Secure File Transfer (SFT)

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    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    PRODUCT:

    Customer Support Web


    COMPONENT:

    Customer Support Web


    APPLIES TO:

    ftp.bmc.com



    DETAILS:

     

    Secure File Transfer (SFT)

    Please note that ftp.bmc.com/incoming is retiring on Feb 3rd 2020 and customers should use mft.bmc.com

    Here is some useful information about uploading files:

    For uncompressed files less than 2GB, you can attach files to the case via the Web site at http://bmc.com/support

    Click on the case number in question=> Scroll down under Case Updates and click on "File". 
    You can Browse and select a file, then click Share.

    If the file is larger than 2GB uncompressed, you can use our Secure File Transfer (SFT) service which uses your BMC registration. 

    SFT replaces the need to create a secure FTP account with BMC as it uses the secure user ID and unique password of your registration.

    Here's a link to the Secure File Transfer (SFT) instructions:
    http://documents.bmc.com/products/documents/78/99/517899/517899.pdf

    Here's a link to a how-to video:
    https://www.youtube.com/watch?v=2SfnIOWxCzU

    User Guide:

    BMC has implemented a new secure file transfer tool supporting SFTP, FTPS, and HTTPS protocols

    The protocols available are as follows:

      
       
    • HTTPS – URL: https://mft.bmc.com

    •  
    • sftp - host mft.bmc.com and port 22

    •  
    • ftps - host mft.bmc.com and port 990

      
       

    Within this Guide, it is stated how folders and files should be named for uploading files. It is important that users follow such a cadence such that Customer Support will be able to locate files.

       
        
    • Customers will login to the tool with their registered BMC account.

            
            
      • A registered BMC account is required with support subscription.

      •     
      • Each person will have their own account.

      •    
    •   
    • Important: Logging in the first time provisions (creates) an account in the tool. For customers to receive files from Customer Support, they must have logged in at least once.

    •   
    • Upon login customers will land in their home directory.

    •   
    • Customers can only see their files and folders.

    •   
    • Uploading a file

            
            
      • When Customer Support requests a file for a support case, the customer will be asked to create a folder for the file(s) and name it ‘case_<case number>’ (i.e. case_012345).

      •     
      • Once a customer uploads a file, Customer Support will be able to access it.

      •     
      • Note: customer files are automatically removed after 30 days.

      •    
    •   
    • Downloading a Customer Support shared folder/file

            
            
      • When Customer Support shares a folder with a customer, the customer will receive an email where the customer will be asked to accept/reject the shared folder.

      •     
      • Assuming a customer accepts a shared folder, the files within will be available for download when the customer logs into the tool.

      •     
      • Shared folders appear in the UI with two ‘people’ icons on them .

      •     
      • Customer Support shared folders should be named in the format ‘outgoing_case_<case number>’.

      •    
    •  
       

    Customer logs in for first time:

    User-added image

    Customer Support requests customer to create a folder for a support case and place files needed to troubleshoot an issue. Customer will click ‘New Folder’ and create a folder for the case following folder naming convention.

    User-added image

    User-added image


    Within the new folder the customer places the file needed to troubleshoot the case via drag and drop.

    User-added image

    Once the upload completes, the file will be available for Customer Support.

    User-added image

    Which protocol is best to use?
    In terms of speed, if a user has a choice, HTTPS or ftps are recommended as they are faster than sftp.

    Why is the tool downloading a zip file when only wanting to download a file in the web app (HTTPS)?
    If a user clicks a file itself as in the below screenshot, it is hyperlinked to just download that one file. This will likely be the preferred method. If a user clicks the check boxes next to one or more files and clicks the download button at the bottom of the screen, the tool will download a zip file containing the file(s) selected – even for one file.

    User-added image
    Why do I see a file created/modified greater than 30 days when files should be deleted after 30 days? 
    This is likely a shared file from Customer Support. Customer Support shared files do not get deleted after 30 days. 

    What IPs should be whitelisted if a customer needs to whitelist IPs for tool access?
    Hostname = mft.bmc.com
    Production IPs:
    198.147.194.181 &
    198.147.194.182
    DR IP:
    198.175.230.239


    For Mainframe customers please see these Knowledge Articles

    KA 000173957
    What firewall ports do I need to open when using FTPS on mft.bmc.com?

    https://urldefense.proofpoint.com/v2/url?u=https-3A__bmcsites.force.com_casemgmt_sc-5FKnowledgeArticle-3Fsfdcid-3DkA01O000000e96ASAQ-26type-3DFAQ&d=DwIFAw&c=9g4MJkl2VjLjS6R4ei18BA&r=X6_BMd8BhTLNclOti7sL8tfukZtlIY2_QEgaBX5Adqo&m=fD0q5wcInd6o88JuT8SnNbV5RaVw3SsC2SSP0U0Jev0&s=OmGyAe-nqD_5FbJo8lS3tNayhLP932ZmI5TTxEKwCdI&e=

    KA 000180309
    Which SYSFTPD FTP parms should we use for the new mft.bmc.com site?

    https://urldefense.proofpoint.com/v2/url?u=https-3A__bmcsites.force.com_casemgmt_sc-5FKnowledgeArticle-3Fsfdcid-3DkA01O000000eEFWSA2-26type-3DFAQ&d=DwIFAw&c=9g4MJkl2VjLjS6R4ei18BA&r=X6_BMd8BhTLNclOti7sL8tfukZtlIY2_QEgaBX5Adqo&m=fD0q5wcInd6o88JuT8SnNbV5RaVw3SsC2SSP0U0Jev0&s=IPHtjU3uDKV6FKceyc4ilotl8dgbrCIXbwmbMidy_c4&e=
     

      
      

     

     


    Article Number:

    000180910


    Article Type:

    Product/Service Description



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