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Preparing for an Instance Refresh or Migration to a new Salesforce Org


You are a customer of Internet Creations' AppExchange Apps and are preparing to go through an Instance Refresh (automatic maintenance controlled by Salesforce) or are switching to a completely new Salesforce Org as a result of a merger, acquisition, or other business reason.


Instance Refresh

Generally, no action is required for customers to take when going through an Instance Refresh (previously known as an Instance Split) to ensure Internet Creations' AppExchange Apps' seamless operation. However, there are a few exceptions that we've enumerated in this article.
Email to Case Premium
Per Salesforce, Email to anything (Case, Apex, Salesforce, etc.) messages are queued and processed once the maintenance is complete. Salesforce's messaging servers have a hard limit of holding inbound emails for 24 hours: any inbound emails queued for more than 24 hours will bounce. We recommended establishing an alternate means to capture inbound email messages during the maintenance window.
  • Email Service routing address(es) associated with your previous instance will continue to function on your new instance, even with the address containing the instance number of your previous Salesforce instance. Note: The only exception that would affect the pre-existing routing addresses are Salesforce Service Disruptions on the previous instance. To prevent issues on your previous Salesforce instance from interfering with operations on your new instance, we recommend that you generate new Email Service address(es) shortly after the Instance Refresh. After generating the new address(es), you will need to contact your IT department to adjust your email forwarding, pointing inbound emails to the new routing address.
  • If you have created a custom case thread ID field outside of the Email to Case Premium package, it is recommended that you update your email templates to use the packaged field (API Name: E2CP_Case_Thread_Id__c).
  • If you have created New Comment Actions, ensure they use relative (not absolute) paths. For details, please see the following Salesforce Knowledge Article.
All Apps
If you have created custom buttons (beyond those included in the package), ensure they use relative (not absolute) paths. For details, please see the following Salesforce Knowledge Article.

Moving to a new Salesforce Org
For customers migrating to a new Salesforce Org (with a new Org ID), each of Internet Creations AppExchange Apps installed in the old Salesforce Org will need to be reinstalled fresh in your new Salesforce Org.

Each time an application is initially installed into a Salesforce Org, the Org will be provided with a 14-day free trial and 200 licenses to use. For assistance with adjusting the licensing information in your new Org (such as User Count & Expiration Date) to match your original purchase, please reach out to your Internet Creations Account Executive or open a case with us by sending an email to

To migrate your messages to a new Salesforce instance, you can import the messages to the standard CaseComment object. Doing this will ensure that messages display in the Email to Case Premium Timeline if you are using that feature.

If you require further assistance preparing for an Instance Refresh or Org Migration, please contact your Salesforce administrator, Salesforce implementation partner, or your Internet Creations Account Executive to inquire about professional services.


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