why are you bumping such old tickets for new issues?
This is generally not the best way to do ticket support, open new ticket if you have a new request. That was an old and resolved ticket reopened for a new matter.
Also there is a web based restore tool, one isue is a renewed surge in SQL injections again we are having loads of tickets again(it was settled down for some weeks) and we have tons of requests for DB restores and logs, adn many confused people.