Create a Support Ticket

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.

The Support Tickets: New Ticket page appears.

The options are:

• Routing Assurance

• Apstra

• JSI

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 with 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 you 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.

Marvis scans a range of documentation and generates tailored responses to help you resolve issues. You can ask follow-up questions and request clarifications to refine the search results. Additionally, Marvis suggests related questions and provides links to Juniper resources based on which the response is generated.

The How can I help you today? section offers a set of prompt templates to help you start your conversation with Marvis. Alternatively, you can type your questions directly into the Ask Marvis a question text box and Marvis will assist you.

To use a prompt template, click the one that best suits your question.

• I need help troubleshooting...—Use this when you are trying to diagnose or resolve an issue.

• How do I configure...—Use this when you need guidance on setting up or modifying a configuration.

• I have an issue with...—Use this to describe a specific problem you are encountering.

• Can you explain how...—Use this if you want to learn or need clarification about a feature or functionality.

Note:

These prompts are just suggestions and are not meant to limit what you can ask Marvis. As long as the question is about Juniper products and services, there are no constraints to the range of questions you can ask Marvis.

A textbox appears on the right side of the page with the selected prompt auto-populated. Complete the prompt with the relevant details and press Enter. Based on your input, Marvis will instantly provide relevant responses.

If your question doesn't fit the suggested prompt templates, you can ignore the suggestions and enter your question directly in the Ask Marvis a question textbox. Press Enter to generate a response. Marvis will use your input to search for relevant solutions and assist you instantly.

An action toolbar appears at the end of each response, providing quick access to the following functions:

• Copy to Clipboard—Click the copy icon to copy your question, the generated response, and related citations to the clipboard.

• Provide Feedback—Share your experience resolving the issue with the help of Marvis.

  Based on your experience, click the Thumbs Up or Thumbs Down icon to rate your interaction with Marvis. The Marvis Feedback dialog box appears.

  You are provided with a set of predefined feedback options, select the ones that best describe your experience. You can also add comments to offer suggestions or provide additional context for your feedback.

  Figure 1: Feedback Dialog Box for Positive Feedback
  Figure 2: Feedback Dialog Box for Negative Feedback

  Click Submit to submit your feedback.

  Note:

  Before you submit, review your feedback carefully as you cannot reset or modify your feedback once submitted.

• View Citations—Click the citations icon to view the list of sources on which the generated response is based. Click the citation links to explore the source materials.

• Reset Conversation—Click the reset conversation icon to start a new conversation.

  Note:

  Resetting the conversation clears your conversation history and starts a new session.

Below the action toolbar, you can find a list of related questions, that can help you refine your query and explore additional information. Click a question from the list to populate it in the chat and continue the conversation or type your question in the textbox.

If you are able to resolve the issue with the help of Marvis, you can cancel the support ticket by clicking Cancel at the top-right corner of the New Ticket page.

For field descriptions, see Table 1.

Note:

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

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 the 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 the devices impacted by the issue from the list of devices associated with the site or organization. Note: For Routing Assurance and JSI, this field is mandatory if there are onboarded devices in your organization. This field is optional if your organization does not have onboarded devices and you require support for non-onboarded devices. 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.