There are three basic steps that need to be followed in order to prepare your data. Note: These steps apply to all products except hardware, IBM i, z/OS, z/VM, and z/VSE products.

  1. Gather diagnostic data.
    • Your IBM SSR will inform you what diagnostic data is required.
    • Your IBM SSR will provide you with a Problem Management Record number (PMR). Write this down.
  2. Compress data
    • All diagnostic data delivered electronically to IBM must be in a compressed or packed format following the IBM file naming conventions.
    • 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>.
    • - File naming convention for PMR tickets:
      • File naming convention: xxxxx.bbb.ccc.yyy.yyy
      • Example: 34123.055.724.Filename.zip (<PMR id>.<branch_office>.<country_code>.<filename>)
    • - File naming convention for RCMS tickets:
      • File naming convention: rcms<xxxxxxx>.ccc.yyy.yyy
      • Example: rcms011H567.002.Filename.zip (rcms<ticket id>.<country_code>.<filename>)
    • - File naming convention for CROSS tickets:
      • File naming convention: cross<xxxxxxx>.yyy.yyy
      • Examples for CROSS service request number: cross011H567.Filename.zip (cross<ticket id>.<filename>)
    • Naming convention details instancing a PMR ticket:
      Field Description Sample
      xxxxx PMR number 43123
      bbbb Branch office number 055
      ccc
      		 IBM country code 724
      yyy.yyy Short description of the file Zip or Tar
  3. Send data
    • Send data to IBM using the most appropriate method. The preferred method is FTP.
    • Your IBM SSR will inform you what directory to use.

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