The reason I write in this forums is because for most tickets I created this year, I was asked to
- Wipe the backup repository
- Create a new backup chain
- Clone the job
- Do troubleshooting steps that I already did.
- I can't just wipe a backup repository, because this creates a risk in the company. We don't have three backup locations so we can randomly wipe one of them. We have them to minimise risk. If we wipe one, then the risk goes up.
- I can't just create a new backup chain. That would essentially double the storage consumption. It also doubles cost. Especially, when an S3 object storage with a 90 day immutability is involved.
- I can't clone the job because it creates new backup chains. Also, please fix the jobs we have.
- Please start reading the email history, before you recommend something, that your colleague already recommended to me yesterday. This wastes precious time in which we can do constructive troubleshooting with new results.
My second expectation is that a support technician does not suggest troubleshooting steps, that we already did. Just in the current ticket I'm working I've been asked to delete the ArchiveIndex folder and rescan the SOBR. Due to the sheer size of the S3 bucket, this step took 3-4 hours (including rescan/reindex time and log collection and uploading). This means, that for any day, this will be the only troubleshooting that we'll do. When this didn't solve the problem, the same engineer sent me a KB that instructed me to do the same thing, but had just a single more step in the whole process. So why did he not send me this KB immediately? An entire day wasted. Friday and Monday, no response. Today a colleague took over, and he asked me to do the same thing again. But he didn't send me the KB, but instead wrote me what to do in three sentenced, and missed out on several steps that the KB deemed necessary. If he would have looked at the ticket history, he would have seen that we already did that twice. And he already has the logs that I sent after completeing both steps. Time wasted again.