Reopen a ticket

You can reopen an existing ticket to continue work likely to lead to a solution.

If MadCap Software was not able to fully resolve a ticket that requires further work, you can reopen the ticket so that IXIA CCMS Customer Support can examine it further.

To reopen a ticket:

  1. Login to OTRS using your assigned username and password.
  2. Open the ticket you want to reopen.

    The ticket should be in either the Resolved or Closed Unsuccessful state.

  3. Click Respond to This Ticket or scroll down to the new message.
  4. Enter any comments about the ticket.
  5. Click Submit.

    The ticket is automatically re-opened. You will receive a follow-up email from the Support-Dita queue.