Sending Files to z/OS Support (Communications Server and Application Time Facility Components)

Problem documentation for these level 2 support teams may be sent using FTP, Email or conventional mail.

FTP: USING FTP TO SEND DOCUMENTATION

An FTP Server is available for sending documentation and diagnostic information (associated with a PMR) to IBM. Before delivering documentation using the Internet, you must be instructed to do so by the support representative who is working on your problem. You will need the PMR number and other necessary information which your support representative will discuss with you.


The Problem Documentation Upload Utility or PUTDOC Utility may be used when sending data directly from a z/OS system. The FTP command may be used when sending data from any platform. Use of the Secure Diagnostic Data Upload Utility (SDDUU) is not recommended for z/OS data sets, but may be used for relevant data from other platforms.

Using the Problem Documentation Upload Utility (MTFTPS)
This utility provides an alternative interface to FTP that integrates the TERSE function and (optional) file encryption. But the main benefit is for larger files (such as Stand-Alone Dumps) in that it will break up the original file into multiple pieces that are processed in parallel. This can result in a significantly reduced elapsed time when transferring data to z/OS support, which may be an important consideration when dealing with critical outages.


If the system is running z/OS 1.13, see the MVS Diagnosis: Tools and Service Aids manual for directions on how to use this utility. For earlier releases, see the IBM z/OS Problem Documentation Upload Utility page for directions to install and use this utility.


Using the PUTDOC Utility
The PUTDOC utility may be used for the placement of documentation on the server. The latest version can be obtained using the z/OS Support and Downloads site. Select PUTDOC under the Tools and Utilities column. The minimum level recommended is version 3, which was available September, 2003; the most recent version is 5.21 from April, 2008. Please specify TO(EMEA), which is the preferred location.

Step-by-Step FTP
If not using the PUTDOC or MTFTPS tool, the following procedure should be followed.
Preparing the files
We strongly recommend that all files originating from a z/OS system be tersed, regardless of size. Not only does this reduce the amount of network traffic, it also ensures that the structure inherent in the original files is not lost during transmission. Non-text RECFM V or U data sets MUST be tersed before placing on the server (examples include CTRACEs, packet traces, CCW traces, and GTF traces).

NOTE: To avoid potential file corruption due to loss of record structure, it is recommended that data sets be tersed on the originating system/LPAR before any transfers to other systems.

For z/OS 1.9 and above (plus 1.7 and 1.8 with the PTF for OA19194 applied), use the AMATERSE service aid to terse the files. For earlier systems, the TRSMAIN utility available by way of the z/OS Support and Downloads site should be used.

Files from other platforms [such as network analyzer (Sniffer) traces, network diagrams and spreadsheets] may be uploaded to z/OS and then tersed. However, it is generally better that workstation files be placed in a ZIP file instead.

Transferring the files

The ECuRep (IBM EMEA Centralized Customer Data Repository) is the preferred FTP server to be used. Files placed on this server must use the following format for the target file name. Not using the complete PMR identification in the file name will cause delays in processing.

xxxxx.bbb.ccc.yyy.type



xxxxx	PMR number
bbb	PMR branch number
ccc	PMR country number. For example; 000 for United States of America, 706 for France, ... Do not use a country abbreviation for this field.
yyy	Short description for the file (can be multiple qualifiers)
type	TRS	File is tersed
	CRY	File is tersed and encrypted1
	CRY64	File is tersed and encrypted with 64bitDES1
	ZIP	File is zipped
	other	Use an appropriate name. Supply the original data set attributes in the PMR.
		.
	(1)	Files encrypted with the eGarda encryption tool (FTPENCR or FTPENCRD) are still accepted but are not recommended. Use Secure FTP (FTP/TLS or SFTP) or the encryption option of the Problem Documentation Upload Utility instead.


For example: A dump collected for PMR 12345,49R,000 could be uploaded using the name 12345.49R.000.TCPIP.DUMP.TRS.

For file names, only use the following characters:
• Uppercase or lower-case A-Z
• Numbers 0-9
• Period (.)
• Underscore (_)
• Hyphen (-)
Using other characters may lead to unpredictable results, and may cause your file to not be processed.

The server name ftp.emea.ibm.com should be used if possible. If external DNS services are not available on your system, the IP address 192.109.81.7 can be used; but note that this address is subject to change without notice.

Files from the z/OS system should be placed in the /toibm/mvs directory. Files from a workstation (such as a zipped sniffer trace) should be placed in the /toibm/windows directory. All files (with the exception of simple readable text) should use the BINARY transfer mode. An example session run while logged into TSO is included at the end of this page.
NOTE: All directory names must be in lower case. Using an upper case name will cause the transfer to fail with a 550 xxxx: No such file or directory error. If using the ISPF Editor to prepare a batch job for the transfer, enter CAPS OFF on the command line.

FTP from a workstation would use a similar procedure. Alternatively, use any of a number of available GUI clients. Note that many such clients (and web browsers) attempt to list directory content, which will result in an error condition (such as 450 : Permission denied) since anonymous users are not allowed to list the directory's content..

Batch Job to Prepare and Send a File
The following is a sample set of JCL to terse and FTP a CTRACE data set in a single job.

