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Tickets (2.0-beta)

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URL: https://docs.equinix.com/api-support.htm Terms of Service

Tickets should be entered for requests that require an immediate response based on interruption or loss of your service. If the service loss or interruption was caused by Equinix, it will not incur any charges. If the issue was not caused by Equinix, there will be additional Smart Hands charges.

Tickets

Tickets

Create a Ticket

This method creates a ticket at locations where a user has trouble ticket ordering permission.

Authorizations:
BearerAuth
Request Body schema: application/json
code
required
string
Enum: "0000-0000" "0000-0001" "0000-0002" "0001-0000" "0001-0001" "0001-0002" "0001-0003" "0002-0000" "0002-0001" "0003-0000" "0003-0001" "0003-0002" "0003-0003" "0004-0000" "0005-0000" "0005-0001" "0007-0000" "0007-0001" "0007-0002" "0007-0003" "0007-0004" "0008-0000" "0008-0001" "0008-0002" "0008-0003" "0008-0004" "0008-0005" "0008-0006" "0008-0007" "0008-0008" "0008-0009" "0008-0010" "0012-0000" "0012-0001" "0012-0002" "0012-0003" "0012-0004" "0012-0005"

Ticket Code.

description
required
string [ 5 .. 4000 ] characters

Description of the trouble or issue.

primaryId
required
string [ 1 .. 100 ] characters

Primary reference identifier.

occurredDateTime
required
string <date-time>

Date and time the issue occurred.

secondaryId
string [ 1 .. 100 ] characters

Secondary reference identifier

customerReferenceId
string [ 1 .. 40 ] characters

Customer Reference Number / External Reference Number.

Array of objects (Attachment) <= 5 items

File(s) attached to the ticket. e.g. picture of broken device, scanned copy of bill or charge. To learn about including attachments in your request, see POST Attachments API.

Array (<= 5 items)
id
string = 36 characters

Identifier of the attachment.

name
string [ 5 .. 100 ] characters

Name of the attachment.

Array of ContactRequestRegisteredUser (object) or ContactRequestNonRegisteredUser (object)

List of persons who will be contacted for this ticket.

Array
One of
registeredUsers
required
Array of strings <= 10 items

Username of a registered user.

type
required
string
Default: "NOTIFICATION"
Enum: "NOTIFICATION" "TECHNICAL"

Type of contact.

LAYER1_0000_XXXX (object) or NETWORK_0001_XXXX (object) or POWER_0002_XXXX (object) or ENVIRONMENT_0003_XXXX (object) or HARDWARE_0004_XXXX (object) or SECURITY_0005_XXXX (object) or MANAGED_SERVICE_0006_XXXX (object) or SMARTVIEW_0007_XXXX (object) or SMARTKEY_0008XXXX (object) or BILLING_0010XXXX (object) or METROCONNECT_0012_XXXX (object)

List of additional details or requirements to support ticket resolution, depending on the trouble category you are facing.

Any of
callFromCage
boolean
Default: false

Requirement for the IBX technician to call the technical contact from the cage. If true, IBX technician will call the technical contact from the cage.

availability
string
Default: "ANYTIME"
Enum: "WORK_HOURS" "ANYTIME"

Availability type if call from cage is set as true.

timezone
string (TIME_ZONE_LIST)
Enum: "Atlantic/Canary" "Europe/Dublin" "Europe/London" "Europe/Lisbon" "Africa/Algiers" "Europe/Berlin" "Europe/Amsterdam" "Europe/Copenhagen" "Europe/Madrid" "Europe/Paris" "Europe/Stockholm" "Europe/Zurich" "Europe/Warsaw" "Africa/Cairo" "Africa/Johannesburg" "Africa/Lagos" "Europe/Sofia" "Africa/Nairobi" "Asia/Jerusalem" "Europe/Istanbul" "Europe/Moscow" "Asia/Riyadh" "Asia/Dubai" "Asia/Kabul" "Asia/Tehran" "Asia/Karachi" "Indian/Maldives" "Asia/Kolkata" "Asia/Kathmandu" "Asia/Omsk" "Asia/Rangoon" "Asia/Jakarta" "Asia/Ho_Chi_Minh" "Asia/Brunei" "Asia/Hong_Kong" "Asia/Kuala_Lumpur" "Asia/Manila" "Asia/Shanghai" "Asia/Singapore" "Asia/Taipei" "Australia/Perth" "Asia/Seoul" "Asia/Tokyo" "Australia/Darwin" "Australia/Brisbane" "Pacific/Guam" "Australia/Adelaide" "Australia/Sydney" "Pacific/Auckland" "Pacific/Chatham" "Indian/Christmas" "America/Scoresbysund" "Atlantic/South_Georgia" "America/Sao_Paulo" "America/Detroit" "America/New_York" "America/Puerto_Rico" "America/Toronto" "America/Bogota" "America/Chicago" "America/Winnipeg" "America/Denver" "America/Edmonton" "America/Mexico_City" "America/Los_Angeles" "America/Vancouver" "America/Phoenix" "America/Anchorage" "America/Halifax" "America/Lima" "America/Monterrey" "Pacific/Gambier" "Pacific/Marquesas" "Pacific/Honolulu" "Pacific/Fiji" "Asia/Muscat" "America/Argentina/Buenos_Aires" "America/Caracas" "Etc/GMT+12" "UTC" "GMT" "America/Santiago" "America/St_Johns" "Asia/Almaty" "Asia/Bangkok" "Asia/Calcutta" "Asia/Magadan" "Asia/Yekaterinburg" "Australia/Eucla" "Australia/Lord_Howe" "Europe/Bratislava" "Europe/Brussels" "Europe/Prague" "Europe/Rome" "Europe/Helsinki" "Pacific/Kiritimati" "Pacific/Midway" "Pacific/Tongatapu" "Australia/Melbourne" "Australia/NSW" "Australia/Queensland" "Australia/South" "Australia/Victoria" "Australia/West" "Australia/Canberra"

