6
Internet, some is bundled with the operating system, some comes in on a CD-ROM in the back of a
book, some is brought from home, and so forth. Ideally, you should have some mechanism to track
software. For example, for downloads from the Internet, be sure to keep a log including a list
identifying filenames, dates, and sources.
You should also keep a change log for each major system. Record every significant change or problem
you have with the system. Each entry should be dated. Even if some entries no longer seem relevant,
you should keep them in your log. For instance, if you have installed and later removed a piece of
software on a server, there may be lingering configuration changes that you are not aware of that may
come to haunt you years later. This is particularly true if you try to reinstall the program but could
even be true for a new program as well.
Beyond these two basic sets of documentation, you can divide the documentation you need to keep
into two general categories—configuration documentation and process documentation. Configuration
documentation statically describes a system. It assumes that the steps involved in setting up the system
are well understood and need no further comments, i.e., that configuration information is sufficient to
reconfigure or reconstruct the system. This kind of information can usually be collected at any time.
Ironically, for that reason, it can become so easy to put off that it is never done.
Process documentation describes the steps involved in setting up a device, installing software, or
resolving a problem. As such, it is best written while you are doing the task. This creates a different
set of collection problems. Here the stress from the task at hand often prevents you from documenting
the process.
The first question you must ask is what you want to keep. This may depend on the circumstances and
which tools you are using. Static configuration information might include lists of IP addresses and
Ethernet addresses, network maps, copies of server configuration files, switch configuration settings
such as VLAN partitioning by ports, and so on.
When dealing with a single device, the best approach is probably just a simple copy of the
configuration. This can be either printed or saved as a disk file. This will be a personal choice based
on which you think is easiest to manage. You don't need to waste time prettying this up, but be sure
you label and date it.
When the information spans multiple systems, such as a list of IP addresses, management of the data
becomes more difficult. Fortunately, much of this information can be collected automatically. Several
tools that ease the process are described in subsequent chapters, particularly in Chapter 6.
For process documentation, the best approach is to log and annotate the changes as you make them
and then reconstruct the process at a later time. Chapter 11 describes some of the common Unix
utilities you can use to automate documentation. You might refer to this chapter if you aren't familiar
with utilities like tee, script, and xwd.
[2]
[2]
Admittedly these guidelines are ideals. Does anyone actually do all of this documenting? Yes, while
most administrators probably don't, some do. But just because many administrators don't succeed in
meeting the ideal doesn't diminish the importance of trying.
1.3.2 Management Practices
A fundamental assumption of this book is that troubleshooting should be proactive. It is preferable to
avoid a problem than have to correct it. Proper management practices can help. While some of this
section may, at first glance, seem unrelated to troubleshooting, there are fundamental connections.
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