Support Support Downloads Knowledge Base Case Manager My Juniper Community

Knowledge Base

Search our Knowledge Base sites to find answers to your questions.

Ask All Knowledge Base Sites All Knowledge Base Sites JunosE Defect (KA)Knowledge BaseSecurity AdvisoriesTechnical BulletinsTechnotes Sign in to display secure content and recently viewed articles

My email bounces and I get an email error when I reply to a Service Request note

0

0

Article ID: KB9961 KB Last Updated: 21 Dec 2018Version: 8.0
Summary:

Customers can update their Service Request notes through the online MYJ-SRM (My Juniper Service Request Manager) tool or by replying to a Service Request note email.

However, replying to the wrong support email address or using an email address that is not correctly linked with the call tracking system can result in a "bounced" email or a system email error.

This article gives reasons for such an email to bounce and for the system email error.

 

Symptoms:
  • Customers replying to a Service Request note update email receive a mail delivery error; the email bounces back.

  • I am unable to update a Service Request. I have tried to update a Service Request and it has bounced back.

 

Solution:

There are a couple of reasons for an update to a Service Request to bounce back.

Reason 1: Replying to the wrong Service Request update email message

There are two types of email messages that are sent out from Juniper Networks support.

  • Emails from "support" - Ok to use. The contents of the email will be posted to your Service Request.

  • Emails from "websupport" - Do not use for Service Request note reply messages. Email responses by using this address will be returned with an email error.   

If you did not receive a Service Request update from "support,"  log in to the Juniper Networks MYJ-SRM (My Juniper Service Request Manager) tool and update the Service Request manually.

 

Reason 2: Copying or replying to a Service Request note by using an email address that is different than the one the account Service Request was created with

You may receive this error for any of the following reasons.

  • The email address that is in our database is not the email address being used.

  • You may have another account with a different email address but the same phone number, which conflicts in our database as well.

  • You may have different email addresses that you use in order to update the Service Request. 

For further assistance, contact Customer Care.

 

Modification History:

2018-12-21: Updated article to reflect information that is current, up-to-date, and valid

 

Related Links

Comment on this article > Affected Products Browse the Knowledge Base for more articles related to these product categories. Select a category to begin.

Getting Up and Running with Junos

Getting Up and Running with Junos Security Alerts and Vulnerabilities Product Alerts and Software Release Notices Problem Report (PR) Search Tool EOL Notices and Bulletins JTAC User Guide Customer Care User Guide Pathfinder SRX High Availability Configurator SRX VPN Configurator Training Courses and Videos End User Licence Agreement Global Search