Backing Up and Restoring iSupport Databases

Backing Up iSupport Databases

In order for you to update iSupport or recover data in case of loss, you’ll need to back up:

• The cAsset, cSupport, cSupport_Archive, cSupport_Archive_Change, cSupport_Archive_Problem, cSupport_Archive_Purchase, cSupport_Bomgar, cSupport_Image_Store, cSupport_Workflow, cSupportReporting, and cSurvey databases and transaction logs in the SQL data directory (for SQL Server 2008, \Program Files\Microsoft SQL Server\MSSQL10.MSSQLSERVER\MSSQL\Data) or the same named databases using an equivalent database backup utility.

• Important: The Web.config file in the directories in which the Rep Desktop, mySupport portal, and  Mobile Client functionality are installed (RepClient, UserClient, and  MobileClient by default).

• Important: The Gwi.cSupport.Service.exe.config file in <directory in which the Rep Desktop is installed>\bin\.

• File of words to be ignored during spell-check in <Desktop install directory>\Configuration\data\en-US-CustomDictionary.txt.

• If using RightAnswers, the <Desktop install directory>\Rightanswers\declarations.inc file.

These steps cover the cSupport database backup in SQL Server 2008; to back up the other databases, select the other database in turn.

To perform the backup operation:

• If you are using the SIMPLE Recovery Model, refer to Method A below.

• If you using the FULL Recovery Model, refer to Method B below.

There are other methods for backing up the cSupport database which are not discussed here.

Note: For additional parameters and more information on backing up and restoring SQL Server databases, go to www.microsoft.com.

Method A - Backing Up SQL Server Databases using the SIMPLE Recovery Model

1. Create a folder for the backup file; for example, C:\Program Files\Microsoft SQL Server\MSSQL\Backup\cSupportBackup. Note: By default backups will be stored in the Backup folder.

2. Open SQL Management Studio. Expand Databases in the Object Explorer pane. Right-click on the cSupport database and select Tasks | Back Up from the shortcut menu. This will open the Back Up Database dialog box, with the cSupport database selected as the backup source.

• Set the Backup Type to FULL.

• Provide a name for this backup set and a description if applicable. Example

  

• The Backup Set Will Expire option gives you the choice to set the backup to expire in a specified number of days, or on a specified date. Setting this to zero (0) days is equivalent to never expires.

• Choose where the backup will be placed. In most cases, this type of backup will be stored on disk. If a file and location have already been set in this text area and you do not want to either append to the existing backup set or to overwrite it, use the Remove button to eliminate this backup from this backup set. Removing the file from this list does not delete the actual backup file. Click the Add button to create a new backup file or set.

3. Use the Select Backup Destination dialog to specify the location for the backup and the name of the backup file. Be sure to give the file name the BAK extension. Without this extension, you will not see this file in the set of available backups to restore from later, if necessary. Click OK to save this as the new file and location.

   

4. Click on Options to open this page. If you are creating a new backup set, the only additional options that you may want to select would be to Verify Backup When Finished, and Perform Checksum Before Writing to Media.

5. Click the OK button to start the backup. Once completed, follow these same steps for the remaining six cSupport databases.

Method B - Backing Up SQL Server Databases using the FULL Recovery Model

This method will require that you do two backups. The first will be a full backup of the cSupport database. The second will be a Transaction Log backup.

Completing a Full Database Backup

1. Create a folder for the backup file; for example: C:\Program Files\Microsoft SQL Server\MSSQL\Backup\cSupportBackup.

2. Open SQL Management Studio. Expand Databases in the Object Explorer pane. Right-click on the cSupport database, and select Tasks | Back Up from the shortcut menu. This will open the Back Up Database dialog box, with the cSupport database selected as the backup source.

• Set the Backup Type to FULL. This drop-down list will have two additional options: Differential (not discussed here) and Transaction Log. You will do a Transaction Log backup after the FULL backup.

• Provide a name for this backup set and description if applicable. Example

  

• The Backup Set Will Expire option gives you the choice to set the backup to expire in a specified number of days, or on a specified date. Setting this to zero (0) days is equivalent to never expires.

• Select where the backup will be placed. In most cases, this type of backup will be stored on disk. If a file and location have already been set in this text area and you do not want to either append to the existing backup set or to overwrite it, use the Remove button to eliminate this backup from this backup set. Removing the file from this list does not delete the actual backup file. Click the Add button to create a new backup file or set.

3. Use the Select Backup Destination dialog to specify the location for the backup and the name of the backup file. Be sure to give the file name the BAK extension. Without this extension, you will not see this file in the set of available backups to restore from later, if necessary. Click OK to save this as the new file and location.

   

4. Click on Options to open this page. If you are creating a new backup set, the only additional options that you may want to select would be to Verify Backup When Finished, and Perform Checksum Before Writing to Media.

5. Click the OK button to start the backup. Once completed, follow these same steps for the remaining six cSupport databases.

Note: The database backup file size may be smaller than the current database file because the backup contains only the actual data in the database and not empty space.

Completing a Transaction Log Backup

Once the Full backup of the database has been completed a transaction log backup is done to force any transaction that has not been written to the database to be committed or saved. Any data contained in the transaction log can be lost if it has not been committed. Example

1. Follow steps 1 and 2 above, but select the Backup Type of Transaction Log.

2. As in step 3 above, you will specify the location for the new transaction log backup to be stored. When entering the necessary data in the Select Backup Destination dialog, give the filename the extension of TRN. This extension tells SQL that this is a transaction log backup.

3. Follow steps 4 and 5 above to finish.

Restoring cSupport Databases

Restoring a database enables you to utilize a full backup file to recreate the cSupport database. The restored database will be a copy as it existed when the backup operation completed.

The only difference between restoring a database set with the SIMPLE Recovery model and one that is set to use the FULL Recovery model is that the FULL Recovery model requires that you restore the database backup first and then the transaction log backup. You cannot restore a FULL Recovery model database without the transaction log.

Note: All databases must be online and must have the same iSupport version number.

These steps cover the cSupport database restore; to restore the other databases, substitute the other database names in the commands. Start by opening the SQL Management Studio application.

1. Right-click on the database that you want to restore, and select Task | Restore | Database. This will open the Restore Database dialog.

2. The To Database option will show the name of the database you selected.

3. If you just recently performed the database backup, it should now be listed in the Select the Backup Sets to Restore list. If you do not see the backup files you need, click the From Device radio button and you will be able to browse to and select the backup file you need. Example

   

4. Click Options to go to the Options page.

   

5. Check the first check box labeled Overwrite the Existing Database (WITH REPLACE).

6. In the Restore the Database Files as option is only needed if you are also moving the database files to a new location, or if you are restoring backups from a different SQL Server.

7. Be sure to select the first radio button labeled Leave the Database Ready to Use by Rolling Back Uncommitted Transactions. The only reason that you would choose the second option is if you are using a different backup mode.

8. Click the OK button to start the restore operation. A dialog will appear if the dialog was or was not successful.