Once a case has been opened in CA Support Online, files can be transferred using 3 methods:
Method #1: Email *
Emailing a file to a case is supported under the following conditions:
- The file must be less than 2 MB*
- Case number must be in the "Subject" line of email otherwise it will not be routed
- Email to: email@example.com
- Attach your file
Important: Email attachments are not secure during transfer. If you need to secure your email attachment, please
encrypt the file before attaching it and ensure you provide the decryption key information to the CA support engineer
verbally or in a separate email.
Your email is stored on a secure CA Technologies server. Emails that you have been sent to CA Support can be viewed
by selecting the Attachments tab when viewing your case on CA Support Online.
Method #2: Using the CA Support Online Secure File Transfer Web Client
Once logged into CA Support Online, you can access the Web client from the File Attachments tab of the CA Support
Online Case Details page by clicking on the "Manage Case File Attachments" link.
The Web Client:
- Uses HTTP using SSL (HTTPS) as a transfer protocol
- Employs a drag-and-drop interface and has no file size limitations other than those that might be imposed by your browser.
- Can be used to transfer files to CA Support or obtain files from CA Support under secure transfer conditions.
Method #3: SFTPing or FTPing files for cases
Submitting files using the SFTP or FTP features will require the following:
- Server name: supportftp.ca.com
- Log in using your CA Support Online user ID and password
- Use TCP port 22 for SFTP, if required
- Use TCP port 21 for FTP, if require
- If sending files to CA Technologies, use the following path:
- If downloading files from CA Technologies then use the following path:
Regardless of method you have used to provide your files the following activity will occur
- You will receive notification that file has been received and logged by CA Support
- An update is made to the case record
- The CA support engineer is notified regarding the update.
For more information about using SFTP and FTP, see the CA Support Online Secure File Transfer and Secure File Storage