Rational support

For problem determination to begin on your Service Request also known as Problem Management Report (PMR), follow one of the convenient methods below to submit diagnostic information to IBM® Software Technical Support.

• IBM Support Assistant (ISA)
• Service Request (SR)
• ServiceLink / IBMLink
• Enhanced Customer Data Repository (ECuRep)
• Testcase
• E-mail (available for select products only)

For information about using each of these services, follow these links:

• Collecting and submitting files using ISA and SR
• Attaching files to a PMR using SR
• How ServiceLink/IBMLink users should submit files
• Uploading files directly to ECuRep or Testcase using standard data upload methods like FTP, HTTP
• Uploading files directly to ECuRep or Testcase using Secure data upload methods like FTPS, SFTP, HTTPS
• E-mailing files directly to ECuRep
• Receiving files from IBM Technical Support

Notes:

• Do not submit files until you have opened a problem record (PMR) with the support center.
  If you do not have an open PMR you can:
  • Create one now via SR or ServiceLink/IBMLink
  • Or call the support center directly.
• You should compress the files to be transferred using the ZIP or TAR format.
• z/OS and MVS customers should use the TRSMAIN program to compress their files. You can also download the TRSMAIN utility from our FTP site.
• For help with ECuRep, see IBM Enhanced Customer Data Repository Service.
• Your files will be deleted from the server 7 days after the PMR (Problem Management Record) is closed.

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 will also simplify 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.

Customers that are registered and on an authorized caller list can use the SR tool to submit and manage new or existing Problem Management Records on demand. For more information, see Using the Service Request tool for managing problem management records.

For existing PMRs:

1. Sign onto SR.
2. On the Welcome page, enter the PMR number in the Enter a service request number field and click Go.
3. Scroll down to the Attach additional files field.
4. Click Browse to locate the log or trace file that you want to submit to IBM Support.
5. Click Submit to transfer your file to IBM Technical Support through FTP (ECuRep) and associated with this PMR.

For new PMRs:

1. Create one now via ESR and attach your files.

Customers with z/OS products using ServiceLink / IBMLink to submit PMRs should send data to the support team using one of the servers (ECuRep or Testcase) via email or FTP.

Note: Sending data via email is only possible for ECuRep. This facility is not available in Testcase.

• Uploading files directly to ECuRep
• E-mailing files directly to ECuRep

Uploading files directly to ECuRep or Testcase using FTP:

To submit files using FTP, you will need your Branch and Country code associated with the PMR record. Your Branch and Country code is part of the PMR record identifier; also known as the PMR number. See PMR naming convention in step 6.

How to submit files to the FTP server at:
ftp://ftp.ecurep.ibm.com/ for ECuRep
ftp://testcase.boulder.ibm.com/ for Testcase

Note: The example below reflects procedure to upload files from ECuRep and Testcase server.

1. From a command prompt, TSO, terminal window or FTP client, FTP to the following site:
   ftp ftp.ecurep.ibm.com or
   ftp testcase.boulder.ibm.com
   
   Note: Contact your support representative to check for the preferred server for uploading the files.
2. Login as anonymous.
3. Enter your e-mail address as the password.
4. You must change to one of the directories listed.
   Note: For a list of available directories, type the dir command or check the directory listing at the bottom of this page. Confirm with the support representative of the preferred directory to use based on the technical area of the PMR For example:
   cd /toibm/linux
   cd /toibm/unix
   cd /toibm/mvs
   cd /toibm/windows
5. Enter the following command to enable binary mode for the FTP session:
   binary
6. Use the following file naming convention to name your file and put it on the server.
   Caution: The file must use this format to be associated with the PMR; this is the complete PMR record number. Using any other file name will cause the file to be deleted. The ECuRep Website contains the required information for the file naming syntax that must be used in order for the tool to update the PMR correctly.
   Enter your PMR record information and file type:
   xxxxx.bbb.ccc.yyy.zzz
   Where,
     xxxxx     is the PMR number
     bbb      is the Branch
     ccc       is the Country code
     yyy        is a unique file name
     zzz        is the file type or file extension (ZIP, TAR, TRS, CRY or CRY64)
   Examples:
   12345.055.000.collector01_29_Aug_06.zip
   12345.055.000.collector02_30_Aug_06.zip
   14143.055.724.dump.TRS
   Note: You should compress the file to be transferred using ZIP, TAR or TSRMAIN.
7. Enter the following command to put the file on the server:
   put file_name
   Examples:
   put 12345.055.000.collector01_29_Aug_06.zip
   put 12345.055.000.collector02_30_Aug_06.zip
   put 'DSNAME.TRS' 34143.055.724.dump.TRS
8. Enter the following command to end your FTP session:
   quit

