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IXIA CCMS Admin Documentation

IXIA CCMS Administration Guide for On-Premise and Dedicated SaaS Deployments
IXIA CCMS Web Administration Guide
Integrating DTDs into IXIA CCMS
OTRS Quick Reference
Glossary
Notices

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OTRS Quick Reference
Use OTRS effectively to report CCMS and TEXTML issues.
Ticket management
You can search for, filter, and find tickets to review them.
Delete a ticket
You cannot delete a ticket from OTRS.

OTRS Quick Reference
Use OTRS effectively to report CCMS and TEXTML issues.
- OTRS usage summary
- Ticket creation
  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.
- Ticket management
  You can search for, filter, and find tickets to review them.
  - Ticket states
  - Ticket queues
  - Ticket evaluation
  - Search for a ticket
    You can use the search feature on the OTRS landing page to quickly find a ticket.
  - Find a ticket
    You can use the search and filters to find a ticket on the Ticket List screen.
  - Review and update an existing ticket
    You can modify specific parts of an existing ticket.
  - Respond to OTRS ticket activity
    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.
  - Close a ticket
    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.
  - Delete a ticket
    You cannot delete a ticket from OTRS.
  - Reopen a ticket
    You can reopen an existing ticket to continue work likely to lead to a solution.
- Copyright notice

Delete a ticket

You cannot delete a ticket from OTRS.

What to know

If you need to delete a ticket, your alternative is to close the ticket. See Close a ticket.

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