Respond to OTRS ticket activity

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.

To respond to OTRS ticket activity:

  1. If you choose to respond using email, reply directly.
    Important: You should include the OTRS ticket number in the subject of the email.
  2. To respond using OTRS, take the following actions:
    1. Log into OTRS.
    2. Open the issue.
    3. Review the MadCap Software response.
    4. Click Respond to This Ticket or scroll down to the new message.
    5. Enter your response.
    6. Click Submit.