Ticket queues
A ticket's queue essentially indicates what kind of ticket it is—a bug or an enhancement—and who is current responsible for it—Development, Support, or Services.
OTRS queues are found within these three groups:
- Dita-CMS: for tickets pertaining only to the IXIASOFT CCMS product
- Dita-CMS Mekon: for tickets pertaining to a CCMS/Mekon integration
- Textmlserver: for tickets pertaining to the IXIASOFT TEXTML Server product
Note: Not all queues are
found within all three groups.
| Queue | Description |
|---|---|
| Reproduced | Tickets in this queue have been investigated by IXIASOFT Customer Support and are waiting for an investigation or fix from the development team. |
| Services | Tickets in this queue have been moved from IXIASOFT Customer Support to Services. Services will evaluate whether a solution can be implemented within the existing IXIASOFT CCMS configuration or will require custom development. If the latter, Services will prepare a Statement of Work (SOW). |