Notes:

• IBM technical support representatives can provide information back to you through FTP in a different directory. For more details, see Receiving files from IBM Technical Support.
• You can send 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 PMR number as part of the file name.
• You must use binary type transfer for binary files and ASCII type transfer for text files. Use the binary or ascii commands before using the put command.
• 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.
• MVS customers can refer to the directions for encrypting your dataset, if necessary, and the required file naming conventions

Uploading files directly to ECuRep or Testcase using HTTP:

To use this facility, simply access the URL provided below from your web browser. You will be presented with a login page and should login as follows:

• Login as Anonymous users from the Internet
• No password is required for anonymous login
• Once logged in, you may use your web browser to navigate through the directory structure and upload files

URLs for HTTP upload:
http://testcase.boulder.ibm.com/
http://www.ecurep.ibm.com/app/upload/

Note: Some web browsers have limitations on the sizes of files that may be transmitted. The FTP or FTPS protocol may need to be used for transfer of very large files.

Secure data upload for Ecurep:

Refer to the following link for information on using Secure data upload for ECuRep:
http://www-05.ibm.com/de/support/ecurep/secure_data_upload.html.

Secure data upload method for Testcase:

Note: SFTP is not supported on Testcase but FTPS is supported.

Secure HTTP over SSL/TLS (HTTPS) file transfers can be performed using a web browser to access Testcase Data Exchange.

To use this facility, simply access the URL https://testcase.boulder.ibm.com/ from your web browser. You will be presented with a login page and should login as follows:

• Login as Anonymous users from the Internet
• No password is required for anonymous login
• Once logged in, you may use your web browser to navigate through the directory structure and upload files

URLs for HTTP upload:
https://testcase.boulder.ibm.com/
https://www.ecurep.ibm.com/app/upload/

Note: Some web browsers have limitations on the sizes of files that may be transmitted. The FTP or FTPS protocol may need to be used for transfer of very large files.

You can attach your diagnostic data to a note and e-mail it to the IBM Enhanced Customer Data Repository (ECuRep) Mail Gateway. If the data you send (outputs, traces, compressed file, etc.) is less than 20 MB, you can e-mail it to IBM Technical Support by performing the following steps:

1. Create an e-mail message and send it to the email address provided by your support representative.
   Note: Contact your support representative to get the preferred email address to be used for sending data to ECuRep for your particular area of technology.
2. Your PMR number, separated by commas, must appear somewhere in the Subject line:
   
   optional_text xxxxx,bbb,ccc optional_text
   Where,
     xxxxx     is the PMR number
     bbb      is the Branch
     ccc       is the Country code
     text       is any other text
   Examples:
   12345,055,000
   12345,055,000 - requested traces
   PMR # 12345,055,000
   PMR # 12345,055,000 - odstat.txt and logs
   PMR 12345 055 000 here are the testcase files
   Note: If you do not already have a PMR 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 e-mail is processed. If your e-mail cannot be associated to an existing PMR, it will be tagged as lost and eventually deleted.
   Note: Depending on your internet connection and e-mail 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.

Learn more about file naming.

Learn more about the ECuRep Mail gateway.

Occasionally IBM Technical Support needs to make files available for customer download. In the event that you need to pull a file from the IBM FTP site, use the following instructions and the exact directory and filename name provided by your IBM support representative:

1. From a command prompt, terminal window, or FTP 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 ftp.ecurep.ibm.com
   ftp testcase.boulder.ibm.com
   Note: Contact your support representative to check for the preferred server for downloading the files.
2. Login as anonymous.
3. Enter your e-mail address as the 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 <directory>
   Note: For a list of available directories, type the dir command or check the directory listing at the bottom of this page.
6. Enter the following command to enable binary mode for the FTP session:
   binary
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