CONTACTS 
0201 - JPS Net                              800 711 5353 fax or 800...
020101 - Mr. Bruce Newland; Manager  =916 810 8913
020102 - Biz Tech Services =415 376 0121

SUBJECTS
00101 Moved to 00102, 000303

0403 -    ..
0404 - Summary/Objective
0405 -
040501 - Follow up ref SDS 11 0000, ref SDS 10 0000.
040502 -
040503 - This evening I seem to have inadvertently moved the 00101 directory
040504 - into 00102.  Called and got help from Eric at JPS to move it back.
040505 -
040506 - Sent ref DIT 1 0001 to Bruce commending the JPS work, and asking for a
040507 - suggestion to replace ws_ftp, per reasoning below. ref SDS 0 2294
040508 -
040509 - Got another error message saying disk usage exceeded.  Called and Eric
040510 - investigated.  He reported this was a mistake, and access was
040511 - restored. ref SDS 0 0986
040512 -
040513 -     [On 000304 Bruce responded; did not hear from Eric. ref SDS 13
040514 -     0001]
040515 -
040516 -     [On 000625 similar problem. ref SDS 14 0001
040517 -
040518 -
040519 -
040520 -
0406 -
0407 -
0408 - Progress
0409 -
040901 -  ..
040902 - SDS Directory Inadvertently Moved to Another Directory, Solved by JPS
040903 -
040904 - This evening while using Ws_ftp pro to upload files to the web server
040905 - at JPS, I suddenly noticed that the default log-on directory...
040906 -
040907 -
040908 -                              sd 08
040909 -
040910 -
040911 - ...was not showing the directory 00101.
040912 -
040913 -     [On 000625 similar problem. ref SDS 14 0001
040914 -
040915 - I refreshed the screen, and it did not appear.  Stepped back a level,
040916 - and returned to sd 08, but 00101 was simply missing.
040917 -
040918 - At this time, I had an SDS record open on the web browser, which I was
040919 - editing locally, and then uploading on consecutive passes to fix
040920 - mistakes in content, and so clicked on a link.  Got an error message
040921 - that the URL address was not found.  Clicked on another link, and
040922 - then anthother, all failed.
040923 -
040924 - Since most of the links in SDS are within the 00101 directory
040925 - structure, and since there are about 50M in 7K files, we have a big
040926 - problem if the 00101 directory is actually lost.
040927 -
040928 - Called JPS about seeing if 00101 can be restored.
040929 -
040930 -
040931 - JPS message system is changed; difficult for customer to use
040932 -
040933 -     There is no longer an explanation of system status, then
040934 -     connection to help.  Now we get a bunch of choices, none of which
040935 -     aligned with our requirement to find out what happened to a
040936 -     directory that was there, then suddenly gone.  This then requires
040937 -     a guessing game of trying to match our explanation of the problem
040938 -     with the words JPS chose to describe and differentiate support
040939 -     options.
040940 -     ..
040941 -     JPS might consider creating an initial press 1 option to
040942 -     speak to someone who can determine the nature of the problem in
040943 -     relation to JPS resources and direct the call.  If they want, they
040944 -     can tell the customer which buttons to press, and what to do if
040945 -     that combination doesn't work.
040946 -
040947 - Had to wait for all of the messages, trying different combinations,
040948 - and being told to go back.
040949 -
040950 -        [On 000304 Bruce does not address need for direct access to
040951 -        help on using skill based routing. ref SDS 13 4836]
040952 -
040953 - Finally by random chance hit on a button that put us through to the
040954 - original tech support help.
040955 -
040956 - Was on hold for an hour, listening to music and getting continual
040957 - notices that the customer is important to JPS.
040958 -
040959 -
040960 -  ..
0410 -
0411 -
0412 - 2153
0413 -
041301 - Talked to Jim.
041302 -
041303 - Explained need to restore the directory 00101.  It looks like someone
041304 - may have deleted it.
041305 -
041306 - Jim examined the server using FTP and noticed that...
041307 -
041308 -
041309 -                            sd 08 00101
041310 -
041311 -
041312 - ...is not listed.
