'Bucky Backup,' is a data backup and recovery system managed by DoIT. It is based on software from IBM called Tivoli Storage Manager. Bucky Backup can be used by UW departments, administrative offices, faculty, and staff to provide data backup and recovery for workstations, servers, and applications. DoIT provides backup services for Windows, AIX, Solaris, Linux, and Mac platforms. Some software applications also support direct backup via Tivoli Data Protection (TDP) clients.

See Also:

• Bucky Backup Admin Page (for authorized agents only)
• Bucky Backup Enterprise - Service Description
• Bucky Backup Lite - Service Description

• Product Users: UW Madison departments and administrative offices, faculty and staff

• Availability: 24 x 7

• Server Information: A current list of Bucky Backup servers and port information can be found in the KB: Bucky Backup - Servers and Ports

• Unique Support Conditions: 

  Node Password Resets are handled by Help Desk Level 2. Help Desk Level 2 agents can use the Bucky Backup admin interface to reset node passwords.

  Client software must be installed and running in order to connect to the Bucky Backup servers. For most customers, backups begin automatically, each day according to the schedule set in the server for their node. Some customers opt to manually run their backups instead of using the client scheduler.

  If the caller has a general question about Bucky Backup or previously has opened a call that was forwarded to a technologist but has not received a response, refer them to Bucky Backup support at bbsupport@lists.wisc.edu.

Select an appropriate service, category and subcategory from the options below.

• Bucky Backup
• 
  
  • Bucky Backup
    • Account/Billing
    • Submit Incident

For ALL incidents, gather the following minimum required information:

✔ Clear, detailed description of the problem

✔ Complete customer contact information

Copy/paste the following additional required information into the WiscIT Description field:

Click the text box to select all, copy with Ctrl+C.

Example Case:

• Customer's Bucky Backup node name: Bucky 1
• Platform Operating System: Windows 7
• Preferred contact information (name, phone number, email): bbadger@wisc.edu

For a visual depiction of this workflow, see the following image: Process Diagram

1. The Help Desk receives one or more customer contacts for an issue that is identified as a potential outage.

2. HDQA checks the outages page for any related open planned outages. HDQA then chats SNCC via Service Support Chat Room and confirms an outage should be declared.

3. If an outage is identified, SNCC should immediately begin creating an Outage.

4. HDQA receives the Incident from the agent(s) who handled the initial contact(s).

5. HDQA creates a problem in Cherwell by selecting New > Problem. HDQA then fills out the fields in the Identify and Classify section of the Problem with the information they gathered from the Incident(s). For assistance with Problem creation, reference: Help Desk Training - Create a Problem in WiscIT without the Problem Manager or Help Desk Training - Create a Problem in WiscIT with the Problem Manager.

   

6. When the Problem has been created and saved, HDQA clicks the team name in the Owned by pane and assigns the Problem to 'SNCC-Sysops' or 'SNCC-Network' as directed by the service handling doc or SNCC staff.

   

7. SNCC receives the Problem and links the Problem to the Outage from the Problem screen.

8. HDQA links the original Incident(s) and any additional relevant Incidents they have received to the Problem. For instructions on performing this step, see WiscIT - Linking an Incident to a Problem.

9. As calls continue to come in, Help Desk agents should link the Incidents to the Problem themselves. Level 1 agents should simply save the Incident at this stage; do NOT resolve these Incidents or escalate them to HDQA.

10. When the outage is resolved, SNCC will go into the open Problem and select the Resolve Attached Incidents link on left side of screen; this will email all customers that their Incidents should be resolved. The email will direct customers to contact the Help Desk if they believe the issue is still occurring.

    

11. If the problem needs follow-up investigation, SNCC will assign the Problem to the appropriate team.

None.