Ticket queues
A ticket's queue essentially indicates what kind of ticket it is—a bug or an enhancement—and who is current responsible for it—Development, Support, or Services.
OTRS queues are found within these three groups:
- IXIASOFT CCMS: for tickets pertaining only to the IXIASOFT CCMS product
- IXIASOFT CCMS Mekon: for tickets pertaining to a IXIASOFT CCMS/Mekon integration
- Textmlserver: for tickets pertaining to the TEXTML Server product
Note: Not all queues are found within all three groups.
| Queue | Description |
|---|---|
| Enhancement Request | Tickets in this queue have been determined to be requests for future development to enhance product functionality. They have not been accepted into the product roadmap for definite development. |
| In Roadmap | Tickets in this queue consist of issues that have been accepted into the product roadmap for future development. However, they have not necessarily been scoped or assigned to a specific release. |
| Level3 | This queue is not currently used. |
| On Hold | This queue is no longer used. Ixiasoft asks you to re-open the case at a later date if required. |
| Reproduced | Tickets in this queue have been investigated by Ixiasoft Support. The problem has been reproduced and observed by Ixiasoft. At this point, resolution might be possible within the CMS as-is or Ixiasoft Support might have to open a bug ticket to have the issue addressed by development in a future release of the product. |
| Services | Tickets in this queue have been moved from Support to Services. Services is investigating them to determine if resolution can be done within the CMS and configuration or whether resolution will require custom development. |