CA Support Online Secure File Transfer and Secure File Storage - CA Technologies
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CA Support Online Secure File Transfer and Secure File Storage (SFTS)

FAQS About the Secure Transport Server
What is the Secure Transport Server name?
What is the fully qualified path to my case files?
What file extensions are supported for file transfer?
Can I transfer folders to the Secure Transport Server?
Can I delete files and folders on the Secure Transport Server?
Can I overwrite an existing file?
Can I rename an existing file?
Can I change a description for a transferred file?

FAQs About CA Support Online Secure File Transfer Clients
What versions of the Java Runtime Environment (JRE) does the CA Support Online secure file transfer client support?
What happens if I don't have the JRE installed or I have an older version?
What file transfer protocol is used by the CA Support Online file transfer clients?
How do I launch the CA Support Online secure file transfer clients?
How do I navigate in the CA Support Online secure file transfer JRE client?
How do I navigate in the CA Support Online secure file transfer non-JRE client?
Are there any restrictions on the size of the files being transferred?
Can I select multiple files to transfer?
How do I drag and drop files?
Can I do file transfers for multiple cases at the same time?
Can I cancel a file transfer?
Can I pause and resume a file transfer?
Can I reorder the files to be transferred?
What are the local hash and remote hash statuses in the CA Support Online secure file transfer client?
Why do I get file transfer error after the file has been 'seemingly' transferred?
After I successfully transfer a file, when viewing my case, why do I not see the file display in the list of files for the case?
Why can't I access case file attachments as a CA Support Online Indirect User?
Why after I select a file from my PC to upload using the transfer client am I unable to upload the selected file?

FAQs About Transferring Files Without Using the CA Support Secure File Transfer Clients
What file transfer protocols are supported?
What TCP ports are used?
Should I be transferring files using Binary mode?
What user ID and password should I be using?
Why am I required to use a user ID and password?
Is Public Key Authentication (Certificates) supported?
How do I transfer files to or from a mainframe securely?
Sample z/OS JCL for creating a new HFS file system
Sample z/OS JCL for Uploading files to CA using Password based SFTP Authentication
Sample z/OS JCL for Downloading files from CA using Password based SFTP Authentication
Sample z/OS JCL for Uploading files to CA using FTP
Sample z/OS JCL for Downloading files from CA using FTP

FAQs About CA High Security Support (HSS) Offering
How are CA High Security Support case attachment files transferred?
How are CA High Security Support case attachment files stored?

FAQs About Error Messages
Why do I get a 403 Forbidden access message when trying to upload my file?
Why do I get a pop-up message that says Access Denied when uploading my file using the full-featured client?
Why do I get an Authorization error telling me that my access to the secure file repository could not be verified?

FAQS About the Secure Transport Server

What is the Secure Transport Server name?

supportftp.ca.com

What is the fully qualified path to my case files?

If you are uploading files to CA, use the following path:

sftp://supportftp.ca.com/site number/case number/files_from_customer

If you are downloading files from CA, use the following path:

sftp://supportftp.ca.com/site number/case number/files_from_ca

What file extensions are supported for file transfer?

The Allowed File Extensions for File Transfer link on the File Attachments tab on the CA Support Online Case Details page lists the supported file extensions.

Can I transfer folders to the Secure Transport Server?

No.

Can I delete files and folders on the Secure Transport Server?

You can delete files in the files_from_customer folder on the Secure Transport Server.

You cannot delete:
  • Files in the files_from_ca folder on the Secure Transport Server.
  • The two folders (files_from _customer and files_from_ca) on the Secure Transport Server.

Can I overwrite an existing file?

Yes, you will overwrite the existing file when transferring a file to a destination folder where a file with the same name already exists.

Can I rename an existing file?

No. If you are uploading a new file with the same name as an existing file, and do not want to overwrite the existing file, rename the new file before uploading.

Can I change a description for a transferred file?

Yes, to change the description of a file:
  1. Access the Case Details page.
  2. Select the File Attachments tab.
  3. Ensure the files_from_customer table is expanded by selecting the + (plus) sign.
  4. Select the Description Edit Text box.
  5. Type the file description and press Enter.

