Provides guidance for effective use of the online ticket-reporting system when you report any issues you encounter during IXIA CCMS usage.
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 IXIA CCMS Customer Support responds to a ticket you have submitted, you receive a follow-up email from the Support-Dita queue. You can choose from one of two methods to ask for more information or report results.
Support-Dita
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.
