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Note: 20 megabytes is the maximum email size that is accepted by our email servers.
Overview
Only send emails with permission from IBM Support, who will provide instructions and the email address. Include necessary information in the email subject as it's processed by automated systems.
Avoid using email for sensitive information. Instead, use HTTPS, SFTP, or FTPS data upload options for sharing sensitive data with IBM Support.
We advise sending files via HTTPS protocol, as all emails undergo Cloud-based Virus and Malware Scanning. This process may remove certain file types or attachments exceeding the maximum allowed size.
After processing, you'll receive a reply regarding the email's status at the provided reply address. If the email couldn't be processed due to naming convention issues or an invalid ticket number, the reply will include a reference number. In such cases, contact IBM Support. You can manually identify and process the email using the provided reference number.
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 <TSxxxxxxxxx> or CROSS number <xxxxxxx> 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 indicators, such as "Reply:" or "Forward", are allowed in front of the problem record ID
- The identifiers for problem records (such as Case or CROSS) must not be prefixed with numbers
- 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 cases:
- Email naming convention: CASE TSxxxxxxxxx text
- Examples: Case TS00001234 This is an SF case ticket
- File naming convention for CROSS tickets:
- Email naming convention: CROSS xxxxxxx text
- Examples: CROSS 0123456 this is a xSeries HW file
Please note:
CROSS-tickets are only supported for certain email addresses only! Check with IBM Support.
Email (secure)
The IBM Enhanced Customer Data Repository (ECuRep) provides a mail gateway for customers to send ticket-related data to IBM via email. This mail gateway uses TLS encryption for all incoming and outgoing emails, which is the recommended method for secure communication with mail servers that support it. Note that the remote server's certificate is not verified, allowing the use of self-signed certificates. You can find more details about the encryption options available in the "Encryption" tab.
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Document Information
Modified date:
07 March 2025
UID
ibm10739629