Layton ServiceDesk - Procedures - General - Sending your Database to Support
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On occasion, Support may need to examine your database to understand the cause of an issue or to repair your database. | On occasion, Support may need to examine your database to understand the cause of an issue or to repair your database. | ||
Revision as of 02:24, 22 January 2016
Contents |
Overview
On occasion, Support may need to examine your database to understand the cause of an issue or to repair your database.
Please indicate which version of SQL Server you are using. Please also supply the password for the built-in admin account.
Sending Complete Database
In most instances, you will be sending the complete database.
- Use SQL Server Management Studio (SSMS) to back up the SQL database to a .bak file. Note the following settings:
- Please indicate the version number of Layton ServiceDesk and the version of SQL Server you are using. It is suggested that you use this naming convention for the backup file:
For example, if you were backing up a version 6.4.8.1 database running on SQL Server 2008 R2 on 29 April 2014, the resultant filename would be:lsd_VERSION_sqlVERSION_YEARMONTHDAY.baklsd_6481_sql2008r2_20140429.bak - Important! You must zip the file before sending to greatly reduce its size. Send the .zip file to Support via our upload service.
Sending Database Without Requests
If there is a security concern regarding the contents of the database, you can strip out all the Requests prior to sending.
1. In Management Studio, back up your live database and restore it with a different name in order to produce a copy.
2. In Management Studio, on the database copy, run this query to set the status of every Request to Closed:
UPDATE request SET sys_requeststatus = 0
3. Preferably, in your test Layton ServiceDesk installation, or if you don't have one, your live installation (this will be disruptive to anyone using the system, so do it when users are offline), launch DBTool to Connect to Existing Database. This will connect Layton ServiceDesk to the database copy.
4. Launch Layton ServiceDesk and purge all closed Requests per this procedure.
5. In Layton ServiceDesk, check that there are no Requests. If you want to do this in Management Studio, use this query. The result should be 0:
SELECT COUNT(sys_request_id) FROM request
6. Send the database copy to Support per this procedure.
