Enhanced Customer Data Repository (ECuRep) - ECuRep related Help

• Open a problem record
• Collecting and submitting files by using ISA and SR

• How ServiceLink or IBMLink users submit files

• Receiving files from IBM Technical Support

Open a problem record

Do not submit files until a problem record is opened with the support center.
If you do not have an open PMR, you can create one now by using:

• MySupport or
• SR 
• Or call the support center directly.

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Collecting and submitting files by using ISA and SR

The IBM Support Assistant provides an interface to the Service Request (SR) tool so that you can easily send data to ECuRep and update your PMR when the data arrives. The Support Assistant also simplifies opening the PMR.

To save even more time, the Support Assistant features a data collector that automates the collection of data for common problems you might encounter. Once you collect your data, you can then quickly submit the data with only a few clicks.

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How ServiceLink or IBMLink users submit files

Customers with z/OS products that use ServiceLink or IBMLink to submit PMRs send data to the support team by using one of the HTTPS servers (ECuRep or Testcase) by using the Problem Documentation Upload Utility. Compressed by using AMATERSE. Email is supported.
Note: Sending data by using email is only possible for ECuRep. This facility is not available in Testcase.

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Receiving files from IBM Technical Support

Occasionally IBM Technical Support needs to provide data to customer for download. Use the following instructions to download data from IBM. You need to know the exact directory and file name provided by your IBM support representative:

HTTPS

For HTTPS use the link provided by the support representative or found in the case update.

SFTP (FTP over SSH)

Download instructions:

1. You need to know an IBM Support File Transfer ID (short Transfer ID) and password, or create a new user ID at https://www.secure.ecurep.ibm.com/transferids/
2. From a command prompt, terminal window, or SFTP client, SFTP to the following site:
   Note: Now would be a good time to note the current 'pre-sftp' directory, as this will be where your downloaded files will be located.
   sftp <Transfer_ID>@sftp.ecurep.ibm.com
   Note: Contact your support representative to check for the preferred server for downloading the files.
3. Enter your Transfer ID password.
4. Change your directory to the /fromibm directory by entering the following command:
   cd fromibm
5. To retrieve your file(s), change your directory to the directory specified by your Support Representative by entering the following command:
   cd <43 character directory>
   Note: You cannot list the available directories using the dir command. You need to know the directory.
6. Enter the following command to list the files in the directory:
   dir
7. Enter the following command to download the data from the server:
   get file.name
8. Enter the following command to end your FTP session:
   quit

FTPS (FTP over TLS)

Download instructions:

1. You need to know an IBM Support File Transfer ID (short Transfer ID) and password, or create a new user ID at https://www.secure.ecurep.ibm.com/transferids/
2. From a command prompt, terminal window, or FTPS client, FTP to the following site:
   Note: Now would be a good time to note the current 'pre-ftp' directory, as this will be where your downloaded files will be located.
   ftp -s ftps.ecurep.ibm.com
   Note: The example shows the command string on AIX. Depending on the ftps client you are using, the command might be different.
   Note: Contact your support representative to check for the preferred server for downloading the files.
3. Login using your Transfer ID.
4. Enter your Transfer ID password.
5. Enter passive mode because most Corporate firewalls allow passive mode only.
   passive
6. Change your directory to the /fromibm directory by entering the following command:
   cd fromibm
7. To retrieve your file(s), change your directory to the directory specified by your Support Representative by entering the following command:
   cd <43 character directory>
   Note: You cannot list the available directories using the dir command,. You need to know the directory.
8. Enter the following command to list the files in the directory:
   dir
9. Enter the following command to enable binary mode for the FTP session:
   binary
10. Enter the following command to download the data from the server:
    get file.name
11. Enter the following command to end your FTP session:
    quit

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