How it works · Flow F13
Upgrade apps without losing your customisations
When a new Pack version ships, One3 analyses compatibility, runs a 3-way merge with your changes, tests on a synthetic sandbox and applies only after your admin approves.
What the Pack upgrade flow does
Customisations that break upgrades are one of enterprise software's most expensive long-term problems. One3 plans to solve it with Packs and a 3-way merge.
When a new version of a Pack is published, One3 analyses compatibility with the tenant's version. It runs a 3-way merge of base, new version and tenant changes. Conflicts are listed with AI-suggested resolutions. The merged result is applied on a synthetic sandbox, where the Pack's tests and the tenant's golden tasks run. The tenant admin approves. The upgrade is applied with a migration and a rollback point, then verified.
Only customisations inside the Tenant Customisation Boundary — "Allowed" and "Sandboxed" — are covered by the upgrade guarantee.
Every step on this page is an Action: a typed verb with a risk tier (R0 read-only to R4 irreversible or financial), a permission check and a reversibility class. Agents and humans call the same Actions, so the same approval rules apply whether a person clicks a button or a Digital Employee acts.
Pack upgrade, step by step
Nine steps from published version to verified upgrade.
- 1
1. New Pack version published
**One3 Ecosystem · Marketplace · first-party Packs.** A versioned Pack is released.
- 2
2. Compatibility analysis
**Platform.** Checks the tenant's version, custom fields, views and automations.
- 3
3. 3-way merge
**Platform.** Base Pack → new Pack → tenant customisations.
- 4
4. Conflict list with suggestions
**Platform · Copilot.** Each conflict has an AI-suggested resolution for a human.
- 5
5. Apply on a synthetic sandbox
**Platform · Synthetic tenant sandbox.** No production data is touched.
- 6
6. Run Pack tests and golden tasks
**Platform · Evaluation.** Pack tests and tenant golden tasks must pass.
- 7
7. Tenant admin approves
**Human gate.** The admin reviews results and approves.
- 8
8. Apply with migration and rollback point
**Platform.** Zero-downtime migration with a rollback point.
- 9
9. Post-upgrade verification
**Platform.** Automations, views and agents are checked after the upgrade.
Tenant Customisation Boundary (summary)
| Category | Allowed | Sandboxed | Forbidden |
|---|---|---|---|
| Data model | Custom fields, picklists, custom objects | Relations to first-party objects; custom state machines | Direct DB access |
| Logic | Automations built from Actions; formulas | Custom Action handlers in a sandboxed runtime | Bypassing the Action Bus |
| Policy | Roles, approval rules, DoA within platform limits | Custom policy rules (validated) | Disabling audit, risk tiers, disclosure or consent |
| AI | Eval-gated prompts and skills; knowledge scopes | Custom evals; tenant adapters | Unversioned prompt edits in production |
Apps involved
Each step runs as a typed, permissioned Action inside one of these apps. Nothing happens outside the Action contract.
Questions about this flow
Will an upgrade overwrite my changes?
No. A 3-way merge keeps your customisations and lists any conflicts for you to resolve.
Can I test before upgrading?
Yes. Every upgrade runs on a synthetic sandbox with Pack tests and your golden tasks first.
Can I roll back?
Yes. The upgrade is applied with a rollback point.
Which customisations are covered?
Those in the Allowed and Sandboxed categories of the Tenant Customisation Boundary.
Who approves the upgrade?
Your tenant admin.
Ask about Packs
If upgrades have broken your customisations before, we would like to hear how.
Apps involved
Where this happens in One3
More in How it works
- Tenant onboarding
- Lead to cash
- Campaign loop
- Issue to resolution
- Hire to retire
- Procure to pay
- Order to delivery
- Record to report
- Idea to release
- Goal to outcome
- Agent lifecycle
- Model improvement
- DPDP data-principal requests
- AI incident
- Rent a Digital Employee
- Switch to One3 in a weekend
- Monthly Agent Investment Statement
- Goal to verified statement