Hello,
In my expierience it's sometimes hard to define what information to supply is neccessary for a certain problem and what is not - especially since you don't know the cause for your problem and that's why one is posting to the users-list.
So if you should decide to create a form, maybe a structure like this could be helpful:
Bacula-Version: bacula-1.38.9
Bacula-config.out: if from source
Description of
Implementation: e.g.:
Centralized backup-server with bacula-dir, bacula-sd, a local bacula-fd, Database(MySQL or else). Description of platform, e.g. SuSE 9.3; Kernel 2.6.xxx
Number and OS-type of clients (file daemons).
or:
Director Server (with bacula-dir): Description of platform as above
Database Server (with MySQL or else): Description of platform as above
Storage Server (with bacula-sd): Number and type of (tape) drives / autochanger. Description of platform as above
Clients (with bacula-fd): Number and Description of platform as above
bacula-dir.conf: Problematic /important parts of it
bacula-sd.conf: Problematic /important parts of it
bacula-fd.conf: Problematic /important parts of it
bconsole.conf: Problematic /important parts of it
mtx-changer: Used version (most certainly adapted by user)
Description of
Problem / of
Situation when
Problem occurs: .........
Please feel free to comment!
Hope I could contribute a little!
Just let me point out that I really think it's a great piece of work you all do!!!
I really appreciate bacula! Should I criticize it (in certain points), this does not mean I would think it was bad.
Best Regards,
i. A. Christoff Buch
=====================================
[EMAIL PROTECTED]
+49.941.78004.607
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OneVision Software AG
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D - 93049 Regensburg
| Kern Sibbald <[EMAIL PROTECTED]>
Sent by: [EMAIL PROTECTED] 22.06.2006 14:06 |
|
Hello,
Perhaps I am wrong, but I have the very strong feeling that more and more
users are reporting problems supplying *really* poor information to the point
that some have no information. They don't state the OS, Bacula version, the
database they are using, nor show any output. They simply say; "Bacula does
this and that and it doesn't work".
I think we need to treat these users with full respect, but refuse to answer
questions until they read the Support page and start providing the relevant
information. Clearly if it is not a database problem, they don't need to say
what database they are using, and if the omit one or two pieces but supply
pretty much everything, we shouldn't just coldly send them to the support
page.
However, I do suggest to save everyone's time, for those that provide really
poor documentation, rather than asking for the details, we ask them to read
the page and then supply the info.
Another solution might be to have a "Support form" that must be completed and
sent before support is given. This support form could have a few simple
questions and requests for information that could speed up a lot of support
requests.
Comments?
--
Best regards,
Kern
(">
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