041313 -
041314 - Jim said that JPS does not delete customer records, and there are
041315 - strict company policies that are carefully followed by JPS engineers
041316 - to ensure customer files are not moved or deleted.
041317 -
041318 - I explained that I may have somehow caused the problem, although off
041319 - hand it is not clear how it could have been done.
041320 -
041321 - Jim advised that customers are responsible for backing up their own
041322 - files.  He feels the customer should restore any files that may be
041323 - inadvertently deleted in error.  We reviewed the magnitude of
041324 - restoring 7K files in 50M of stuff over the phone.  Jim explained this
041325 - is a customer responsibility.
041326 -
041327 - We decided to talk to a supervisor.
041328 -
041329 - Jim asked me to hold on.
041330 -
041331 -
041332 -
0414 -
0415 -
0416 - 2207
0417 -
041701 - Eric came on line.
041702 -
041703 - He reviewed the record, per discussion with Jim. ref SDS 0 4836
041704 -
041705 - Eric asked how long ago this happened?
041706 -
041707 - I explained having been on hold for an hour, so it would have been
041708 - about 2110 that I noticed the problem.  Since have been uploading
041709 - files regularly up until that time, the problem could not have
041710 - occurred much earlier, because most of the work uses the missing
041711 - 00101 directory.
041712 -
041713 - Eric said he noticed while talking to me that there is a directory...
041714 -
041715 -
041716 -                            sd 08 00102 00101
041717 -
041718 -
041719 - ...he looked deeper and found the SDS structure in this directory.
041720 -
041721 - The directory was created today at about 2103, which correlates with
041722 - the scenario we encountered.
041723 -
041724 - I used Ws_ftp to look at this directory, and it looks like somehow
041725 - 00101 was moved or copied from sd 08 to sd 08 00102.
041726 -
041727 - Eric is not sure how a customer would accomplish that using ws_ftp.
041728 - He uses a different program.
041729 -
041730 - Eric was able to move 00101 back to the sd 08 level.  We tested
041731 - everything it all seems to be working correctly now.
041732 -
041733 -
041734 -
041735 -  ..
0418 -
0419 -
0420 - 2258
0421 -
042101 - After talking to Eric, I ran another upload operation, and noticed
042102 - that in clicking on the 00101 directory on the local drive, and then
042103 - clicking on the 00101 directory on the server side, the ws_ftp
042104 - program produced a message asking for verification to...
042105 -
042106 -
042107 -                    move 00101 to 00102
042108 -
042109 -
042110 - ...I clicked no,  But this shows how the problem occurred this
042111 - evening. ref SDS 0 3584
042112 -
042113 - On occasion, we have gotten the "move" option, but I never paid
042114 - attention to the parameters, because there is never any reason to move
042115 - anything.  We always want to transfer stuff between the local and
042116 - remote servers.  There has never been occassion to "move" anything on
042117 - the remote server.  Transfer occurs by single clicking on the
042118 - directory name on the local directory, and single click on the
042119 - corresponding directory on the server list, to designate the source
042120 - and target of an upload.  Then click the arrow designating the
042121 - direction of the transfer.  There is nothing on the menu that provides
042122 - for moving anything, and certainly not for moving anything on the
042123 - server.
042124 -
042125 - I think what may be happening is that if a directory on the server
042126 - side is double clicked, then ws_ftp asks if the intent is move that
042127 - directory to the next level, which in this case is the directory
042128 - 00102.  This is only speculation.  Will test this theory now.
042129 - ..
042130 - Jumped this record into HTML, and logged onto ws_ftp.
042131 -
042132 - That didn't do it.  Double clicking on a directory opens the
042133 - directory to the next level.  When I clicked back, the 00101
042134 - directory is highlighted.  I then clicked on the next directory 00102
042135 - and got the message...
042136 -
042137 -
042138 -                Do you want to move 00101 to 00102
042139 -
042140 -
042141 - ...if I clicked yes, we would be back to the initial problem.
042142 -
042143 - I was able to get this screen again, by clicking really different
042144 - combinations, but was unable to identify any repeatable sequence for
042145 - getting this option.
