Close a ticket

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.

Mark tickets as Closed successful so that MadCap Software has an accurate record of still outstanding issues and questions on other tickets. Close any ticket you open in error.
Note: Once a build releases, IXIA CCMS Customer Support still verifies that the fix or proposed solution is present and properly functions, and then closes the case, moving it to a Resolved state.

To close a ticket:

  1. Login to OTRS using your assigned username and password.
  2. Open the ticket you want to close.
  3. Click Respond to This Ticket or scroll down to the new message.
  4. Enter any comments about the ticket.
  5. In the Next state field, select
    • Closed successful if the ticket was resolved
    • Closed unsuccessful if the ticket was not resolved but no further action is required or appropriate
    Note: If you are closing a ticket entered in error, select Closed successful.
  6. Click Submit.