FAQs About CA Support Online Secure File Transfer Clients

What versions of the Java Runtime Environment (JRE) does the CA Support Online secure file transfer client support?

If you have Java Runtime Environment (JRE) version 1.5 or higher installed, CA Support Online launches a full function JRE version of the secure file transfer client.

What happens if I don't have the JRE installed or I have an older version?

If you do not have Java Runtime Environment (JRE) version 1.5 or higher installed, select "File Transfer Using the Thin Client". If the thin client is not appropriate for your file size, you can upgrade your JRE or use command-line FTP.

If you select the full feature JRE client, the client will display a message that you do not have a supported version of JRE and will allow you to continue using the thin (non-JRE) client.

What file transfer protocol is used by the CA Support Online file transfer clients?

HTTPS (HTTP using SSL)

How do I launch the CA Support Online secure file transfer clients?

You launch the CA Support Online secure file transfer client from the CA Support Online Case File Attachments tab as in the figure below.

Select from File Transfer Using the Thin Client (non-JRE) or File Transfer Using the Full Feature Client (JRE).

Figure 1

How do I navigate in the CA Support Online secure file transfer JRE client?

Figure 2

Number Description
1 My Computer. Allows you to view and browse the local computer files.
2

Secure Transport Server. Allows you to view and browse the Secure File Server files. The proper case folder is automatically opened, which has two subfolders.
  • files_from_ca is where CA personnel will upload files

  • files_from_customer is where customers will upload files
3 Transfer Queue. Shows the queue of active or finished transfers.
4 Transfer Details. Shows additional information for active or finished Transfers.

How do I navigate in the CA Support Online secure file transfer non-JRE client?

Figure 3

Pane Number Description
1 My Computer. Allows you to browse the local computer files and select a file to upload.
2

Secure Transport Server. Allows you to view and browse the Secure File Server files. You can also download and delete files from the Secure File Server using buttons in this pane. The proper case folder is automatically opened, which has two subfolders:
  • files_from_ca is where CA personnel will upload files

  • files_from_customer is where customers will upload files

Are there any restrictions on the size of the files being transferred?

Not if you use the CA Support Online secure file transfer JRE client. The CA Support Online secure file transfer non-JRE client executes in the browser and is subject to browser-based file size limitations.

Can I select multiple files to transfer?

Yes, with the JRE client. To select multiple files, press Ctrl or Shift while selecting the files. The transfer process will transfer the files in the order that you selected them.

How do I drag and drop files?

Please ensure that the files are dropped onto an opened folder, as indicated by a green arrow (see below figure) and not onto the 'white space'. A file may be dragged and dropped onto the 'white space' if there are no folders showing in the pane. This occurs when transferring files to your CA Support Online environment profile.

Figure 4

Can I do file transfers for multiple cases at the same time?

No.

Can I cancel a file transfer?

Yes, to cancel a transfer, select a transfer and click the Cancel button.

Can I pause and resume a file transfer?

Yes, to pause a transfer, select an in process transfer and click the Pause button. To resume a transfer, select a paused transfer and click the Resume button.

Can I reorder the files to be transferred?

Yes, you will need to pause all in process file transfers and then resume the file transfers in the reordered sequence.

What are the local hash and remote hash statuses in the CA Support Online secure file transfer client?

Hashing is an industry-wide computing technique that describes the ability to produce a unique fingerprint of a file or partial file. This is used by the CA Support Online secure file transfer client to determine whether a file was partially transferred previously.

Why do I get file transfer error after the file has been 'seemingly' transferred?

When a user selects a file to transfer using the CA Support Online secure file transfer client, the secure file transfer client will go through the process of initiating the transfer. This will be visually reflected with a status bar in the Transfer Queue. Once the status bar reaches 100%, the secure file transfer client will perform a security check and validate the user's access rights. If the user does not have the correct access rights, the secure file transfer client will issue an error message.

After I successfully transfer a file, when viewing my case, why do I not see the file display in the list of files for the case?

