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ON THIS PAGE
About the Support Tickets Page
The Support Tickets page enables you to easily report issues, get assistance, and track the status of the issues directly within the application. The page enhances your overall support experience by providing seamless access to Juniper support services, whenever you need them.
To access the Support Tickets Page, navigate to the Help menu (?) on the top-right corner of the banner and click Support Tickets. You can view, create, and track support tickets associated with your organization from this page.
Tasks You Can Perform
View details about all the support tickets that are associated with your organization, such as ticket number, ticket type, ticket summary, ticket status, and so on.
Click a support ticket to view detailed description of the support ticket. For more information, see Table 2.
Create a support ticket. For more information, see Create a Support Ticket.
Update a support ticket. For more information, see Add a Comment.
Resolve a support ticket.
To resolve a support ticket, select an Open or Pending ticket and click Mark Ticket as Solved in the Support Tickets Details page.
A confirmation pop-up appears. Click Mark as Solved to close the ticket.
The ticket status changes to Solved.
Navigate to the Juniper support to find relevant resources and documentation that can help you resolve the issue on your own.
Click the link provided on the page to be redirected to the Juniper support page.
Filter support tickets displayed in the table by time interval.
To filter tickets based on time interval you select, click Time Interval (by default, it is set to This Month). You can choose Last 24 Hours, Last 7 Days, Last 30 Days, Last 12 Months, Custom Date (select a custom date) Today, This Week, This Month, This Year, or Custom Range (enter a custom time and date range).
Note:The notification badge on the Help menu (?) in the top-right corner displays the number of unread support tickets for the logged-in user. The ticket count gets updated when you open an unread ticket. It also gets updated when you select a different time-range. For example, if you select Last 7 Days, the ticket count gets updated to show the number of your unread tickets from the last seven days.
Click Refresh icon to manually refresh the Support Tickets page.
Field Descriptions
Table 1 displays fields on the Support Tickets page.
Field | Description |
|---|---|
Ticket Number | Serial number associated with the support ticket. |
Ticket Type | Type of ticket. The options are:
|
Ticket Summary | Short description of the issue. |
Created | Date and time when the support ticket was created. |
Last Update | Date and time when the support ticket was last updated. |
Requested by | Name of the user who created the support ticket. |
Status | Status of the support ticket. The options are:
|
Field | Description |
|---|---|
Ticket Number | Serial number associated with the support ticket. |
Ticket Status | Status of the ticket. The options are:
|
Information | |
Requested By | Name of the person who created the support ticket. |
Created | Date and time when the support ticket was created. |
Last Update | Date and time when the support ticket was last updated. |
| CC (Optional) | Enter the e-mail IDs of people you wish to notify about the ticket. You can update this field even after ticket creation. To update the CC list, click an Open ticket and enter the e-mail IDs in a comma separated format to the CC field, then click Save. |
| Description | Detailed summary of the issue, such as information about ticket type, impacted sites and devices, and other relevant information provided at the time of creating the ticket. |
Comments | Add and view comments on the progress of the support ticket. To add a comment, click Add a Comment, enter your comment and click Submit. This section also displays comments from the JTAC team about the progress of the support ticket. |
