we are a 24x7 operation and have been getting numerous reports about the ticket system not being available at night.  After researching and testing, we have determined that when the nightly back-up begins (around 2 AM - used to be midnight, but we changed the back-up start time to 2 AM), the webGUI is no longer available on the system.  It is taking approximately 4 hours to back-up and the system returns to normal operation around 6 AM every night.  

My operations folk are simply unable to deal with that much down time, so I have been trying to figure out how to only run the back-up once or twice per week.  At this point, it appears to me that there is no way to stop the back-up process.  PLEASE HELP!  

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4

Support will most likely not turn it off. It sounds like your DB could use some clean-up as 4 hours sounds like a bit much. Reach out to support and go over ticket archiving optimization and see if they can clean your DB up and get that backup time lessened.

Answered 02/04/2013 by: mpace
Red Belt

  • I agree with mpace. Open a ticket and have support look at your database. With an optimized database, a backup should not take anywhere near 4 hours.
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Aside from support being involved there is now way to stop the backups from running. Support might be able to do some customization work to stop the backups but any customized work will be lost when an upgrade is performed. 

Answered 02/04/2013 by: Timi
Seventh Degree Black Belt

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