http://www.sysaid.com/Sysforums/posts/list/112.page JForum - http://www.jforum.net
yesterday we have had a power outage in our datacenter which caused an outage in the sysaid system, since this is considered non-critical. After everything was up and running I was happy to see that all requests were still where they belong. However my happiness quickly turned into disbelieve since all my routing and escalation rules were gone. This has obvious consequenses of requests not being routed to the correct groups, actually not being routed at all....
All servicerequests, companies, users and groups are still as they were before but the LDAP integration rules have been reset to default too.

So now I have two questions:
1. Can anyone tell me what has happened?
2. Is there a way to backup the routing and escalation rules, perhaps directly from the tables in our MySQL database so next time I do not have to put in all the rules manually again?

Thanks!]]> http://www.sysaid.com/Sysforums/posts/preList/7169/30214.page http://www.sysaid.com/Sysforums/posts/preList/7169/30214.page GMT
Thank you for this post.

We are not sure what exactly happen during the power failure but we can suggest is to reproduce your account conf.

To reproduce your AccountConf, please navigate to ...\SysAidServer\root\WEB-INF\logs\, those files will be arranged by dates, and you will need to choose a date prior to the lose of information.
After that, please open the command prompt and navigate to ..\SysAidServer\util folder.
Than, run the following command :
Reproduceaccountconf.exe accountConf-2008-12-01-02-26-48-857.xml "Acme"

Replace "Acme" with your "Account ID" and replace "File name" with the required XML file under ...\SysAidServer\root\WEB-INF\logs\

Note : Before doing so, please stop the SysAid server service.

Please update us if that have fixed the issue.

Best Regards

Ido Shomer
SysAid CSS]]> http://www.sysaid.com/Sysforums/posts/preList/7169/30224.page http://www.sysaid.com/Sysforums/posts/preList/7169/30224.page GMT
thanks for your quick response. Since it is now during the day here in Germany I cannot yet perform your suggestion but I will have a go this weekend and let you know the result.

Kind regards.]]> http://www.sysaid.com/Sysforums/posts/preList/7169/30244.page http://www.sysaid.com/Sysforums/posts/preList/7169/30244.page GMT I have found my fault. I had forgotten to add ".xml" at the end of the configfile name in the syntax. Did this and it has worked perfectly on the testenvironment.

Thanks again!
-----------please ignore post below-------------


Hello again,

I just tried to perform it on our test environment, which is an exact clone of our live environment. I stopped the sysaid service and performed the actions as you described but I receieve an error:

D:\SysAidServer\util>reproduceaccountconf.exe accountConf-hostventura-2011-08-05
-11-27-58-697 "hostventura"
log4j:WARN No appenders could be found for logger (com.ilient).
log4j:WARN Please initialize the log4j system properly.
Error on defining operating time appender appender logger.java.io.FileNotFoundEx
ception: ..\root\WEB-INF\logs\OperatingHours.log (Access is denied)
Error on defining operating time appender appender logger.java.io.FileNotFoundEx
ception: ..\root\WEB-INF\logs\DBImpl.log (Access is denied)
.... Loading account hostventura
.... Looking for backup file configuration at: ..\root\WEB-INF\logs\accountConf-
hostventura-2011-08-05-11-27-58-697
.... Read file using charset: utf-8
java.io.FileNotFoundException: ..\root\WEB-INF\logs\accountConf-hostventura-2011
-08-05-11-27-58-697 (The system cannot find the file specified)
at java.io.FileInputStream.open(Native Method)
at java.io.FileInputStream.<init>(FileInputStream.java:106)
at com.ilient.server.Account.save(Unknown Source)
at com.ilient.util.ReproduceAccountConf.main(Unknown Source)
java.lang.Exception
at com.ilient.server.Account.save(Unknown Source)
at com.ilient.util.ReproduceAccountConf.main(Unknown Source)
.... Fails to reproduce configuration.
.... Please contact Ilient support at support@ilient.com.

Am I doing something wrong?

Thanks!]]> http://www.sysaid.com/Sysforums/posts/preList/7169/30245.page http://www.sysaid.com/Sysforums/posts/preList/7169/30245.page GMT
Thank you for your update!!

Best Regards
Ido Shomer
SysAid CSS]]> http://www.sysaid.com/Sysforums/posts/preList/7169/30267.page http://www.sysaid.com/Sysforums/posts/preList/7169/30267.page GMT
by now the action has been performed on the live environment with the desired result. Thanks again for your tip!

Kind regards,
]]> http://www.sysaid.com/Sysforums/posts/preList/7169/30305.page http://www.sysaid.com/Sysforums/posts/preList/7169/30305.page GMT
Thank you for your update!!

Best Regards
Ido Shomer
SysAid CSS]]> http://www.sysaid.com/Sysforums/posts/preList/7169/30425.page http://www.sysaid.com/Sysforums/posts/preList/7169/30425.page GMT
When I arrived at the office this morning (always on Mondays...) I discovered that the same issue occured. It appears that there was an issue with the machine SysAid was running so it was restarted. This morning we found out that all our routing roules were reset to that of an earlier date again. Now we know how to fix this because of your excellent guidance the last time this has happened but I cannot help but wonder what is causing this.

It seems to happen after a reboot or a restart of the machine sysaid runs on. It does not happen when we manually stop and start or restart the sysaid service. Perhaps you have an idea in which direction we should be looking or have an idea on how to prevent this in the future?

I will continue investigating and post any findings,leads,clues or hunches in this post.

Thank you very much in advance.

P.s. let me know if I should create a new post for this matter.

Kind regards,
Host Ventura.]]> http://www.sysaid.com/Sysforums/posts/preList/7169/31211.page http://www.sysaid.com/Sysforums/posts/preList/7169/31211.page GMT
line in the sysaid.txt file:
2011-10-15 08:31:58,473 [WrapperStartStopAppMain] INFO com.ilient - Expiration date: 2011-10-15

When I look into the application at preferences->about it does state the correct expiration date (see below for the line pasted from the about section)
Maintenance Expiration Date 2012-06-18

This would indicate that there is something wrong with the link between the application and the license file? And would this have something to do with the issue at hand or is something unrelated?
The reference to the server location points to the correct server.

]]> http://www.sysaid.com/Sysforums/posts/preList/7169/31212.page http://www.sysaid.com/Sysforums/posts/preList/7169/31212.page GMT http://www.sysaid.com/Sysforums/posts/preList/7169/37241.page http://www.sysaid.com/Sysforums/posts/preList/7169/37241.page GMT