Ticket evaluation

Ticket is resolved

When MadCap Software answers your question or provides a solution to your issue, you can review the solution and determine whether or not it is satisfactory. If so, you can close the ticket or advise IXIA CCMS Customer Support that it can be closed. You can always re-open the ticket and mention any outstanding problems within it. If you see just a number like IXIA CCMS 7.2, that means the problem is resolved in that specific build.

Ticket is transferred to Service queue

Generally, a ticket is transferred to Professional Services when it's determined that the solution requires either custom development (such as adding new functionality or enhancing existing functionality) or more detailed attention (such as integrating specializations or DITA Open Toolkit plugins).

At this point an evaluation of the potential scope and associated costs of responding to the ticket may be completed and submitted to you. The intervention must be planned in the MadCap Software resource timetable and a SOW (Statement of Work) submitted and approved by you before MadCap Software addresses the ticket.

Ticket is entered as a bug

If a ticket you opened is due to a bug in the software, a corresponding bug case is created (in Jira, our bug tracking tool) for the Development team. The Jira number is recorded in the original OTRS ticket, the ticket is moved to the Dita-CMS: Reproduced queue, and IXIA CCMS Customer Support informs you that a bug case has been assigned to address the issue. When the bug is resolved the ticket is moved back to the Dita-CMS queue and set to Resolved.