Time Zone Enum values.

submarineEngineerRequired
boolean
Default: false

Requirement for submarine cable station engineering support.

Responses

Response Headers
Location
string
Example: "/tickets/1-23232322"

Location of a ticket.

Request samples

Content type
application/json
{
  • "code": "0001-0000",
  • "description": "Description of the trouble or issue",
  • "primaryId": "AM0:000:00000",
  • "occurredDateTime": "2020-05-22T19:23:51Z",
  • "secondaryId": "AM0:000:00000:000",
  • "customerReferenceId": "External Reference Number",
  • "attachments": [
    ],
  • "contacts": [
    ],
  • "details": {
    }
}

Response samples

Content type
application/json
[
  • {
    }
]

Retrieve a ticket

This method retrieves a ticket by its ID for a user with permission to view this request.

Authorizations:
BearerAuth
path Parameters
id
required
string [ 1 .. 100 ]

Identifier of the ticket.

Responses

Response Schema: application/json
category
string [ 10 .. 100 ] characters

Tickets Category.

subCategory
string [ 10 .. 100 ] characters

Tickets Sub Category.

description
string [ 10 .. 4000 ] characters

Description of the trouble or issue.

primaryId
string [ 10 .. 100 ] characters

Primary reference identifier associated with the troubled asset, such as cage identifier.

occurredDateTime
string <date-time>

Date and time the issue occurred.

id
string [ 10 .. 20 ] characters

Unique identifier of the ticket.

secondaryId
string [ 10 .. 100 ] characters

Secondary reference identifier associated with the troubled asset.

customerReferenceId
string [ 10 .. 100 ] characters

Customer Reference Number / External Reference Number.

resolutionDateTime
string <date-time>

The resolution date and time

Array of objects (Resolutions)

Resolution Details.

Array
id
string

Identifier of an activity.

type
string

type of event.

status
string
description
string

type of description.

price
string

charges.

hours
string

hours

status
string
Enum: "RECEIVED" "IN_PROGRESS" "ON_HOLD" "CLOSED" "CANCELLED"

The current status of the ticket.

LAYER1_0000_XXXX (object) or NETWORK_0001_XXXX (object) or POWER_0002_XXXX (object) or ENVIRONMENT_0003_XXXX (object) or HARDWARE_0004_XXXX (object) or SECURITY_0005_XXXX (object) or MANAGED_SERVICE_0006_XXXX (object) or SMARTVIEW_0007_XXXX (object) or SMARTKEY_0008XXXX (object) or BILLING_0010XXXX (object) or METROCONNECT_0012_XXXX (object)

List of additional details or requirements to support ticket resolution, depending on the trouble category you are facing.

Any of
callFromCage
boolean
Default: false

Requirement for the IBX technician to call the technical contact from the cage. If true, IBX technician will call the technical contact from the cage.

availability
string
Default: "ANYTIME"
Enum: "WORK_HOURS" "ANYTIME"

Availability type if call from cage is set as true.

