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How to send files to IBM Retail Store Solutions Technical Support
 Technote (FAQ)
 
Question
How do I send files to the IBM Retail Store Solutions technical support teams (hardware, drivers & software)?
 
Answer
There is a new way to send documentation to the IBM Retail Store Solutions technical support teams. Please use this document to understand and adopt the new, less restrictive approach to getting IBM files needed in support of software and hardware problems.

The link at the bottom of this document references the prior file transmission method for Retail Store Solutions technical support. Please be aware that the old link and file transmission method will be disabled by the end of the year (2009).

To Submit files to IBM in support of a PMR (or PMH)

1. Obtain a PMR (or PMH) number using the method currently used. The PMR will have the following format: aaaaa,bbb,ccc where:

  • aaaaa is the PMR number
  • bbb is the IBM branch office number
  • ccc is the IBM country code

2. Prepare the data by compressing all of the files/data into a single file in zip format. For additional packaging requirements, please see the "How to package files" topic in the Documentation Standardization document referenced below.

3. Upload the zip file to the secure server using your web browser:

  • Connect to https://www.ecurep.ibm.com/app/upload
  • Fill in the complete PMR number (e.g. 12345,123,000) in the 'PMR number' field
  • Choose 'Other' from the 'Upload is for' pull down menu
  • Enter your email address (to receive confirmation of a successful upload) in the 'Email address' field
  • Press the 'Submit' button

    The first screen looks like this:


  • A second screen displays where the files are specified. Either enter the file name or press the 'Browse' button to navigate to the file(s) location.
  • Once selected, press the 'Submit' button.

      The file selection screen looks like this:

    • After pressing 'Submit', you will see a popup box indicating whether the file was successfully received and an email confirming it as well (if an email address was specified).
    • The IBM Retail Support specialists working your PMR (or PMH) will also be notified that there has been a file (or files) sent in for the problem.

    Alternatively, you can FTP the files directly to this site, but strict file naming conventions must be followed. We prefer the method documented in this article to insure that there are no delays encountered in getting your files to IBM and your problem resolved. However, if you prefer to FTP the files directly to IBM, the instructions are contained on this web site: http://www-05.ibm.com/de/support/ecurep/index.html

    Terms used above:

    • PMR: Software Problem Management Record
    • PMH: Hardware Problem Management Record
     
    Related information
    How to send files... (the previous method)
    Documentation Standardization
    The New 'Upload Files' site
     
     
    Cross Reference information
    Segment Product Component Platform Version Edition
    Point of Sale Software4690 Environment for Linux (EL)Not ApplicableAllAll
    Point of Sale SoftwareChain Drug Sales ApplicationGeneralAllAll
    Point of Sale SoftwareCheckout Environment for Consumer Service (CHEC)Not Applicable46901.0
    Point of Sale SoftwareElectronic Journal (EJ)General46901.0, 2.0
    Point of Sale SoftwareGeneral Sales Application (GSA)General4690All
    Point of Sale SoftwareIBM Retail Environment for SuSE LinuxGeneral Support InformationLinuxVersion Independent
    Point of Sale SoftwareICEsoft BrowserGeneral Support InformationAllAll
    Point of Sale SoftwareRetail Interchange (RI)Not ApplicableAllAll
    Point of Sale SoftwareSelf-Checkout SolutionGeneralAllAll
    Point of Sale SoftwareStore Integration FrameworkGeneral4690V1, V2, V3
    Point of Sale SoftwareStorePayNot ApplicableAllAll
    Point of Sale SoftwareSupermarket ApplicationGeneral46901.0
    Point of Sale SoftwareSUREPOS ACE & SUREPOS EPSGeneral4690ALL
    Point of Sale HardwareGeneralGeneralAllAll
    Point of Sale HardwareJavaPOSGeneralPlatform IndependentVersion Independent
    Point of Sale HardwareOPOS ('OLE for Retail' Point of Sale)GeneralPlatform IndependentVersion Independent
    Point of Sale HardwarePOSS for DOS (Point of Sale Subsystem)GeneralDOSVersion 1.4.0, Version 2.0.0, Version 2.1.0, Version 2.1.1
    Point of Sale HardwarePOSS for LinuxGeneralLinuxPOSS for Linux 1.0, POSS for Linux 1.1, POSS for Linux 1.12, POSS for Linux 1.20, POSS for Linux 1.30
    Point of Sale HardwarePOSS for Windows (Point of Sale Subsystem)GeneralWindowsPOS Suite 1.0.0, POS Suite 1.1.0, POS Suite 1.2.0, POS Suite 1.3.1, Version 1.4.0, Version 1.4.1, Version 1.4.2, Version 1.4.3, Version 2.3.0
    Point of Sale HardwarePOSS for OS/2 (Point of Sale Subsystem) OS/2ALL
     
    		 

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    Document information
     Product categories:
     Software
     Applications - Desktop & Enterprise
     Retail & Point of Sale
     4690 Operating System
     General support information
     Operating system(s):
      All
     Software version:
      All
     Reference #:
      R1004378
     IBM Group:
     Point of Sale
     Modified date:
     2009-05-19

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