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: Apr 30 23:59:59 2019 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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