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Note: 20 megabytes is the maximum email size that is accepted by our email servers.
Overview
Do not send emails without authorization from an IBM support center representative. Your IBM representative supplies further instructions and the email address. The emails sent are processed by automated processes, so you are required to provide some information in the email subject.
Do not use email to provide sensitive information. For sharing sensitive information with the IBM support, use HTTPS, SFTP, or FTPS data upload options.
We strongly recommend sending files by using HTTPS protocol. All emails are processed by a Cloud-based Virus and Malware Scanning solution. This process removes certain file types as well as attachments exceeding the maximum allowed attachment size.
After the email is processed, you get a reply about the status to the reply address provided. If you get information stating that the email could not be processed because of problems with a naming convention or because the ticket number provided was not valid, the reply message contains a reference number. Contact your IBM representative in such cases. The email can be identified and processed manually with the reference number provided.
Email subject-naming convention
Emails are processed automatically. The subject of each email must follow a naming convention. This convention allows support tools to store the email and its attachments to the proper directories and to update the problem record to indicate that new data is available. A problem record is identified by its ID that is built out of the CSP Case ID, the PMR <xxxxx> or RCMS/CROSS number <xxxxxxx>, the branch office <bbb> (only for PMR ticket IDs), and the country code <ccc>.
- A reply is only sent if a valid problem record ID is found in the email subject
- Unidentified emails are automatically deleted after 7 days
- Reply texts, like "Reply:" or "Forward" in front of the problem record ID is allowed
- Numbers in front of the problem record identification (Case, PMR, RCMS, or CROSS) are forbidden
- If an email cannot be associated to an existing ticket, it is tagged as lost and eventually deleted.
Email subject-naming conventions:
- File naming convention for IBM MySupport (SalesForce) cases:
- Email naming convention: CASE TSxxxxxxxxx text
- Examples: Case TS00001234 This is an SF case ticket
- File naming convention for PMR tickets:
- Email naming convention: PMR xxxxx bbb ccc text
- Example: PMR 34143 055 724 here are the test case files
- File naming convention for RCMS tickets:
- Email naming convention: RCMS xxxxxxx ccc text
- Example: RCMS 0123456 724 this is a statesave file
- File naming convention for CROSS tickets:
- Email naming convention: CROSS xxxxxxx text
- Examples: CROSS 0123456 this is a xSeries HW file
Please note:
Emails for RCMS- and CROSS-tickets are only supported for certain email addresses! Check with your IBM support representative.
Email (secure)
The IBM Enhanced Customer Data Repository (ECuRep) makes a mail gateway available to give customers the ability to deliver data associated with tickets to IBM by mail. The mail gateway server offers TLS encryption for all incoming (and outgoing) mail. TLS encryption is the preferred transport when talking to a mail server that supports TLS encryption. The certificate of the remote server is not verified. Therefore, the use of self-signed certificates is allowed. Information about the encryption options used and supported by ECuRep can be found in the "Encryption" tab.
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Document Information
Modified date:
05 July 2022
UID
ibm10739629