OTRS priorities

To help the IXIASOFT Customer Support team address tickets in the most efficient and timely way possible, it is important that you assign an appropriate priority to your tickets when you submit them. The following guidelines can help you determine what priority is appropriate for your ticket.

1 - System Failure

This priority has a critical business impact. Use this priority when the CCMS is not functioning for anyone.

Examples:

  • Cannot connect to IXIASOFT CCMS Desktop
  • Cannot connect to IXIASOFT CCMS Web
  • Cannot generate output
  • Cannot connect to RDP Server
  • Cannot connect to web landing page

Examples that would not be considered a "System Failure" incident:

  • The system is operational after a one–time outage and root cause analysis is required
  • First–time installation for a pilot staging project
  • A functional issue where a workaround is available. For example, a user cannot edit a map in DITA Map view, but they can open the map in XML and perform manual edits.
  • Product upgrades on a test environment
  • A feature request or customization
  • The customer is not available for collaboration with IXIASOFT support engineers
2 - High

This priority has a significant business impact. Use this priority when the CCMS is having issues that significantly encumber your work.

Examples:

  • Degraded system performance for multiple users not related to the customer’s infrastructure. ​
  • IXIASOFT CCMS Output Generator does not start, or the CCMS Output Generator cannot produce any documents
  • Content import not working
  • Missing items from search
  • Persistent Java or IXIASOFT CCMS Desktop errors that prevent multiple users from working

Examples that would not be considered a "High" incident:

  • The CCMS Output Generator is working but the output is not formatted correctly
  • Stylesheets were updated, and the output documents are invalid
  • Product upgrades on a test environment
  • A feature or customization request
  • The system develops a behavior following a customer's unauthorized edit of system parameters, configuration files or the software
  • Customer is not available for collaboration with IXIASOFT Customer Support engineers after hours
3 - Normal

This is the default priority for tickets.

Examples:

  • New user account creation and password resets for Dedicated SaaS deployments.​
  • Localization process errors, including being unable to import or export localization kits
  • Issues with IXIASOFT CCMS when creating snapshots, changing status of documents, or with the locking and releasing documents
4 - Low

Use this priority for questions that do not need an immediate resolution, or for issues that do not need to be investigated in the near future and have minimal to no impact on users.

For example, issues that do not need to be investigated in the near future and have minimal to no impact on users.​
5 - Very Low

Use this priority for questions that do not need a resolution in the near future.

Note: In practice this level of priority is rarely used. Recommend using P3 or P4.​