It was a Monday morning. That should have been my first clue… my first indication that something was going to happen. Something (or someone) was going to get to me. As everyone knows… Monday mornings are traditionally spent in some odd parallel dimension where nothing ever quite makes sense. I was sipping at my coffee… blissfully unaware of what was about to transpire.
I checked my ticket queue. Only 1 new ticket had been deposited under my name this morning. It was a file restore request from tape backup. Not bad… I can do that in just a few minutes.
I read the ticket. OMG… it was the perfect ticket. It stated…
Please restore the “January 2006 - Monthly Service Report.xls” file from the \\ SERVER01\Company\NCD\Reports\2006\ folder from the tape backup of February 21st. Feel free to overwrite the existing file. Please call Eve at x6255 when completed.
All the details were there. It was efficiently stated… perfect. I love tickets that spell it all out for you. It was almost as if an IT person had made the request. (If you’re in IT, then I’m sure you dig what I’m saying?)
Anyway… after having created this ticket-of-tickets, I felt that this customer DESERVED immediate attention. I jumped out to my backup server and started the restore within a couple minutes.
Now… I perform “full” backups of my file share servers every Saturday, and “differential” backups on a daily basis. For those of you know don’t know what this means… I backup EVERYTHING on Saturdays… and every other day I only backup the files that have changed since the last full backup… meaning… if you edit a file on Wednesday afternoon, then this edited file will get saved to tape on Wednesday, Thursday, and Friday… until the next full backup on Saturday. The file in question was last edited on February 17th (Friday). It was included in the full Feb 18th (Saturday) backup. It hadn’t changed from the 18th (Saturday) to the 21st (Tuesday). Therefore, to restore her file… I had to go back to the February 18th tapes.
I state this now, because it has relavence later.
Anyway… once the restore was completed, I called x6255 and informed Eve that her file restore had been completed. She thanked me for such expeditious service, and I thanked her for the clarity of her ticket request. Hanging up the phone, I marked her ticket as “resolved” and went back to sipping my coffee.
Two minutes passed… and then my phone rang. It was Eve.
Me: How can I help you, Eve?
Eve: This isn’t the file I need.
Me: That is the file you requested be restored.
Eve: Yes, but the date stamp says that it’s last modified date was February 17th.
Me: OK…
Eve: The file I need restored should have been last edited on February 20th. Can you re-do the restore from the backups of February 20th?
Now as I have previously stated… this same file doesn’t actually exist in the tape backups of February 19th - 21st… because it was backed up on February 18th… and hasn’t been edited since. I try to explain this to her…
Me: Eve, I can process your request, but the file is going to be the same.
Eve: What do you mean?
Me: The file hasn’t changed since February 17th… therefore, the file would have been backed up on Saturday.
Eve: What about between then and now?
Me: Well… since the file hasn’t changed, it would not have been re-saved to tape as it would not have been necessary.
Eve: So what you’re saying is that the file was not backed up?
Me (not thinking before I answer): Yes… basically.
Eve (quite upset now): We PAY YOU to backup our data! You’re supposed to keep our data stored on tape and current! I’m going to have to speak with your manager…
Jesus… well… it took about an hour or so to correct that slip of the tongue. After explaining to Eve… and to Eve’s manager… and to my manager… just exactly how our backups work. I got another call from Eve.
Me: Yes?
Eve: Now… when can I expect my restore to be completed?
Me: I already completed it.
Eve: No. You completed the restore from the February 21st backup. Now I need the file restored from the February 20th backups.
Not wanting to have to explain myself YET AGAIN… I told her I’d “get right on it”. I jumped out to the folder… and made another copy of the file. I appended ” - February 20th” to the end of the filename… and informed Eve that the restore had been completed.
She called YET AGAIN…
Eve: This still isn’t my file.
Me: Yes… I’m sure. Are you positive that the file was edited on Tuesday?
Eve: Yes… I… oh, wait… nevermind. I had saved it to my C: drive.
Sheesh.
My forehead still aches from all of the desk banging. It started out as such an easy, well-written ticket… and degraded into a stressful 3-hour event on educating a user on how the backups work… which should not have even been necessary to begin with. The users don’t need to know how the backups work. What’s important is that I know how they work.
So… what’s the morale of this story?
Watch what you say. It could come back to bite you in the a$$.