Ticket evaluation

Resolved tickets

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 7.4, that indicates IXIA CCMS Customer Support resolved the problem in the identified build and moved your ticket is to a Resolved state.

Tickets transferred to Service queue

Generally, IXIA CCMS Customer Support transfers a ticket 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.

Tickets entered as a software bug

If a a software bug is the source of the issue for the ticket you opened, 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 Development team resolves the software bug, IXIA CCMS Customer Support moves the ticket back to the Dita-CMS queue and sets it to a Resolved state.