Sending information to Support

Refer to ECuRep - Send Data for instructions on how to send diagnostic information such as log files, traces, and dumps to IBM Technical Support.

For CICS system dumps and logs, terse and FTP in binary. 
For CICS auxtraces, send the raw auxtrace tersed in binary.

Important Notes:

• Effective 10 March 2025, New DNS hostnames and IP addresses must be used to send diagnostic data to IBM Support.
• Data delivered electronically to IBM must be in compressed format. You can use the AMATERSE service aid to terse the files.  The z/OS utility z/OS Problem Documentation Upload Utility (PDUU) is another option you can use to compress, optionally encrypt, and transfer the data to IBM. 
• Do not FTP your files to this server unless you have already opened a case with the support center. The support representative working on your problem will request your data.
• You can create a file (for example, using the put or mput command), but you cannot update it. So, you will need to create a new file with a unique name. Include your case number as the first part of the file name.
• You cannot receive information from the directories where you put files (get or mget command). The information you submit is only available to the IBM technical support representatives.
• If the data set is encrypted, the decryption key should be included in a case update or an email sent to cics_support@ecurep.ibm.com. The case number should be included in the subject line when provided by email.

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Emailing files directly to ECuRep

For select IBM products, including CICS, you can attach your diagnostic data to a note and email it to the ECuRep Mail Gateway. If the data you send (outputs, traces, compressed file, etc.) is less than 20 MB, you can email it to IBM Technical Support by performing the following steps:

1. Create an email message addressed to the following email address:
   cics_support@ecurep.ibm.com
2. Your case number must appear somewhere in the Subject line:
   optional_text TSxxxxxxxxx optional_text
   where:
     TSxxxxxxxxx  is the case number 
     optional_text is any other text that helps describe the contents of the email
   
   Examples:
   TS012345678
   TS012345678 - requested traces
   Case # TS012345678
   Case # TS012345678 - odstat.txt and logs
   Case TS012345678 here are the testcase files
   
   If you do not already have a case number, put the product name in the Subject string.
3. In the body of the message, put a brief description of the problem symptoms and describe the files you have sent in.
4. Attach the files, outputs, information, and (or) compressed file to the message.
5. You will receive an automated reply once your email is processed. If your email cannot be associated to an existing case, it will be tagged as lost and eventually deleted.

Depending on your internet connection and email server, allowable attachment file might be significantly less than the 20 MB limit. When in doubt, you can simply use the FTP steps to ensure timely delivery of your files.
 

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