Enhanced Customer Data Repository (ECuRep) - Send data (email)

• Email subject-naming convention

• Email (secure)

Overview

Only send emails with permission from IBM Support, who will provide instructions and the email address. Include necessary information in the email subject as it's processed by automated systems.
Avoid using email for sensitive information. Instead, use HTTPS, SFTP, or FTPS data upload options for sharing sensitive data with IBM Support.
We advise sending files via HTTPS protocol, as all emails undergo Cloud-based Virus and Malware Scanning. This process may remove certain file types or attachments exceeding the maximum allowed size.
After processing, you'll receive a reply regarding the email's status at the provided reply address. If the email couldn't be processed due to naming convention issues or an invalid ticket number, the reply will include a reference number. In such cases, contact IBM Support. You can manually identify and process the email using the provided reference number.

Back to top

Email subject-naming convention

Emails are processed automatically. The subject of each email must follow a naming convention. This convention allows support tools to store the email and its attachments to the proper directories and to update the problem record to indicate that new data is available. A problem record is identified by its ID that is built out of the CSP Case ID <TSxxxxxxxxx> or CROSS number <xxxxxxx> and the country code <ccc>.

• A reply is only sent if a valid problem record ID is found in the email subject
• Unidentified emails are automatically deleted after 7 days
• Reply indicators, such as "Reply:" or "Forward", are allowed in front of the problem record ID
• The identifiers for problem records (such as Case or CROSS) must not be prefixed with numbers
• If an email cannot be associated to an existing ticket, it is tagged as lost and eventually deleted.

Email subject-naming conventions:

• File naming convention for IBM MySupport cases:
  • Email naming convention: CASE TSxxxxxxxxx text
  • Examples: Case TS00001234 This is an SF case ticket
• File naming convention for CROSS tickets:

  • Email naming convention: CROSS xxxxxxx text
  • Examples: CROSS 0123456 this is a xSeries HW file

Please note:
CROSS-tickets are only supported for certain email addresses only! Check with IBM Support.

Back to top

Email (secure)

The IBM Enhanced Customer Data Repository (ECuRep) provides a mail gateway for customers to send ticket-related data to IBM via email. This mail gateway uses TLS encryption for all incoming and outgoing emails, which is the recommended method for secure communication with mail servers that support it. Note that the remote server's certificate is not verified, allowing the use of self-signed certificates. You can find more details about the encryption options available in the "Encryption" tab. 

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

• Email troubleshooting

Back to top

Related links

• Email us if you need assistance using Enhanced Customer Data Repository (ECuRep)
• IBM Support Guide
• IBM terms of use for Exchanging diagnostic data with IBM