Some customer firewalls are set to cache pages such as the attachments directory display that is returned from CA Support Online. Ask your IT department if your firewall is caching files from supportftp.ca.com. Removing the caching of supportftp.ca.com and support.ca.com will ensure your screens are updated to show the most recent activity.

Why can't I access case file attachments as a CA Support Online Indirect User?

CA Support Online Indirect Users have purchased their support from a CA business partner. In these situations, the business partner is responsible for providing support to the indirect user. CA has the support relationship with the business partner. CA is no longer allowing indirect users to access these case file attachments since they were provided by the business partner and could contain confidential information. Indirect users should be contacting their business partner that is providing their support for information about the case.

Why after I select a file from my PC to upload using the transfer client am I unable to upload the selected file?

After selecting a file for upload the user must then highlight which folder they wish to upload the file to. Only after a specific folder is highlighted should the "Upload File" button be selected.
  • Customers should highlight the "files_from_customer" folder before clicking the upload button.
  • Employees working with Customer issues should highlight the "files_from_ca" folder to before clicking the upload button.
Figure 5

FAQs About Transferring Files Without Using the CA Support Secure File Transfer Clients

What file transfer protocols are supported?

SFTP or FTP

SFTP (Secure File Transfer Protocol) is the SSH File Transfer Protocol. It is not FTPS (FTP over SSL). SFTP is a secure replacement for FTP (File Transfer Protocol) based on the Secure Shell (SSH) protocol. Unlike FTP, SFTP encrypts the session, including password, user ID, commands, and data.

What TCP ports are used?

  • TCP port 21 for FTP
  • TCP port 22 for SFTP

Should I be transferring files using Binary mode?

SFTP only supports binary mode file transfers. Binary mode is also recommends for FTP file transfers.

What user ID and password should I be using?

You should use your CA Support Online User ID and password.

Why am I required to use a user ID and password?

The Secure Transport Server uses your user ID and password to restrict the case file attachments that you can access to only those to which you are entitled based on your site ID(s).

Is Public Key Authentication (Certificates) supported?

Not currently.

How do I transfer files to or from a mainframe securely?

A number of mainframe operating systems don't support SFTP. In those cases, if SFTP is required then you should transfer the file to a system that does support SFTP and then send the file to CA.

In an IBM z/OS environment, OpenSSH allows a z/ OS server to communicate securely using the ssh protocol. You will need to install program product 'IBM Ported Tools for z/ OS' in order to use ssh and sftp since it is not a standard component of z/ OS. You can read about it here:
http://www-03.ibm.com/servers/eserver/zseries/zos/unix/port_tools.html.

The 'IBM Ported Tools for z/ OS User's Guide' also describes ssh and sftp. You can access it here:
http://www-03.ibm.com/servers/resources/fotza106.pdf.

You will need to allocate a large HFS file system if you want to send very large files because SFTP will only read files from OMVS; it will not read z/ OS files directly. So you will first have to copy the z/ OS file to an OMVS file and then SFTP it. You might be unable to MOUNT a new HFS file system because you need to be a super user to issue a mount command. In that case, you would need to work with your systems programmers in advance to have a large HFS file system created in case you ever need it.

With password authentication the remote host's key is still authenticated when a connection is made. As a result, the StrictHostKeyChecking=no parm is required so that the remote host's key is stored in the known_hosts file the first time a connection is made. This is stored in the user's $HOME/.ssh directory.

