Create a Support Ticket

• 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 to request a Return Merchandise Authorization.

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

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

To complete the other fields, follow these tips.

Table 1: Field Descriptions

Field	Ticket Types	Tips
Ticket Summary	All ticket types	Enter a short description of the issue.
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.
Description	All ticket types	Enter a detailed description of the issue.
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.)

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