Note: 20 megabytes is the maximum email size that is accepted by our email servers.
Please do not send emails without authorization from an IBM support center representative. Your IBM representative will supply 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.
After the email has been processed you will 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 PMR number provided was not valid, the reply message will contain a reference number. Please 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 to allow support tools to store the email and its attachments to the proper directories and update the problem record to indicate that new data is available. A problem record is identified by its ID which is built out of the PMR <xxxxx> or RCMS/CROSS number <xxxxxxx> , the branch office <bbb> (only mandatory for PMR ticket IDs), and the country code <ccc>.
Email subject naming conventions:
- File naming convention for IBM MySupport (SalesForce) cases:
- File naming convention for PMR tickets:
- File naming convention for RCMS tickets:
- File naming convention for CROSS tickets:
Naming convention details instancing a PMR ticket:
|text||Any other text||Testcase data|
The IBM Enhanced Customer Data Repository (ECuRep) makes a mail gateway available to give customers the ability to deliver data associated with PMRs 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, this means we allow the use of self signed certificates. The ECuRep mail gateway server use the following certificate:
07 August 2020