Sample z/OS JCL for creating a new HFS file system

 //jobname JOB ... (Enter JOB card details here)
//*
//*
//* Sample JCL to create a new HFS file system
//*
//* Change the following parameters as indicated
//*
// SET HFSDSN='MVS file name of the HFS file'
// SET VOL='volume serial number'
// SET UNIT='device type'
// SET ALLOC='TRK or CYL allocation'
// SET PRIMARY='primary space allocation'
// SET SECONDRY='secondary space allocation'
//*
//* For the following parameters issue global edit change commands
//*
//* MVS file name of the HFS file (same as SET HFSDSN above)
//* C '#HFSDSN' 'dsn' all
//*
//* Path where new directory will be created
//* C '#PATH' 'path' all
//*
//* Name of new directory
//* C '#NEWDIR' 'directory' all
//*
//*-------------------------------------------------------------------
//*
//* Allocate new HFS file system.
//ALLOCHFS EXEC PGM=IEFBR14
//HFS DD DSN=&HFSDSN,VOL=SER=&VOL,
// DISP=(NEW,CATLG),UNIT=&UNIT,
// SPACE=(&ALLOC,(&PRIMARY,&SECONDRY,1)),
// DSNTYPE=HFS
//*
//* Create the new directory
//*
//BPX1 EXEC PGM=BPXBATCH,
// PARM='sh cd #PATH;mkdir #NEWDIR'
//STDOUT DD SYSOUT=*
//STDERR DD SYSOUT=*
//SYSOUT DD SYSOUT=*
//SYSPRINT DD SYSOUT=*
//*
//* Mount the file system
//*
//SH EXEC PGM=IKJEFT01
//SYSTSIN DD *
MOUNT FILESYSTEM('#HFSDSN') -
MOUNTPOINT('#PATH/#NEWDIR') -
TYPE(HFS) MODE(RDWR)
//SYSTSPRT DD SYSOUT=*
//SYSPRINT DD SYSOUT=*

Sample z/OS JCL for Uploading files to CA using Password based SFTP Authentication

 //jobname JOB ... (Enter JOB card details here)
//*
//* Sample sftp JCL to copy a file from MVS to the files_from_customer
//* directory on the CA sftp server.
//*
//* Change the following parameters as indicated
//*
// SET PATH='Path to your USS directory'
// SET USR='Your Support Online userid'
//*
//* For the following parameters issue global edit change commands
//*
//* Your Support Online Password
//* C '#PWD' 'password' all
//*
//* Your 7 digit Site id
//* C '#SITEID' 'nnnnnnn' all
//*
//* The issue number in the form cccccccc-nn
//* C '#ISSUE' 'cccccccc-nn' all
//*
//* The MVS file to be copied to the CA sftp server
//* C '#MVSFILE' 'MVS input file name' all
//*
//* The name of the output file on the CA sftp server
//* Note: The file name must have a valid extension,
//* e.g. .txt, .bin, .zip or .trs
//* C '#SFTPFILE' 'sftp output file name' all
//*
//* For binary file transfer
//* C '#TYPE' 'binary' all
//* For ascii file transfer
//* C '#TYPE' 'ascii' all
//*
//*----------------------------------------------------------------
//*
//* create sftp commands file
//*
//CMDS EXEC PGM=IKJEFT01
//INMVS DD *
# change to the directory for the issue
cd /#SITEID/#ISSUE/files_from_customer

# Type of file transfer - ascii or binary
#TYPE

# Copy the MVS file to Unix
!cp "//'#MVSFILE'" #SFTPFILE

# Copy the file from Unix to the CA sftp server
put #SFTPFILE

# Remove the files from Unix
!rm #SFTPFILE
!rm pwd.sh
!rm sftp.cmds
!rm sftp1.sh
//OUTHFS DD FILEDATA=TEXT,
// PATHOPTS=(OWRONLY,OCREAT,OTRUNC),
// PATHMODE=SIRWXU,
// PATH='&PATH/sftp.cmds'
//SYSTSIN DD *
OCOPY IND(INMVS) OUTDD(OUTHFS)
/*
//SYSTSPRT DD SYSOUT=*
//SYSPRINT DD SYSOUT=*
//*
//* create the ssh_askpass script
//*
//PWD EXEC PGM=IKJEFT01
//INMVS DD *
echo '#PWD'
/*
//OUTHFS DD FILEDATA=TEXT,
// PATHOPTS=(OWRONLY,OCREAT,OTRUNC),
// PATHMODE=SIRWXU,
// PATH='&PATH/pwd.sh'
//SYSTSIN DD *
OCOPY IND(INMVS) OUTDD(OUTHFS)
/*
//SYSTSPRT DD SYSOUT=*
//SYSPRINT DD SYSOUT=*
//*
//* create sftp shell script
//*
//SH EXEC PGM=IKJEFT01
//INMVS DD *
# set up variables to obtain password from ssh_askpass

