Note: 20 megabytes is the maximum email size that is accepted by our email servers.



Overview

Please do not send emails without authorization from an IBM support center representative. Your IBM representative will supply further instructions and the email address. The emails sent are processed by automated processes, so you are required to provide some information in the email subject.

After the email has been processed you will get a reply about the status to the reply address provided. If you get information stating that the email could not be processed because of problems with a naming convention or because the PMR number provided was not valid, the reply message will contain a reference number. Please contact your IBM representative in such cases. The email can be identified and processed manually with the reference number provided.

Email subject naming convention

Emails are processed automatically. The subject of each email must follow a naming convention to allow support tools to store the email and its attachments to the proper directories and update the problem record to indicate that new data is available. 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>.

Email subject naming conventions:

  • - File naming convention for PMR tickets:
  • - File naming convention for RCMS tickets:
  • - File naming convention for CROSS tickets:

Please note:
Emails for RCMS- and CROSS-tickets are only supported for the mail addresses , , !

Naming convention details instancing a PMR ticket:

Field Explanation Sample
xxxxx PMR Number 34143
bbb Branch Office 055
ccc 724
text Any other text testcase data

Email (secure)

The IBM Enhanced Customer Data Repository (ECuRep) makes a mail gateway available to give customers the ability to deliver data associated with PMRs to IBM by mail. The mail gateway server offers TLS encryption for all incoming (and outgoing) mail. TLS encryption is the preferred transport when talking to a mail server that supports TLS encryption. The certificate of the remote server is not verified, this means we allow the use of self signed certificates. The ECuRep mail gateway server use the following certificate:

Server certificate

Field Value
Public Key: RSA 2048 bit
Symmetric key: AES 256 bit
Valid until: Mar 26 08:23:07 2015 GMT
Certificate Chain: 0: CN=mail.mainz.ibm.com
1: CN=GeoTrust SSL CA
2: CN=GeoTrust Global CA
3: Subject: C=US, O=Equifax, OU=Equifax Secure Certificate Authority
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Server certificate


-----BEGIN CERTIFICATE-----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-----END CERTIFICATE-----  		
		
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