Self-service RMA process is now available to customers with "Power Supply", "1RU Fixed Devices", "1RU Configurable Appliances", "SFP," and "Fan" Field Replaceable Units (FRUs). This process will entitle a customer to request and process RMAs directly from the Juniper Support Portal (JSP or the community portal) by using the self-service RMA workflow, without intervention from JTAC.

This bulletin provides all information relevant to the self-service RMA process, including how to create the RMA online and the list of FRUs that are eligible for RMA. It will continue to evolve with more information as the self-service capabilities expand and we incorporate more FRUs.

To understand the procedure to create an Self-Service RMA, eligible customers can access the online video tutorial (03:30 mins) titled Juniper Support Portal: Online RMA Overview.

The list of "Power Supply," "1RU Fixed Devices," "1RU Configurable Appliances," SFP, and "Fan" Field Replaceable Units (FRUs) that are eligible for Self-Service RMA is available in KB70551 - List of FRUs That Are Eligible for Online RMA without JTAC Intervention [juniper.net]. Since this list will be regularly updated, you can subscribe to the article itself or this TSB to get notified of any updates to the list of FRUs included in the document.

Shipping Details

• If an inbound ticket is required, enter the inbound ticket # in the Special Delivery instructions for Courier. If an inbound ticket is not required, enter “Inbound ticket not required” in the Special Delivery Instructions for Courier.

• All fields denoted with an asterisk are required. By default, the shipping address is pre-populated with the “Installed-At” location of the device according to the Juniper Install Base records. If the actual ship-to location is different, you will have to update the shipping address by clicking the pen icon.

• Following which, a confirmation is required to determine if the update is permanent or not, that is, "change the Install Base address to alternate shipping address permanently?

Any permanent change to the address OR updates to the shipping “country” field will result in a 2-3 days delay in the processing of the RMA, since this change in information is to be validated by the Customer Care team/logistics prior to making them permanent.

Shipping Information

• Email: Enter the email addresses that should receive the RMA notifications, separated by a comma or semi-colon.

• Name: Enter the local contact who will receive the unit(s).

• Phone: Enter the local phone number in the delivery country.

Additional References

For any questions related to the general RMA process, refer to KB9866 - RMA - Frequently Asked Questions (FAQ) [juniper.net].

2024-09-25: Added SFP to the list of components for which Self-Service RMA is available

2024-08-12: Updated verbiage to replace online RMA with Self-Service RMA and added screenshots.

2024-08-09: Updated content to reflect the extended list of units that are now eligible for online RMA

2024-04-29: Added Fan FRUs reference

2023-10-30: Initial version