Database refresh

A database refresh will allow you to overwrite an existing database with a copy from another environment. Most commonly, a refresh is needed to copy or sync the latest production database to a non-production environment. It may also be needed when you need a brand new database from a staging server copied to a non-production or production environment while onboarding. A refresh is beneficial when testing new functionality and you need a current copy of the data. To request this service, you must provide the required information detailed below, and submit a case through Support Central. 

Required information

SaaS Operations will fulfill your request for a database refresh once we have the following information. You must include this information in your request.

  1. The source and destination locations – specify where the data is copied from, and where it's being copied to. For example, state that you need a database refresh from the production environment to the development environment. 
  2. Which components you need copied – some services have multiple databases. Be specific on which ones you actually need refreshed. For example, for Helix ITSM customers, we need to know which of these components need to be copied: ITSM, Smart IT, Smart Reporting, and Digital Workplace.


    Select customers approved by BMC will keep the BMC Helix Innovation Studio - Reporting User service up to April 2024. 

  3. Web Services – specify whether or not you need these restored after the refresh (if applicable).
  4. Custom integrations – if there are any details related to custom integrations that need to be restored from the destination environment after a refresh, you must specify what that is (if applicable).

 Database refresh process

The following steps outline the high level database refresh process:

  1. The BMC SaaS Operations team takes the database backups and application backup which includes configuration forms data
  2. The BMC SaaS Operations team stops your applications (i.e. AR System, Smart IT, BMC Helix Digital Workplace, BMC Helix Digital Workplace Catalog, etc.)
  3. The BMC SaaS Operations team restores your database backups from the source database to the destination database specified.
  4. The destination database is overwritten by the database backups from the source; and the source and destination databases will be aligned moving forward.
  5.  The BMC SaaS Operations team restores the application backup and run a few database scripts to update the source references such as URL, hostname, and port on out-of-the-box forms.

    Not included in database refresh

    CCS configurations, email configurations, licensing, operation ranking, and UDM configurations will be retained per the original settings of your environment and will not be refreshed. Applications under BMC Helix IT Operations Management, including BMC Helix Operations Management, BMC Helix Continuous Optimization, BMC Helix Discovery, and common services like BMC Helix Dashboards, cannot undergo a database refresh.  

  6.  The BMC SaaS Operations team restarts your applications.
  7. Finally, The BMC SaaS Operations team performs sanity testing.

Helix ITSM configurations

Specific to Helix ITSM and Digital Workplace customers, there are several configurations that are set by default when a database refresh request is fulfilled. Although BMC recommends the default state, you must specify in your change request if the default configuration is not sufficient for your business requirements. For example, the email service is disabled after a refresh. If you need it enabled, you must state this in your refresh request.


Default state after a refresh

(destination environment)

Email serviceDisabled

Email configurations


Email messages

None are synced with the new environment

Broadcast service (enabling or disabling of broadcast service for Smart Reporting)


Broadcast reports (retrieving Smart Reporting schedules from the source)

All are deleted


Custom filtersRe-applied if requested

ITSM transactional data

Remains as is

Digital Workplace Catalog transactional data

Remains as is


The source environment will remain as is.

A database refresh will require downtime on your destination environment for the duration of the change.

Environment refreshes can be performed only where the two environments are on the same version (application and database).

For Helix Digital Workplace customers:

  • if you purchased the Advanced service, a refresh will include both the Digital Workplace database and the Catalog database.
  • if you elect to not have transactional data refreshed, the next request ID will be set to 1.

For Helix ITSM customers, if you elect to not have transactional data refreshed, the next fulfillment record ID will be set to 1.

Your refresh is complete once you validate the solution on the destination environment.

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  1. Andreas Petraschke

    Please add more details about the whole refresh process.
    It is important to understand exactly what is happening.

    Aug 25, 2022 05:02
    1. Dhanya Menon

      Thank you for your feedback, Andreas. I will check with the SMEs and add more information about the refresh process.



      Sep 08, 2022 07:30
    1. Dhanya Menon

      Hello Andreas,

      The process is we back up the environment that you've requested to copy over and restore that backup onto the target environment.  For example, a Production to Dev database refresh will copy over the production data and overwrite the existing Dev database such that the Dev environment is an exact replica of Production for your development and testing needs. 

      It will depend on the type of database request you have submitted through the case based on the four requirements under the "Required information" section.  Was there anything specific you were hoping to understand?  If so, would you be able to provide an example?



      Sep 11, 2022 11:25
      1. Andreas Petraschke

        Thanks Dhanya
        We now know everything we wanted to know cause we asked the right person from BMC. Both of these things are not documented here.

        1. High level steps for DB Refresh:

        • Take required backups (DB & Configuration forms data)
        • Bring Down services
        • Restore DB’s from Source to Destination
        • Clear old references of source from destination and align as per destination
        • Bring up services
        • Sanity Testing

        2. Do you import data from the prior state of the target env back into the target env after importing the source env data?
        Answer: We restore configuration related forms back to target which was taken as backup before restore. (E.g. CCS configuration data, WS filters, Email Configurations)

        Sep 15, 2022 01:56
        1. Dhanya Menon

          Thank you for this information, Andreas. I have added the high-level process on this page.



          Jan 17, 2023 05:01
  2. Andreas Petraschke

    What exactly is meant by "Broadcast service" and "Broadcast reports"?

    Oct 25, 2022 05:41
    1. Andreas Petraschke

      Broadcast service = disabling/enabling of broadcast service for Smart Reporting

      Broadcast reports = whether to bring Smart Reporting schedules from the source

      Restore Web Service Filters Backup (missing from the table on this page for some reason) = change team takes a backup of the filters having webservice references from the target system and then imports them back once the DB refresh is finished

      Nov 21, 2022 03:28
      1. Dhanya Menon

        Thank you for your suggestion, Andreas. I have updated this page accordingly.



        Mar 30, 2023 03:04