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.
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>.
You won't get any reply unless a valid problem record ID is in the email subject
Unidentified emails are automatically deleted after 7 days
Reply texts, like "Reply:" or "Forward" in front of the problem record ID are allowed
Numbers in front of the problem record identification (PMR, RCMS, or CROSS) are forbidden
If an email cannot be associated to an existing PMR, it will be tagged as lost and eventually deleted.
Email subject naming conventions:
File naming convention for IBM MySupport (SalesForce) cases:
Email naming convention: CASE TSxxxxxxxxx text
Examples: Case TS00001234 This is a SF case ticket
File naming convention for PMR tickets:
Email naming convention: PMR xxxxx bbb ccc text
Example: PMR 34143 055 724 here are the testcase files
File naming convention for RCMS tickets:
Email naming convention: RCMS xxxxxxx ccc text
Example: RCMS 0123456 724 this is a statesafe file
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: