Create a new ticket directly in OTRS

You can create tickets directly in OTRS.

1. Login to OTRS.
2. At the top, click New Ticket.
3. In the To field, leave the default queue selection for the new ticket, which usually is Dita-CMS.
   Note: If no value is available in the drop-down menu, please contact IXIA CCMS Customer Support.
4. In the Subject field, enter a brief title for the issue or question.
   Tip: The more specific you can be, the better able IXIA CCMS Customer Support is to spot and classify your ticket quickly. Avoid general subjects like Need help or Question.
5. In the Message area, describe your question or issue, but do not attempt to paste the content of your log files here.
   Note: Provide as many details as possible so that IXIA CCMS 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.
6. In the Attachment area, add your log files by either drag-and-drop or click to search for and add them.
   Important: The maximum attachment size is 10 MB. If the files are too large to attach to the ticket, you can upload them to your MadCap Software SharePoint site. If you are unsure how best to send any files, you can ask IXIA CCMS Customer Support.
7. In the Priority area, select the appropriate ticket priority of the five listed in the drop-down list.
   Note: The default is 3 - Normal. For guidelines on ticket prioritization, refer to OTRS priorities.
8. Click Create Ticket.

   The ticket is submitted to IXIA CCMS Customer Support and gets added to your Ticket List.

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