export DISPLAY=FOO
export SSH_ASKPASS=./pwd.sh
sftp -b sftp.cmds -oPort=22 -oStrictHostKeyChecking=no $1@$2
//OUTHFS DD FILEDATA=TEXT,
// PATHOPTS=(OWRONLY,OCREAT,OTRUNC),
// PATHMODE=SIRWXU,
// PATH='&PATH/sftp1.sh'
//SYSTSIN DD *
OCOPY IND(INMVS) OUTDD(OUTHFS)
//SYSTSPRT DD SYSOUT=*
//SYSPRINT DD SYSOUT=*
//*
//* Run sftp shell script
//*
//BPX EXEC PGM=BPXBATCH,
// PARM='sh cd &PATH;./sftp1.sh &USR supportftp.ca.com'
//STDOUT DD SYSOUT=*
//STDERR DD SYSOUT=*
//SYSOUT DD SYSOUT=*
//SYSPRINT DD SYSOUT=*

Sample z/OS JCL for Downloading files from CA using Password based SFTP Authentication

 //jobname JOB ... (Enter JOB card details here)
//*
//* Sample sftp JCL to copy a file to MVS from the files_from_ca
//* directory on the CA sftp server
//*
//* Change the following parameters as indicated
//*
// SET PATH='Path to your USS directory'
// SET USR='Your Support Online userid'
// SET MVSFILE='MVS file name for the output file'
// SET VOL='volser for output file'
// SET UNIT='Unit type'
// SET ALLOC='TRK or CYL allocation'
// SET PRIMARY='primary space allocation'
// SET SECONDRY='secondary space allocation'
// SET RECFM='record format for output file'
// SET LRECL='record length for output file'
// SET BLK='block size for output file'
//*
//* For the following parameters issue global edit change commands
//*
//* Your Support Online Password
//* C '#PWD' 'password' all
//*
//* Your 7 digit Site id
//* C '#SITEID' 'nnnnnnn' all
//*
//* The issue number in the form cccccccc-nn
//* C '#ISSUE' 'cccccccc-nn' all
//*
//* The file to be copied from the CA sftp server
//* C '#SFTPFILE' 'input sftp file' all
//*
//* MVS file name for the output file (same as SET MVSFILE parm above)
//* C '#MVSFILE' 'MVS output file name' all
//*
//* For binary file transfer
//* C '#TYPE' 'binary' all
//* For ascii file transfer
//* C '#TYPE' 'ascii' all
//*
//*----------------------------------------------------------------
//*
//* create sftp commands file
//*
//CMDS EXEC PGM=IKJEFT01
//INMVS DD *
# change to the directory for the issue
cd /#SITEID/#ISSUE/files_from_ca