//TERSE EXEC   PGM= TRSMAIN ,PARM=SPACK,REGION=0M
//SYSPRINT  DD  SYSOUT=*
//INFILE   DD   DISP=SHR,DCB=(BUFNO=15),
//         DSN=SYSG.TCPIP.D030608.T1550.CTRACE
//OUTFILE  DD   DISP=(NEW,PASS),UNIT=SYSDA,DSN=&&TERSED,
//         SPACE=(CYL,(20,20),RLSE),DCB=(BUFNO=15)
//******************************************************
//STEP01   EXEC PGM=FTP,COND=(0,NE)
//SYSPRINT DD SYSOUT=*
//OUTPUT   DD SYSOUT=*
//MYDATA   DD DSN=&&TERSED,DISP=(OLD,DELETE)
//INPUT    DD *
ftp.emea.ibm.com (timeout 720 exit=12
anonymous
my.email@whatchamacallit.com
cd /toibm/mvs
binary
sendsite
locsite fwfriendly
put //DD:MYDATA 12345.49R.000.TCPIP.TRACE.TRS
quit

For further details, see the ECuRep web page. By using this service you agree to all terms of the Service Use Agreements. Additional information specific for z/OS is also available.

EMAIL: EMAILING DOCUMENTATION

Send email messages, including attachments, to mvs_support@ecurep.ibm.com. Be sure to do the following:
• Specify the full PMR number (xxxxx,bbb,ccc) at the start of the subject line
• Do NOT email SVC dumps
• Size limit for attachments is approximately 10M, however your email system may be even more restrictive (smaller). For larger files, consider zipping the original file and attaching the resultant .zip file. If it is still too large, you must use one of the FTP methods described above.

Alternatively, the tcpdoc@us.ibm.com address may be used. If you chose this option, be sure to update the PMR with an indication that documentation has been sent. Failure to do so may delay processing.

MAIL: USING PHYSICAL MEDIA TO MAIL DOCUMENTATION

Mail tapes, CDs, or hardcopy listings to the following address. z/OS Communication Server Change Team - Lvl2 IBM - CWCA/B501/D314 3039 Cornwallis Rd. Research Triangle Park, NC 27709-2195
Note: Include the full PMR number (xxxxx,bbb,ccc) with any mailed material, along with the name of the Level 2 representative.

Example Interactive FTP Session


Menu  Utilities  Compilers  Options  Status  Help

                ISPF Primary Option Menu
  Option ===> tso ftp ftp.emea.ibm.com


 0  Settings  Terminal and user parameters       User ID . : KOHRING
 1  View      Display source data or listings    Time. . . : 12:59


 EZY2640I Using 'SYS1.TCPPARMS(FTPDATA)' for local site configuration parameters.
 EZA1450I IBM FTP CS V1R7
 EZA1554I Connecting to: ftp.emea.ibm.com port: 21.
 220-FTPD1 IBM FTP CS V1R7 at MCEFTP.ecurep.ibm.com, 18:03:04 on 2008-03-20.
 220-Welcome to the IBM Centralized Customer Data Repository (ECuRep)
 220-By using this service, you agree to all terms of the
 220-Service User Licence Agreement
 220-(see http://www.ibm.com/de/support/ecurep/service.html)!
 220-For FAQ/Documentation please see ECuRep - Homepage
 220-http://www.ibm.com/de/support/ecurep/index.html
 220-   LOGIN user: anonymous    pw: your_email_address
 220-please report questions to: ftp.emea@ecurep.ibm.com
 220 Connection will close if idle for more than 30 minutes.
 EZA1459I NAME (ftp.emea.ibm.com:KOHRING):
anonymous
 EZA1701I >>> USER anonymous
 331 Send email address as password please.
 EZA1789I PASSWORD:

 EZA1701I >>> PASS
 230-Here you can deliver/get support material to/from IBM.
 230-Directories for:
 230- deliver  use command 'cd toibm'
 230- get      use command 'cd fromibm'
 230- for CADCAM/CATIA/VPM/ENOVIA/SMARTEAM use command 'cd cadcam'
 230-Please use command 'bin' prior transfer. See special instructions
 230-displayed when changing to the sub directory.
 230 'ANONYMOUS' logged on.  Working directory is "/".
 EZA1460I Command:
cd toibm/mvs
 EZA1701I >>> CWD toibm/mvs
 250 HFS directory /toibm/mvs is the current working directory.
 EZA1460I Command:
binary
 EZA1701I >>> TYPE I
 200 Representation type is Image
 EZA1460I Command:
sendsite
 EZA1611I Usage of SITE command with PUT is OFF
 EZA1460I Command:
locsite fwfriendly
 EZA1460I Command:
put 'my.full.tersed.dataset.name' 12345.49R.000.TCPIP.DUMP.TRS
 EZA1701I >>> PASV
 227 Entering Passive Mode (192,109,81,7,254,231)
 EZA1701I >>> STOR 12345.49R.000.TCPIP.DUMP.TRS
 125 Storing data set /toibm/mvs/12345.49R.000.TCPIP.DUMP.TRS
 250 Transfer completed successfully.
 EZA1617I 9216 bytes transferred in 0.005 seconds.  Transfer rate 1696.00 Kbytes/sec.
 EZA1460I Command:
quit
 EZA1701I >>> QUIT
 221 Quit command received. Goodbye.
 ***


NOTE: The information presented in this documentation was previously maintained as Information APAR II12030.