly listed groups syncs all the permissions in the group. Indirect sync only transfers permissions for entities that are included in the entity set. For example, let's say group A in the source KB has access to tables B, C, and D, and group A is added explicitly to your entity set. Table B is also added explicitly, and table C is added implicitly, but table D is not included at all. If a direct sync is performed with this entity set, group A is synced to the target KB with access to tables B, C, and D, even though table D is not included in the set. However, an indirect sync is performed with this entity set, group A is synced to the target KB with access to tables B and C, but the permission to access table D is not synced. This applies to permissions at all levels.
Groups can automatically be added to an entity set depending on the table and field dependencies. If the number of user groups is large, we recommend performing an entity set sync with all components (tables, fields, related items) except groups. Permissions can be transferred afterwards in a separate direct sync action.
If an entity set contains some (or all) groups selected for sync, all permissions for previously synchronized tables are correctly transferred for each group.
Sync does not support renaming layout tabs because layout tabs have no UUIDs (universally unique identifiers). If a tab is renamed in the source KB and then synced, the corresponding table in the target KB has two tabs: an empty tab with the previous name, and a tab with the new name holding the corresponding fields.
Entity set sync does not support record transfer, except in special cases:
To sync records between KBs, use a scheduled Import/Export action.
Use these sections to understand how sync resolves conflicts, and how to troubleshoot sync using the error log.
UUIDs are used to identify groups, teams, saved searches and other items within . During sync, the UUID helps identify and match objects in the source and target KBs.
If the system is unable to identify a match based on UUID, the object's name is used to resolve a conflict. This typically occurs because the KBs are very different, or came from different sources.
This examples shows a simple case of UUID conflict involving a saved search. Imagine two knowledgebases named "Alpha" and "Beta".
In Alpha, there is a saved search called "Restrict Test" with a filter defined as follows:
In Beta, there is a manually created saved search with the same name using a different filter:
Although these searches have the same name, they have different UUIDs and are different searches. How does sync behave in this case?
When a user syncs the "Restrict Test" saved search from Alpha to Beta, the system compares UUIDs and determines that they are not a pair. In Beta - the target KB - the saved search is renamed "Restrict Test (1)" and the "Restrict Test" saved search from Alpha is transferred as "Restrict Test".
Any settings in the target KB which previously used "Restrict Test' are correctly updated to use the "Restrict Test (1)" filter. In other words, the changed label is propagated throughout the system, and both saved searches are available in the target KB.
Field conflicts are resolved in a similar manner. If a source and a target KB have two fields with the same name but of different data types, the field in the target KB is renamed with a numeric suffix; for example the field
my_address is renamed to
my_address0. The source KB field is transferred with its original name. Dependencies are transferred correctly: all rules, searches, fields and so on which referenced or depended on the renamed target KB's field correctly refer to the renamed field, in this case
Conflicts based on mismatched field types can be detected using the Compare feature. They are reported as follows:
Conflict because field with Logical Field Name my_address has type "Text" in Alpha and type "URL" in Beta.
Most errors can be prevented by following all the recommended Sync Preparation steps.
If the Entity Set Sync fails, it presents an error message showing the sync stage (import, export, creating entity set, and so on) where the error occurred. If it stopped due to a particular entity, the error provides the entity name, the object type, and the operation name.
Error importing: (WIN-T67T10LP8GM_1536340605178) com.supportwizard.utils.ejb.SWEJBException: Unexpected Error; nested exception is: java.lang.AssertionError The entity on which the error occurred: Object type: Subtype Name: company Operation: CREATE
However, the error messages might be inadequate to troubleshoot the real cause of the error. This could be because:
In these cases, the administrator should investigate the server logs for a better idea of the cause of failure.
The sync process is split into smaller components - Sync Updaters - each of which updates a particular object; for example tables and fields, saved searches, and so on. The update might be prevented by an unsatisfied dependency, in which case the updater updates what it can, and returns the corresponding status - "In Progress", or "Stalled" if nothing could be updated.
If there are updates by other updaters, the updater is invoked again because other updaters might have created or updated the necessary dependencies. The process is repeated until either:
The entity set sync logs, primarily sync.log, is found at
In some cases sync issues can be found by other activities, so it could be helpful to use the server.log files at
Sync is sensitive to concurrent database level operations. Please avoid running a KB import/export/deletion or concurrent syncs on the same server while attempting to import an entity set.
To search through the log history, use the date/timestamped files (
These Unix log commands can also be useful for troubleshooting:
grep -e "text_to_search" sync.log*- returns all sync.log.* files that contain the text_to_search.
vi sync.log- opens the sync.log file for viewing.
tail -nXX sync.log- displays the last XX lines of the file.
Find the log entry with the error message shown in the sync result message - by text searches or timestamp - and check the log entries just above that message. There is often helpful information here, including:
Information relating to what the sync was trying to do at the moment of failure:
DEBUG [ard.modularity.UpdatePlan] Performing iteration 0, plan size is 19 2017-07-29 16:48:12,699 INFO [.modularity.ExportProcess] Running <span class="SIBoldMark">Rules updater</span> (step 6 out of 19) 2017-07-29 16:48:12,702 DEBUG [ers.EntityPairUpdaterBase] Analyzing EntityPairUpdaterBase::com.supportwizard.modularity.updaters.RulesUpdater for source Demo(2) and target Carrier KB(3)
If this information is still not enough, try to review the logs further.
If the server log entries have information about an entity, check the sync log entries for occurrences of errors by the UUID or name of the entity. It is possible that some other error occurred earlier which is the real cause of the issue. For more information, see UUID Recognition and Sync Conflicts.
Server logs contain entries with different levels of priority (debug, info, warn, or errors). In most cases, you should look at the log entries with WARN/ERROR priority levels.
If further technical assistance, is needed, contact the support team by submitting a ticket with the attached sync.log and server.log files: Get Support.