Customers who have initiated a Return Material Authorization (RMA) through Support Portal may have questions about their RMA. This article explains how they can "Ask A Question" about their RMA requests. 

• I have an RMA in progress and I have a question to ask about it. How do I go about it?
• I have an Self Service RMA case, which auto-closed. Now I have a question about this RMA. When I write an email, I receive an automated bounce-back email. What should I do?

Juniper Support Portal:

1. Log in to the Juniper Support Portal.
2. Navigate to the RMA section.

3. Select the RMA number for which you have a question.
4. Click "Ask A Question" and enter your query (for example, the delivery status).

Email:
When customers reply to an SSRMA case (which is typically auto-closed within 3 minutes), they receive an automated bounce-back email. This email contains a link to the Juniper Support Portal, where customers can click "Ask A Question" to directly reach out to the Customer Care team for any further queries.

Example

When a new RMA case is created through the Self-Service workflow, an email is triggered to the customer with all relevant details, including the case number and a link to the RMA record. Customers can click the RMA record link to access the RMA page on the Juniper Support Portal, where they can use the "Ask A Question" option to reach out to Customer Care for any queries related to their RMA requests.

Example

Note: For all technical queries, customers are advised to contact JTAC directly.

Examples conversations through “Ask A Question”

2025-07-14: New document created