Remedy - SFT - Steps to send logs, files, screenshots, etc to BMC Support for a Remedy Product related case - INCLUDES VIDEO

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Remedy - SFT - Steps to send logs, files, screenshots, etc to BMC Support for a Remedy Product related case - INCLUDES VIDEO
Remedy - SFT - Steps to send logs, files, screenshots, etc to BMC Support for a Remedy Product related case - INCLUDES VIDEO
Remedy AR System Server
AR System
All Remedy Product line.
Remedy AR System Server
AR System
All Remedy Product line.
What are the steps to send logs, files, screenshots, etc to BMC Support for a Remedy Product related case?.
This knowledge article may contain information that does not apply to version 21.05 or later which runs in a container environment. Please refer to Article Number 000385088 for more information about troubleshooting BMC products in containers.

Please check the below information:

Option 1 (preferred): Upload files directly to the Case
1- Login at www.bmc.com/support and under Manage Your Cases > Submit and Manage Cases open an existing Case or create a New Case if this is a new issue.
2- 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 other files are required to upload for a different Case, open that Case first and upload specifically there.

Option 2: Upload files via SFT (Secure File Transfer)
Demo video

         


Access the tool here:
Secure File Transfer (SFT) application

Also, find attached in this article the User Guide PDF file.


Option 3: Email files to the Case
Email the files to the Case using any of the official emails received from customer_support@bmc.com 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.


Benefits of SFT
- Meets all security & GDPR requirements.
- Simplified customer experience.
- No separate account setup needed.
- Customer accounts provisioned by Support Central registration.
- Supports all modern, secure protocols.
- Full HA/DR: services remain available during patch maintenance.


 
Remedy AR System Server
AR System
All Remedy Product line.
Attachment(s):
SFT_User_Guide.pdf