OTRS priorities

To help IXIA CCMS Customer Support to address tickets in the most efficient and timely way, assign an appropriate priority to your tickets when you submit them through OTRS.
Important: You cannot assign a priority if you open a ticket by email.
Table 1. Prioritization schema

Rank

Reason

Qualifying scenarios

 Disqualifying scenarios

1 - System Failure

This priority is for issues that have a critical business impact

For on-premise deployments:

  • IXIA TEXTML Server is down and will not start
  • Multiple users cannot connect to CCMS Web
  • Most users cannot connect to CCMS Desktop

What it is not:

  • The system is operational after a one–time outage and root cause analysis is required
  • First–time installation for a pilot staging project
  • A functional issue where a workaround is available, such as when a user cannot edit a map in DITA Map view, but they can open the map in XML and perform manual edits
  • Any issues on a test environment
  • A feature request or customization

For SaaS deployments:

  • Most users cannot connect to IXIA CCMS Desktop
  • Most users cannot connect to IXIA CCMS Web
  • Most users cannot generate output, which applies to all transforms or a majority of maps and not a specific transform or map issue
  • Most users cannot connect to RDP Server
  • Most users cannot connect to web landing page

2 - High

This priority is for issues that have a significant business impact and significantly encumber your work
  • A single user cannot connect to IXIA CCMS Web or IXIA CCMS Desktop
  • (On-premise) Most users cannot generate output
  • (SaaS) A single user cannot generate output
  • Degraded system performance for multiple users that is not related to the customer’s infrastructure ​
  • Content import not working
  • Persistent errors that prevent multiple users from working, such as check in or lock

What it is not:

  • The CCMS Output Generator is working but the output is not formatted correctly
  • Stylesheets were updated, and the output documents are invalid
  • A feature or customization request

3 - Normal

This is the default priority for tickets

For on-premise deployments:

  • Unable to import or export localization kits
  • Errors during operations, such as changing the status of a document
  • Issues on Test

Any qualifying scenario identified in one of the higher priorities

For SaaS deployments:

  • New user account creation and password resets​
  • Frameworks upload
  • Output generator (OG) pushes
  • Unable to import or export localization kits
  • Errors during operations, such as changing the status of a document
  • Issues on Test

4 - Low

This priority is for questions that do not need an immediate resolution

Issues that do not need an immediate investigation and have minimal to no impact on users

Any qualifying scenario identified in one of the higher priorities

5 - Very Low

Use this priority for questions that do not need a resolution in the near future
Note: In practice, this level of priority is rarely used. Recommend using P3 or P4.​

Any qualifying scenario identified in one of the higher priorities