# Type of file transfer - ascii or binary
#TYPE

# Copy the file from the CA sftp server to Unix
get #SFTPFILE

# Copy the file from Unix to MVS
!cp #SFTPFILE "//'#MVSFILE'"

# Remove the files from Unix
!rm #SFTPFILE
!rm pwd.sh
!rm sftp.cmds
!rm sftp1.sh
//OUTHFS DD FILEDATA=TEXT,
// PATHOPTS=(OWRONLY,OCREAT,OTRUNC),
// PATHMODE=SIRWXU,
// PATH='&PATH/sftp.cmds'
//SYSTSIN DD *
OCOPY IND(INMVS) OUTDD(OUTHFS)
/*
//SYSTSPRT DD SYSOUT=*
//SYSPRINT DD SYSOUT=*
//*
//* Allocate the MVS output file
//*
//ALLOC EXEC PGM=IEFBR14
//OUT DD DSN=&MVSFILE,
// VOL=SER=&VOL,UNIT=&UNIT,
// DISP=(NEW,CATLG),
// SPACE=(&ALLOC,(&PRIMARY,&SECONDRY)),
// DCB=(RECFM=&RECFM,LRECL=&LRECL,BLKSIZE=&BLK)
//*
//* create the ssh_askpass script
//*
//PWD EXEC PGM=IKJEFT01
//INMVS DD *
echo '#PWD'
/*
//OUTHFS DD FILEDATA=TEXT,
// PATHOPTS=(OWRONLY,OCREAT,OTRUNC),
// PATHMODE=SIRWXU,
// PATH='&PATH/pwd.sh'
//SYSTSIN DD *
OCOPY IND(INMVS) OUTDD(OUTHFS)
/*
//SYSTSPRT DD SYSOUT=*
//SYSPRINT DD SYSOUT=*
//*
//* create sftp shell script
//*
//SH EXEC PGM=IKJEFT01
//INMVS DD *
# set up variables to obtain password from ssh_askpass

export DISPLAY=FOO
export SSH_ASKPASS=./pwd.sh
sftp -b sftp.cmds -oPort=22 -oStrictHostKeyChecking=no $1@$2
//OUTHFS DD FILEDATA=TEXT,
// PATHOPTS=(OWRONLY,OCREAT,OTRUNC),
// PATHMODE=SIRWXU,
// PATH='&PATH/sftp1.sh'
//SYSTSIN DD *
OCOPY IND(INMVS) OUTDD(OUTHFS)
//SYSTSPRT DD SYSOUT=*
//SYSPRINT DD SYSOUT=*
//*
//* Run sftp shell script
//*
//BPX EXEC PGM=BPXBATCH,
// PARM='sh cd &PATH;./sftp1.sh &USR supportftp.ca.com'
//STDOUT DD SYSOUT=*
//STDERR DD SYSOUT=*
//SYSOUT DD SYSOUT=*
//SYSPRINT DD SYSOUT=*

Sample z/OS JCL for Uploading files to CA using FTP

 //jobname JOB ... (Enter JOB card details here)
//*
//* Sample ftp JCL to copy a file from MVS to the files_from_customer
//* directory on the CA ftp server.
//*
//* Change the following parameters as indicated
//*
//* The dataset name of the TCPIP.DATA file
// SET TCPDATA='TCPIP.DATA'
//*
//* For the following parameters use global edit change commands
//*
//* Your Support Online userid
//* C '#USR' 'userid' all
//*
//* Your Support Online Password
//* C '#PWD' 'password' all
//*
//* Your 7 digit Site id
//* C '#SITEID' 'nnnnnnn' all
//*
//* The issue number in the form cccccccc-nn
//* C '#ISSUE' 'cccccccc-nn' all
//*
//* The MVS file to be copied to the CA ftp server
//* C '#MVSFILE' 'MVS input file name' all
//*
//* The name of the output file on the CA ftp server
//* Note: The file name must have a valid extension,
//* e.g. .txt, .bin, .zip or .trs
//* C '#FTPFILE' 'ftp output file name' all
//*
//* For binary file transfer
//* C '#TYPE' 'binary' all
//* For ascii file transfer
//* C '#TYPE' 'ascii' all
//*
//*----------------------------------------------------------------
//*
//FTP EXEC PGM=FTP,REGION=0K
//SYSPRINT DD SYSOUT=*
//SYSTCPD DD DISP=SHR,DSN=&TCPDATA
//OUTPUT DD SYSOUT=*
//INPUT DD *
supportftp.ca.com
#USR
#PWD