042146 -
042147 - So evidently what happened was that I clicked yes on a move directory
042148 - op, without noticing it, because the screen looks pretty similar to
042149 - the confirmation for a transfer.  I was doing a lot of this transfer
042150 - work, when the mistake was made, and so the mind jumbled this up due
042151 - to limited span of attention.
042152 -
042153 - On 980309 JPS recommended we use ws_ftp for transferring files to the
042154 - web. ref SDS 1 4489  Subsequently we have obtained updated programs,
042155 - and these may have some bugs.  Who knows?
042156 -
042157 - In the letter to Bruce ask for recommendation to use another program.
042158 - ref DIT 1 2479
042159 -
042160 -     [On 000304 Bruce submits information. ref SDS 13 0896]
042161 -
042162 -
042163 -
042164 -
0422 -

SUBJECTS
Use and Free Space on Web Server
Use Exceeds 100MB, 000304

0705 - 0039
0706 -
070601 -  ..
070602 - JPS Reporting Welch Use on Server Exceeds 100MB; Access Denied
070603 -
070604 - Trying to send the letter to Bruce, noticed we are getting an error on
070605 - uploading.  Investigation shows files are not being transferred due to
070606 - following error message from JPS...
070607 -
070608 -
070609 -            553 211029.HTM: Disc quota exceeded
070610 -
070611 - ..
070612 - I checked our usage on the local drive....
070613 -
070614 -                          Files    Size   Used
070615 -
070616 -                02          272      5      5
070617 -                03          601      3      4
070618 -                04          556      3      4
070619 -                08          161      1      1
070620 -                pic         361      7      8
070621 -                sd 08      5110     40     52
070622 -                         --------  -----  -----
070623 -                           7061     59     74
070624 -
070625 -      [On 000304 requested quote for another 50M. ref SDS 13 0897]
070626 -
070627 - Called JPS back
070628 -
070629 - Talked to Jim (a different person from above)
070630 -
070631 - Explained error message.
070632 -
070633 - Jim asked me to hold.
070634 -
070635 -
0707 -
0708 -
0709 - 0058
0710 -
071001 - Jim reports they are showing we have over 100MB.
071002 -
071003 - That is double to what it should be.
071004 -
071005 - Talked to Eric.
071006 -
071007 - Eric said they are having a shift change.
071008 -
071009 - He will have someone investigate how much space we are using.
071010 -
071011 - JPS has transferred our files to different servers 2 or 3 times, and
071012 - they reported deleting everything by mistake, which required us to
071013 - upload the entire data set on several occassions, for example on
071014 - 980401. ref SDS 2 0001  A year later on 990423 got notice that "system
071015 - was full" and it turned out to be a JPS problem. ref SDS 3 2144  On
071016 - 991220 JPS worked on our records, and reported our access was denied,
071017 - which was later restored.  This work history may have resulted in
071018 - duplicating some directories, even commingling other customers with
071019 - Welch space.
071020 -
071021 - About 3 or 4 months ago, I asked about how much space we were using,
071022 - and at that time it was under 40 MB.  We have not more than doubled
071023 - the number of files in the interim.
071024 -
071025 -
071026 -
071027 -  ..
0711 -
0712 -
0713 - 0141 Eric called back
0714 -
071401 - He said the earlier report was a mistake. ref SDS 0 0986  He has not
071402 - been able to verify how much space we are using, but one of the techs
071403 - told him they mixed up the Welch records with other stuff.
071404 -
071405 - Eric thinks our actual usage may be closer to 50M or 60M, per above.
071406 - ref SDS 0 1395
071407 -
071408 - Eric will check this, and send an email on actual usage, near the end
071409 - of his shift OA 1100 today.
071410 -
071411 -     [On 000304 did not get the letter from Eric. ref SDS 13 9280]
071412 -
071413 -     [On 000304 got notice we are using 90M. ref SDS 13 0897]
071414 -
071415 -
071416 -
071417 -
071418 -
071419 -
071420 -
071421 -
071422 -
0715 -