Create a new ticket directly in OTRS

You can create tickets directly in OTRS.

1. Log into OTRS.
2. At the top, click New Ticket.
   The Create New Ticket screen appears.
3. In Subject, enter a brief summary of the issue or question.

   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".

4. In Message, enter your question or issue.

   Provide as many details as possible so that IXIASOFT Customer Support can take action immediately without requiring too much additional information. The standard Rich Text controls are available for formatting your message, such as font, size, text alignment, hyperlink, and image insertion.

   Please attach log files instead of pasting their contents into the box.

5. To add an Attachment, drag and drop files or click the icon to search for and add them.

   The maximum attachment size is 10 MB. If the files are too large to attach to the ticket, you can upload them to your IXIASOFT SharePoint site. If you are unsure how best to send any files, you can ask IXIASOFT Customer Support.

6. Leave the To drop-down list as the default already selected.
   By default, this is usually Dita-CMS. Do not select any of the other queues, such as IT, Service, Reproduced, or SAP. IXIASOFT Customer Support will move tickets to these queues as required.

   Note: If no value is available in the drop-down menu, please contact IXIASOFT Customer Support.
7. Select the appropriate priority for the ticket.

   The default is 3 - Normal. For guidelines on how tickets are prioritized, refer to OTRS priorities.

8. Click Create Ticket.

   The ticket is submitted to IXIASOFT Customer Support. You can find the new ticket on your Ticket List.

   You receive a follow-up email when an IXIASOFT Customer Support representative sees the ticket and responds.