* change to the directory for the issue
cd /#SITEID/#ISSUE/files_from_customer

* Type of file transfer - ascii or binary
#TYPE

# Copy the file from MVS to the CA ftp server
put '#MVSFILE' #FTPFILE
quit
/*
//

Sample z/OS JCL for Downloading files from CA using FTP

 //jobname JOB ... (Enter JOB card details here)
//*
//* Sample ftp JCL to copy a file to MVS from the files_from_ca
//* directory on the CA ftp server
//*
//* Change the following parameters as indicated
//*
//* The dataset name of the TCPIP.DATA file
// SET TCPDATA='TCPIP.DATA'
//*
//* For the following parameters use global edit change commands
//*
//* Your Support Online userid
//* C '#USR' 'userid' all
//*
//* Your Support Online Password
//* C '#PWD' 'password' all
//*
//* Your 7 digit Site id
//* C '#SITEID' 'nnnnnnn' all
//*
//* The issue number in the form cccccccc-nn
//* C '#ISSUE' 'cccccccc-nn' all
//*
//* The file to be copied from the CA ftp server
//* C '#FTPFILE' 'input ftp file' all
//*
//* MVS file name for the output file
//* C '#MVSFILE' 'MVS output file name' all
//*
//* Volser for output file
//* C '#VOL' 'volser' all
//*
//* Unit type
//* C #UNIT 'Unit' all
//*
//* TRK or CYL allocation'
//* C #ALLOC 'TRK or CYL' all
//*
//* Primary space allocation
//* C #PRIMARY 'primary' all
//*
//* Secondary space allocation
//* C #SECONDRY 'secondary' all
//*
//* Record format for output file
//* C '#RECFM' 'recfm' all
//*
//* Record length for output file
//* C '#LRECL' 'lrecl' all
//*
//* Block size for output file
//* C '#BLK' 'blksize' all
//*
//* For binary file transfer
//* C '#TYPE' 'binary' all
//* For ascii file transfer
//* C '#TYPE' 'ascii' all
//*
//*
//*----------------------------------------------------------------
//*
//FTP EXEC PGM=FTP,REGION=0K
//SYSPRINT DD SYSOUT=*
//SYSTCPD DD DISP=SHR,DSN=&TCPDATA
//OUTPUT DD SYSOUT=*
//INPUT DD *
supportftp.ca.com
#USR
#PWD

* change to the directory for the issue
cd /#SITEID/#ISSUE/files_from_ca

* Type of file transfer - ascii or binary
#TYPE

* Set MVS output file attributes
LOCSITE LRECL=#LRECL BLKSIZE=#BLK RECFM=#RECFM VOL=#VOL
LOCSITE #ALLOC PRI=#PRIMARY SEC=#SECONDRY UNIT=#UNIT RLSE

* Copy the file from the CA ftp server to MVS
get #FTPFILE '#MVSFILE'
quit
/*
//

FAQs about CA High Security Support (HSS) Offering

How are CA High Security Support case attachment files transferred?

Files associated with CA HSS offering cases use the same file transfer process as non-HSS offering case files. The CA Support Online secure file transfer client uses HTTPS when doing file transfers. If you choose not to use the CA Support Online secure file transfer client then you should abide by your company's security policies when choosing either FTP or SFTP to transfer CA HSS offering case files.

How are CA High Security Support case attachment files stored?

Files associated with CA HSS offering cases are encrypted on the Secure Transport Server. Only you and HSS authorized CA employees will be able to access these files. The Secure Transport Server will decrypt the files for you when you access them.

FAQs About Error Messages

Why do I get a 403 Forbidden access message when trying to upload my file?

Figure 6

The 403 Forbidden message normally occurs when one of the directories is not selected before clicking to upload the file. The system thinks that you are trying to upload to the root directory where you do not have permissions. When using the thin client, highlight or open the files_from_customer directory prior to clicking the Upload button.

Why do I get a pop-up message that says Access Denied when uploading my file using the full-featured client?

Figure 7

The Access Denied message will occur when using the full-featured client if you do not drag the file directly over the receiving directory (files_from_customer). When dragging the file to be uploaded, you will see a green down-arrow when you are over the receiving directory.

Why do I get an Authorization error telling me that my access to the secure file repository could not be verified?

Figure 8

The system creates cookies and temporary files when you go into the attachments tab and select one of the secure file transfer clients. The cookies identify the machine you are logged into and will set an expiration time. Authorization errors can occur when cookies expire before you have completed your updates. Errors can also occur if you log in from multiple machines and attempt to manage files for the same cases from both machines. The authorization error will normally require that you clear your cache and restart your browser.

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