Mail Gateway

The IBM Enhanced Customer Data Repository (ECuRep) is providing a mail gateway to offer customers the ability to deliver data associated with PMRs to IBM by mail.

Please do not send mails to the mail gateway addresses without authorization from an IBM support center representative. Your IBM representative will supply further instructions and the mail address.

Please note that there is a maximum mail size that is accepted by our mail servers. Currently it is set to 20 MByte.

The mails sent to the gateway are processed by automated processes, so you are required to provide some information in the mail subject (see Mail Subject Naming Conventions).

After the mail has been processed you will get a reply about the status to the reply address provided. If you get information stating that the mail 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 mail can be identified and processed manually with the reference number provided.

Mail Subject Naming Conventions
The mails are processed automatically. The subject of each mail must follow a naming convention to allow support tools to store the mail and its attachments to the proper directories and update the PMR to indicate that new data is available. A PMR is identified by its ID which is built out of the PMR number, the branch office, and the country code.

If a mail cannot be associated to an existing PMR, it will be tagged as lost and eventually deleted.

Mail Subject:
PMR xxxxx bbb ccc text

Example:

PMR 34143 055 724 here are the testcase files.
Some additional remarks about the mail subject:

• You won't get any reply unless a PMR ID is in the mail subject
• Unidentified mails are automatically deleted after 7 days
• Reply texts, like Reply: or Forward in front of the PMR ID are allowed
• Numbers in front of the PMR identification are forbidden