Option 1 (preferred): Upload files directly to the Case
- Login at http://www.bmc.com/support and under "Manage Your Cases" -> "Submit and Manage Cases" User needs to open 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 the user 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. User needs to login with BMC registered user that is currently use at http://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 the user 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
To help users start using the new SFT application, following User Guide video and documents are created:
SFT User Guide Document -In case if SFT Link is not working then download attached PDF
SFT User Guide Video
Note Make sure to zip the Backup(.bak) file before uploading and the maximum size for uploading is 150 GB.