Ticket evaluation

When IXIA CCMS Customer Support evaluate a ticket, there are several possible scenarios:

  • IXIA CCMS Customer Support staff resolves the ticket
  • IXIA CCMS Customer Support staff determines the ticket is beyond standard support and transfers it to the Service queue
  • IXIA CCMS Customer Support staff determines the ticket uncovered a bug and enters it in the bug tracking tool

Ticket resolved

When MadCap Software answers your question or provides a solution to the issue, you can review the solution identified on the ticket and determine whether or not it is satisfactory. If so, close the ticket by moving it to the Closed state or request that IXIA CCMS Customer Support close it.

If you later encounter an outstanding issue during implementation of the ticket solution, you can always re-open the ticket and then mention the problem. If you see only a number like IXIA CCMS 7.3, that indicates the problem is resolved in the identified build and your ticket is set to Resolved.

Ticket transferred to Service queue

Generally, a ticket is transferred to IXIASOFT Professional Services when IXIA CCMS Customer Support determines the solution requires either custom development, such as adding new functionality or enhancing existing functionality, or requires more detailed attention, such as integrating specializations or DITA Open Toolkit plugins.

At this point, IXIA CCMS Customer Support may complete an evaluation of the potential scope and associated costs and submit it to you. Any intervention requires an addition to the MadCap Software resource timetable and requires you to approve the associated Statement of Work (SOW) before MadCap Software addresses the ticket.

Ticket entered as bug

If a ticket you opened is due to a software bug, IXIA CCMS Customer Support creates a corresponding ticket in the Development team's bug tracking tool. IXIA CCMS Customer Support then records the tracking number in the original OTRS ticket and moves the ticket to the Dita-CMS: Reproduced queue. Then, IXIA CCMS Customer Support informs you of the bug. When the software bug is resolved, IXIA CCMS Customer Support moves the ticket back to the Dita-CMS queue and sets it to Resolved.