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How To UPDATE Autodesk ARCH Failure Tickets

This document provides steps to resolve missed Autodesk ARCH backup tickets: 1) Assign the ticket to yourself and change the status to responded. 2) Determine the root cause by checking logs for previous backups and whether any ran long. 3) Add work notes explaining it's a tape backup issue not requiring customer contact. 4) Verify subsequent backups are completing normally. 5) Note the failure was due to a long incremental backup. 6) Add a root cause note that the customer's backup process allows overlaps causing missed backups. 7) Add a note that no further action is needed and close the ticket.

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71 views3 pages

How To UPDATE Autodesk ARCH Failure Tickets

This document provides steps to resolve missed Autodesk ARCH backup tickets: 1) Assign the ticket to yourself and change the status to responded. 2) Determine the root cause by checking logs for previous backups and whether any ran long. 3) Add work notes explaining it's a tape backup issue not requiring customer contact. 4) Verify subsequent backups are completing normally. 5) Note the failure was due to a long incremental backup. 6) Add a root cause note that the customer's backup process allows overlaps causing missed backups. 7) Add a note that no further action is needed and close the ticket.

Uploaded by

subhrajitm47
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
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Document Created By :- Santosh Nagarkar - Sungard- Pune.

This document will illustrate on How to update Autodesk ARCH Missed backup tickets. Step-1 ---- Assign ticket to yourself and put it in responded status.

Step-2 ---- Check why the Arch backup failed... Was any previous INCR0 or any backup ran long time which cause the subsequent backup to Missed. ------------------------------ IF yes then follow below -------------------------------------------------- If not then do more digging to find Root Cause. ------------------

a)- Check event log entry for the specific day failure and the previous day. Suppose any ARCH backup failed for 26th Feb at 00:15 Hrs. Then search for the last completed schedule status. What time that schedule completed and when the next schedule is schedule which might have failed. Example:tsm> q eve * * begind=03/25/2011 endd=03/26/2011 n=HCLC.NJCSPRDBSHAOR.SBLARCP.ORA f=d

Policy Domain Name: CST01.HCLC Schedule Name: NJCSPRDBSHAOR_INCR0-SBLARCP Node Name: HCLC.NJCSPRDBSHAOR.SBLARCP.ORA Scheduled Start: 03/25/2011 20:00:00 Actual Start: 03/25/2011 20:01:07 Completed: 03/26/2011 07:18:10 Status: Completed Result: 0 Reason: All operations completed successfully.

Policy Domain Name: CST01.HCLC Schedule Name: NJCSPRDBSHAOR_ARCH-SBLARCP Node Name: HCLC.NJCSPRDBSHAOR.SBLARCP.ORA

Scheduled Start: 03/25/2011 20:15:00 Actual Start: Completed: 03/25/2011 21:15:00 Status: Missed Result: Reason:

Illustration:- In the above example the ARCH backup ran at 21:15 Hrs on 25th Feb but on the
same day at 20:00 Hrs a INCR0 backup was running which completed on 26th Feb at 07:18 Hrs... which has resulted all the ARCH backup schedule between these backup window to MISSED and the backup which was schedule after 07:18 got completed as below.
Policy Domain Name: CST01.HCLC Schedule Name: NJCSPRDBSHAOR_ARCH-SBLARCP Node Name: HCLC.NJCSPRDBSHAOR.SBLARCP.ORA Scheduled Start: 03/26/2011 08:15:00 Actual Start: 03/26/2011 08:15:16 Completed: 03/26/2011 08:16:52 Status: Completed Result: 0 Reason: All operations completed successfully.

b)- Search Activity Log with Schedule name for the specific day failure. You will get the same result from activity log also.

Step-3 ---- Edit ---> Add work log entry as "Outbound Customer Communication" with the content as "This is a tape/backup issue that requires no customer interaction." --> Save.

Step-4 ---- Make sure that the current ARCH backup schedules are completing as normal. NTF.

Step-5 ---- Again Add work log entry as "General Note or Triage/Troubleshooting" "Subsequent iterations of this schedule are completing successfully. At the time of this failure an incremental level 0 was in process".

Step-6 ---- Again Add work log entry as "Root Cause" with contents as "The customer has a process that at times have multiple backups trying to run at the same time, which is not supported. They do not wish to change the process so these failures will occur frequently". Step-7 ---- Again add work log entry as "General Note" with contents as "No further action is required."

Step-8 ---- Put this ticket in "Service Restored/Successful ---- > Resolved/Successful ---> Closed/Successful.

======================= HAVE A NICE TROUBLESHOOTING ==========================

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