How To Handle A TSM Restore Request

Customer TSM restores requests can be problematic if it is too encompassing (directory restore) or not specific enough. Take
into consideration that the customer may be asking for more then they want as they may not understand the environment or the
restore process. Be sure that both you and the customer are in agreement on the request and always consider the impact of
your actions.

1. All restore requests must have an HD ticket.

2. If there is a delay in getting the ticket that will impact production (SEV 1), you may proceed with the request as long you
have a copy of the email to the Help Desk showing the restore requirements. You still must follow the steps below
before running the actual restore.

3. Determine when the incremental backup runs on the server by examining dsmsched.log. The log file is usually located
in /tmp. If it isn’t in /tmp, the location is specified in /usr/tivoli/tsm/client/ba/bin/dsm.sys. If it is during normal business
hours, you may also ask the TSM team for the server’s incremental backup schedule. Be sure that you are looking at a
current log!

4. Restore requests for specific files:

• Call the customer and:

 Verify the file name(s).

 Verify the path name(s).

 Ask when the files were deleted or modified.

 Ask / verify the backup date that the file should be restored from.
 Ask if a file already exists, should it file be overlaid?

• Check to see if the file(s) already exists. If they do, make a non-TSM backup of the files, via tar or create a on
the server copy using the original file name with a suffix that contains a date and your initials (ex: /tmp/abc.dat
is original, copy is /tmp/abc.dat.20080729.eck)

• Send the tar or backup file to TSM.

5. Full directory restores should absolutely never be executed without clarification from the customer and input from the
US team. For this kind of request:

• Get a US resource involved to discuss the request.

• Call the customer and:

 Verify the path name(s).

 Ask why all the files in the directory are needed.

 Ask when the files were deleted or modified.

 Ask for the file names that need to be restored.

 Ask for the date that the files should be restored from (point in time).

 Ask if a file already exists, should it file be overlaid?

• Create a non-TSM backup of the files, via tar or create a on the server copy using the original file name with a
suffix that contains a date and your initials (ex: /tmp/abc.dat is original, copy is /tmp/abc.dat.20080729.eck).
The backup strategy depends upon the number and size of the files as you must consider space
requirements.

6. Verify by email with the customer the final file list before proceeding.
7. Based on the information provided by the customer, perform a TSM query to see what files are found and will be
restored. Discuss with customer your findings if the query returns results that seem different then what had been
discussed.
8. Perform the restore based on the information agreed to and confirmed by the customer.

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 How To Handle A TSM Restore Request

9. Provide customer with a “ls –l” file listing showing the results and ask for confirmation that the work has been
completed. Ask the customer to review the results and apprise you as to the satisfaction of the work.
10. You may not close the ticket until after the customer has confirmed that the restore was successful.

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