Create a Support Ticket

date_range 08-Apr-25

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You can create a support ticket to get assistance from the Juniper Networks Technical Assistance Center (JTAC) team to resolve problems with your Juniper Networks products and services. Users with superuser or network admin roles can create a support ticket.

To create a support ticket:

Navigate to the Help menu (?) on the top-right corner of the banner and click Support Tickets.

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 to filter the support tickets. 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.

The Support Tickets page appears.
Click Create a Ticket.
The Support Tickets: New Ticket page appears.

Note:
Mandatory fields will be highlighted in red.
Select the Technology for which you are creating the ticket.
The options are:
- Routing Assurance
- Apstra
- JSI
Select the Ticket Type.
The ticket types are:
- Questions—Select this ticket type if you have a general question.
- Configuration Help—Select this ticket type if you need help in configuring your organization, site, network, or devices.
- Problem—Select this ticket type if you need help with issues like an outage, setting up a new site, or returning a merchandise. You must also select the impact from the Impact drop-down list.
  
  The Impact drop-down list allows users to select a more specific problem type or identify the entities impacted by the problem.
  
  Impact options are:
  - Specific Devices Impacted—The problem is limited to specific devices on the network.
  - Partial Network Impacted—The problem affects part of your network but not your entire network.
  - New Site Bring Up—Problems in bringing up a new site that is not in production yet.
  - RMA—You want to request a Return Material Authorization to repair or replace a defective device.
  - Full Production Network Impacted—The problem affects your entire network.
Provide a short description of the issue, details about the impacted sites and devices, and so on.

Note:
You can send relevant logs and screenshots related to the ticket to support@juniper.net.

For more information, see Table 1.

Click Submit Ticket.

On successful submission, the new ticket is listed on the Support Tickets page. You also receive a confirmation e-mail with the ticket details.

You can track the progress of the support ticket from the Support Tickets page. You and anyone copied on the ticket will also receive e-mail notifications whenever the ticket is updated.

Table 1: Ticket Summary Field Descriptions
Field	Ticket Types	Description
Ticket Summary	All Ticket Types	Enter a short description of the issue.
CC (Optional)	All Ticket Types	Enter the e-mail IDs of people you wish to notify about ticket updates.
Impacted Sites	All Ticket Types	Add one or more sites impacted by the issue. Click Add Site to add one or more sites or site groups impacted by the issue. Alternatively, you can manually enter the site details.
Impacted Devices	All Ticket Types	Select one or more devices impacted by the issue from the list of devices associated with the site or organization. Click Add Device to add the impacted device. You can also search for the devices by entering the device name or MAC address.
Description	All Ticket Types	Enter a detailed description of the issue and any contextual information that can help the support team troubleshoot the issue. Note: This field is mandatory if you select the Ticket Type as Questions. Provide all the relevant details to ensure faster resolution. You can send relevant logs and screenshots related to the ticket to support@juniper.net.
Time of Issue	Configuration Help Problem	Select the date and time when the issue occurred. To select the data and time, click the Time of Issue field and use the calendar and time list to select the date and time when the issue occurred. Note: By default, it is set to the current date and time.
Contact Number	Problem	Enter the contact number to receive calls from the JTAC team regarding the support ticket.
Juniper Account Team Name and Contact	Problem	Enter the name and contact details of your Juniper account representative. Note: This field is available only if you select Full Production Network Impacted from the Impact drop-down list.

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