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.
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