Create a new ticket directly in OTRS

  1. Log into OTRS using your assigned username and password.

    When you initially log in, the screen displays tickets that you have entered yourself. If you have no existing tickets, the screen looks like this:

    If you have already entered tickets, the screen looks like this:



    Note there are three links in the upper left corner: All, Open, Closed. You can toggle between these three links to see all your own tickets at once, or just those that are open or closed.

  2. Quickly review existing tickets to be sure there is not already a ticket addressing your issue or question. If there is, update that ticket rather than creating a new one.
    Important: Be sure to also review all of the tickets for your company, not just your own. To view all company tickets, select the Tickets tab and then Company Tickets.
  3. To create a new ticket, do one of the following:
    • Click Create your first ticket.
    • Click the Tickets tab and then select New Ticket.

    The following screen appears:



  4. In the To field, select Dita-CMS.
    Note: If no value is available in the drop-down menu, please contact IXIASOFT Customer Support.
  5. In the Subject field, enter a brief summary of the issue or question.

    Although there is not a lot of space here, the more specific you can be, the better able IXIASOFT Customer Support is to spot and classify your ticket quickly. Avoid general subjects like "Need help", or "Question".

  6. In the large text area, enter your question or issue.

    Again, provide as many details as possible so that we can get to work right away on the ticket without having to ask you for a lot of additional information. The standard Rich Text controls are available for formatting your message, such as font, size, text alignment, hyperlink and image insertion. Please do not paste the contents of a log file as-is into the box, but instead attach it.

  7. Click Browse beside the Attachment field to attach a file or files.

    The maximum attachment size is 10 MB. If you are in doubt, ask IXIASOFT Customer Support whether you should attach a file and they will let you know whether to do so or whether to place it on the FTP site.

  8. Select the appropriate priority for the ticket.

    The default is 3 - Normal. Most tickets fall into this priority. For guidelines on how tickets are prioritized, refer to OTRS priorities.

    Here is an example of a completed ticket:



  9. Click Submit.

    The ticket is submitted to IXIASOFT Customer Support and a window similar to the following appears:



    You do not receive a follow-up email from Support-Dita after initially submitting a new ticket. However, when an IXIASOFT Customer Support representative takes a look at the ticket and responds, either to offer a solution or to ask you for more information, you will receive a follow-up email.