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

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    PRODUCT:

    Remedy AR System Server


    COMPONENT:

    AR System


    APPLIES TO:

    All Remedy Product line.



    QUESTION:

    What are the steps to send logs, files, screenshots, etc to BMC Support for a Remedy Product related case?.


    ANSWER:

    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.

      
      
      

     


    Article Number:

    000172697


    Article Type:

    FAQ/Procedural



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