How to Upload Files to Cases

Uploading Files to New Cases

Follow these steps to attach files when you open a case on the IBM support site. Before beginning, be sure you have your system’s serial number and its associated account number.

1. On the Support site page header (callout 1, below) click Cases, then Open a Case. You can also click the Open a Case tile (callout 2) or click Open a Case in the top-right corner of any Support site page (callout 3).
   Note: To open a case in a new browser window or tab, right-click Open a Case (callout 3), and then pick the option for opening the page in a new window or tab, depending on your browser. 

   The header is visible regardless of where you are in the Support site.

   Additionally, you can click Manage Support Account > Product Resources from the header, and then click Open a Case for your product in the My Products area. 
    

   
   Figure 1. Location of "Open a Case" buttons.

2. Complete and confirm the form data on the Open a Case page. 
3. In the Upload Files section, click Upload. The upload widget opens.
   
   Figure 2. The Attachments section of the Case Details page
4. On the file upload widget, click Click to Select Files then navigate to your file, then select the file to upload, and then click Open. Press the Ctrl key as you select files to add multiple files from the same directory. 
5. You can also navigate to the file location and then drag files to the Or Drop Files Here area of the widget.
   Note: To remove a file before you upload it click the trash icon next to the filename.
6. Click Upload. Progress bars display as your files upload to your case. When the upload is complete, your uploaded files display in the widget.
   
   Figure 3. Progress bars during file upload
7. If necessary, click Select More Files.
8. When you have added all files to your case, close the upload widget tab. Your uploaded filenames display in the Attachments area of the Case Details page. 
   
   Figure 4. Attachments area showing 2 uploaded files

Uploading Files to Existing Cases

1. Visit the IBM Support Site at https://ibm.com/mysupport and log in with your IBM Support credentials if you are not already logged in.
2. Click View Your Cases in the center of the page (figure 5, callout 2). You can also select Cases > View Your Cases (callout 1) from the Support site's header row, which is visible wherever you are on the Support site. You can also search for your cases by entering the case number in the Support site search bar.
   Figure 5. Finding the View Your Cases links on the Support site home page
3. In the Attachments section of the case details page, click Upload. The upload widget opens. 
   
   Figure 6. The Attachments section of the Case Details page
4. On the file upload widget, click Click to Select Files then navigate to your file, then select the file to upload, and then click Open. Press the Ctrl key as you select files to add multiple files from the same directory. 
5. You can also navigate to the file location and then drag files to the Or Drop Files Here area of the widget.
   Note: To remove a file before you upload it click the trash icon next to the filename.
6. Click Upload. Progress bars display as your files upload to your case. When the upload is complete, your uploaded files display in the widget.
7. If necessary, click Select More Files. 
8. When you have added all files to your case, close the upload widget tab. Your uploaded filenames display in the Attachments area of the Case Details page. 
   
   Figure 7. Attachments area showing 2 uploaded files