What are the steps to send logs, files, screenshots, etc to BMC Software related to a Support Case?
Additional Information regarding SFT usage and retirement dates for FTP and SFTP:
Option 1 (preferred): Upload files directly to the Case
Login at www.bmc.com/support and under "Manage Your Cases" -> "Submit and Manage Cases" open your existing Case or create a New Case if this is a new issue.
At the bottom of the Case details, click the "File" option and upload all relevant files to that Case.
NOTE 1: The file size limit is 2GB for each file.
NOTE 2: Only upload files that relate to the specific Case. If you need to upload other files for a different Case, open that Case first and upload specifically there.
Option 2: Upload files via SFT (Secure File Transfer)
a. Connect using one of the following 3 protocols
- Via browser using HTTPS at https://mft.bmc.com
- Via ftp client using SFTP at mft.bmc.com port 22 (NOTE: transfer all files in binary mode regardless of file type)
- Via ftp client using FTPS at mft.bmc.com port 990 (NOTE: transfer all files in binary mode regardless of file type)
b. Login with your BMC registered user that you currently use at www.bmc.com/support
NOTE 1: This must be the same email address in the Contact information of the current Support Case
NOTE 2: The user name for login must be the full email address, not an alias or nickname
c. Mandatory: Create a directory named: case_#####
Or navigate to the existing case_##### directory if you have already sent files for this Case previously
d. Upload the files to case_##### directory
e. Notify the technician in the Case that the files have been uploaded
Option 3: Email files to the Case
Email the files to the Case using any of the official emails you have received from firstname.lastname@example.org specifically for the relevant Case number.
The files are automatically attached to the case.
NOTE: Many email servers have file size limits that make this option less effective than the above options and can cause emails or files to be lost.
NOTE: The option for sending files to ftp.bmc.com/incoming is no longer available as of Feb 2, 2020