Hello,

 We recently upgraded to version 10 Build 100006 in both our test and production environments. The production environment is functioning correctly.

 After the product environment upgrade was complete, we backed up and restored the PRODUCTION database to our TEST environment. We than run the database change tool and pointed it to the new database.

On the surface, all appears to be working well. However, when we are trying to use the API to send requests to the Service Desk on TEST only (PRODUCTION is fine), we are receiving the error “SQLException – the key ‘ZOHO_SYMM_KEY’ is not open. Please open the key before using it.”.

Is this a result of the backup and restore procedure and the symmetric ZOHO_SYMM_KEY on the database as per this article - https://help.servicedeskplus.com/ear-faqs.html.

Is there a way to safely backup and restore from our production to test environments?