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Remedy AR System Server
All Remedy Product line.
What are the steps to send logs, files, screenshots, etc to BMC Support for a Remedy Product related case?.
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)
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
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.