How to effectively use the online ticket-reporting system for reporting any issues to MadCap Software.
You can search for, filter, and find tickets to review them.
When you encounter a problem that you confirm is not related to user error or incorrect usage of DITA or your implementation, you should open an OTRS ticket.
You can use the search feature on the OTRS landing page to quickly find a ticket.
You can use the search and filters to find a ticket on the Ticket List screen.
You can modify specific parts of an existing ticket.
When an IXIA CCMS Customer Support representative responds to a ticket you have submitted, you receive a follow-up email from Support-Dita. You can respond to either ask for more information or to report results.
Whenever IXIA CCMS Customer Support resolves a ticket, you should close it by marking it Closed, so that your open ticket list shows only tickets that are still in progress.
Closed
You cannot delete a ticket from OTRS.
You can reopen an existing ticket to continue work likely to lead to a solution.
