Open a problem record

Do not submit files until you have opened a problem record with the support center.
If you do not have an open PMR
you can create one now via :


Collecting and submitting files using ISA and SR

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.



Attaching files to a PMR using SR

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:

For new PMRs:


How ServiceLink/IBMLink users should submit 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 FTP using the Problem Documentation Upload Utility, or compressed with AMATERSE and FTP, or email.
Note: Sending data via email is only possible for ECuRep. This facility is not available in Testcase.


Receiving files from IBM Technical Support

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:
Download instructions:

Related links