# Open a Case

You can open and manage Customer Care and Technical Support cases through the online Case Management System of the Juniper Technical Assistance Center (JTAC). The autocomplete feature of the Case Management System automatically retrieves and fills the device-specific details required to create a customer support case.

Note: You can manually edit the device-specific information if necessary.

Using the Case Management System, you can open cases for both technical and nontechnical issues. If you need product assistance or have a Return Materials Authorization (RMA) request, open a Technical Support case. If you have issues with new product registration, license keys, logins, or other nontechnical areas, open a Customer Care case.

To open a Technical Support or a Customer Care case:

- Click Customer Care or Technical Support from the WebUI of your device. The Case Management page appears.

- Enter your username and password to access the Case Management page and click Login.

Creating a Technical Support Case

1. Technical Support Case: Select this option to report a technical issue with the security device.

2. Click Next.

3. Enter the following information:

Note: Based on your device parameters, the Case Management System automatically fills in device specific information such as series, platform, release, version, system serial number, and system/route number.

- Synopsis: Briefly describe the issue.

- Priority: Choose the priority you want assigned to your case. If you consider your case to be high priority, we recommend you choose the Telephone Support option.

- Problem description: Describe the issue in detail.

- Additional Email Recipients: Enter the email addresses to which you want to have updates sent.

- Beta: Select this option if you are working on the Beta version of the product.

- Choose a Site: Select the appropriate deployment site from the drop-down list.

- Follow-up Method: Choose either Email Full text update or Email Secure Web Link.

4. Click Create case to create the Technical Support case.

The system generates a unique case number (for example, 2007-0824-1271) for your issue and displays a message about the successful case creation. You can review, update, or send additional files using the case number as a reference. You can also track the status of your case using the Customer Tracking Number, which the system generates automatically during the case-creation process.

Creating a Customer Support Case

1. Customer Support Case: Select this option to open a case for new product registration, license, or login issue.

2. Click Next.

3. Enter the following information:

Note: Based on your device parameters, the Case Management System automatically fills in device-specific information such as series, platform, release, version, system serial number, and system/route number.

- Synopsis: Briefly describe the issue.

- Problem description: Describe the issue in detail.

- Issue Type and Issue Sub-type: Choose the issue type and subtype from the drop-down list.

- Additional Email Recipients: Enter the email addresses to which you want to have updates sent.

- Choose a Site: Select the appropriate deployment site from the drop-down list.

- Follow-up Method: Choose either Email Full text update or Email Secure Web Link.

4. Click Create case to create the Customer Care case.

The system generates a unique case number (for example, 2007-0824-1271) for your issue and displays a message about the successful case creation. You can review, update, or send additional files using the case number as a reference. You can also track the status of your case using the Customer Tracking Number, which the system generates automatically during the case-creation process.