Create a Support Ticket

Explore how to use self-help options, get assistance with new deployments, return merchandise, and request support with various types of issues.

1. Click the question icon near the top-right corner of the Juniper Mist™ portal, and then click Support Tickets.
   
2. Click Create a Ticket.
3. (Optional) Select the Technology.
   

   Note:

   The available options depend on which ticket type is selected.

4. Select a Ticket Type.

   • Questions—Select this ticket type if you have general questions. Then start typing in the How can we help? box. As you type, suggested resources appear on the right side of the screen. Marvis subscribers will see an AI-generated response that summarizes information from Juniper Mist documentation. Often the on-screen information provides the help that you need. Or, to get help from the support team, click I still need to create a ticket.

     

   • Subscriptions—Select this ticket type if you have a question or problem concerning a subscription or order.

   • Configuration Help—Select this ticket type if you need help configuring your organization, site, network, or devices.

   • Problem—Select this ticket type if you need help with an outage, setting up a new site, or returning merchandise. Also select the impact in the second drop-down list.

     

     Impact options include:

     • Specific Devices Impacted—The problem is limited to specific devices on the network.

     • Partial Network Impacted—The problem affects part but not all your network.

     • New Site Bring Up—The problem involves a new site that is not in production yet.

     • RMA—You want a Return Merchandise Authorization to return a Juniper device.

     • Full Production Network Impacted—The problem affects most or all of your network.

   • Onboarding Help for New Deployment—Select this ticket type only if you're doing a new deployment. You'll get assistance with initial setup, configuration, and basic troubleshooting. Available only when the Technology Type is wireless, switching, or SD-WAN.

     These services do not include network design.

     Enter the Summary and Description, and complete the Checklist. As you complete the checklist, you can use suggested hyperlinks for self-help. If you still need assistance after using the self-help suggestions, finalize your ticket by selecting your preferred time slot for the onboarding help session. Submit this ticket at least 48 hours in advance of the selected time.

5. In the remaining fields, provide the support team with full details about the issue.
   Tip:

   For the Problem and Configuration Help ticket types, customers with a Marvis subscription will see Marvis buttons by the Impacted Sites, Impacted Devices, and Impacted Clients fields. Click a button to get assistance. Marvis can answer configuration questions and provide more details of issues with sites, devices, or clients. If you are able to resolve the issue with help from Marvis, you can cancel this support ticket by clicking Cancel at the top right corner of the New Ticket page.

   Example

   

   The following table provides more information.

   Table 1: Field Descriptions

   Field	Ticket Types	Tips
   Ticket Summary	All ticket types	Enter a short description of the issue.
   Description	All ticket types	Enter a detailed description of the issue.
   CC	All ticket types	Enter the email addresses of any other people who you'd like to receive updates about this ticket. Note: When you're updating a ticket, this field is titled Additional Emails.
   Schedule	Onboarding Help	Select the date and time of day for the onboarding help session. Be sure to submit your ticket at least 48 hours in advance.
   Impacted Sites	Question Configuration Help Problem	Add a site—Click Add Site, and then click the impacted site. If you have a long list of sites, you can search by entering the site name or the site group name. Delete a site from the Impacted Sites list—Click the site, and then press the Delete key on your keyboard.
   Impacted Devices	Question Configuration Help Problem	Add a device—Click Add Device, click a device type, and then click the impacted device. If you have a long list of devices, you can search by entering the device name or MAC address. Delete a device from the Impacted Devices list—Click the device, and then press the Delete key on your keyboard.
   Impacted Clients	Question Configuration Help Problem	Add a client—Click Add Client, click a client type, and then click the impacted client. If you have a long list of clients, you can search by entering the client name or MAC address. Delete a client from the Impacted Clients list—Click the client, and then press the Delete key on your keyboard.
   Order Number	Subscriptions	Enter the order number for the subscription.
   Time of Issue	Question Configuration Help Problem	Click in the box, and then use the calendar and time list to enter the time when the issue occurred.
   Contact Number	Problem	Enter a phone number for the person that the support team can contact about this problem.
   Juniper Account Team Name and Contact	Problem (Full Production Network issues only)	Enter the name and contact information for your Juniper Account representative. (Applicable only if you selected Full Production Network Impacted in the impact drop-down list.)

6. Click Submit Ticket.
   If this button is unavailable, ensure that you've entered all required information. Required fields have red labels.