timezone
string (TIME_ZONE_LIST)
Enum: "Atlantic/Canary" "Europe/Dublin" "Europe/London" "Europe/Lisbon" "Africa/Algiers" "Europe/Berlin" "Europe/Amsterdam" "Europe/Copenhagen" "Europe/Madrid" "Europe/Paris" "Europe/Stockholm" "Europe/Zurich" "Europe/Warsaw" "Africa/Cairo" "Africa/Johannesburg" "Africa/Lagos" "Europe/Sofia" "Africa/Nairobi" "Asia/Jerusalem" "Europe/Istanbul" "Europe/Moscow" "Asia/Riyadh" "Asia/Dubai" "Asia/Kabul" "Asia/Tehran" "Asia/Karachi" "Indian/Maldives" "Asia/Kolkata" "Asia/Kathmandu" "Asia/Omsk" "Asia/Rangoon" "Asia/Jakarta" "Asia/Ho_Chi_Minh" "Asia/Brunei" "Asia/Hong_Kong" "Asia/Kuala_Lumpur" "Asia/Manila" "Asia/Shanghai" "Asia/Singapore" "Asia/Taipei" "Australia/Perth" "Asia/Seoul" "Asia/Tokyo" "Australia/Darwin" "Australia/Brisbane" "Pacific/Guam" "Australia/Adelaide" "Australia/Sydney" "Pacific/Auckland" "Pacific/Chatham" "Indian/Christmas" "America/Scoresbysund" "Atlantic/South_Georgia" "America/Sao_Paulo" "America/Detroit" "America/New_York" "America/Puerto_Rico" "America/Toronto" "America/Bogota" "America/Chicago" "America/Winnipeg" "America/Denver" "America/Edmonton" "America/Mexico_City" "America/Los_Angeles" "America/Vancouver" "America/Phoenix" "America/Anchorage" "America/Halifax" "America/Lima" "America/Monterrey" "Pacific/Gambier" "Pacific/Marquesas" "Pacific/Honolulu" "Pacific/Fiji" "Asia/Muscat" "America/Argentina/Buenos_Aires" "America/Caracas" "Etc/GMT+12" "UTC" "GMT" "America/Santiago" "America/St_Johns" "Asia/Almaty" "Asia/Bangkok" "Asia/Calcutta" "Asia/Magadan" "Asia/Yekaterinburg" "Australia/Eucla" "Australia/Lord_Howe" "Europe/Bratislava" "Europe/Brussels" "Europe/Prague" "Europe/Rome" "Europe/Helsinki" "Pacific/Kiritimati" "Pacific/Midway" "Pacific/Tongatapu" "Australia/Melbourne" "Australia/NSW" "Australia/Queensland" "Australia/South" "Australia/Victoria" "Australia/West" "Australia/Canberra"

Time Zone Enum values.

submarineEngineerRequired
boolean
Default: false

Requirement for submarine cable station engineering support.

Array of objects (Note)

The note(s) that are associated to the ticket.

Array
id
string [ 10 .. 100 ] characters

Identifier of the note

createdDateTime
string <date-time>

The date and time the note was created.

text
string [ 5 .. 4000 ] characters

The text of the note

author
string >= 5 characters

Username or system name that created the note.

referenceId
string [ 1 .. 50 ] characters

Reference identification related to troubleshooting activity.

type
string
Enum: "CUSTOMER_QUERY" "CUSTOMER_NOTES" "TECHNICIAN_QUERY" "TECHNICIAN_NOTES"

Type of notes.

Array of objects (Attachment)

File(s) attached to the ticket. e.g. picture of broken device, scanned copy of bill or charge. To learn about including attachments in your request, see POST Attachments API.

Array of objects (Attachment) <= 5 items

File(s) attached to the ticket

Array (<= 5 items)
id
string = 36 characters

Identifier of the attachment.

name
string [ 5 .. 100 ] characters

Name of the attachment.

Array of objects (Contacts)

List of persons who will be contacted for this ticket.

Array
registeredUser
string

Username of a registered user.

firstName
string

First name of the contact.

lastName
string

Last name of the contact.

type
string
Enum: "ORDERING" "NOTIFICATION" "TECHNICAL"

Communications type

Array of objects (ContactsDetails)

Communications Details.

Response samples

Content type
application/json
[
  • {
    }
]

Update a Ticket

This method updates a ticket by its ID for a user with permission to view this request.

Authorizations:
BearerAuth
path Parameters
id
required
string [ 1 .. 100 ] characters

Identifier of the ticket.

Request Body schema: application/json
required

The ticket to be updated

required
Array of objects (ContactRequestRegisteredUser_Update) <= 1 items

List of persons who will be contacted for this ticket.

Array (<= 1 items)
registeredUsers
required
Array of strings [ 1 .. 10 ] items

Username of a registered user.

type
required
string
Value: "NOTIFICATION"

Type of contact

Responses

Request samples

Content type
application/json
{
  • "contacts": [
    ]
}

Response samples

Content type
application/json
[
  • {
    }
]

Add notes to ticket

This method adds notes to a ticket by its ID for a user with permission to view this request.

Authorizations:
BearerAuth
path Parameters
id
required
string [ 1 .. 100 ] characters

Identifier of the ticket

Request Body schema: application/json
required

Add a note

text
required
string [ 5 .. 4000 ] characters

The text of the note.

referenceId
string [ 1 .. 50 ] characters

Reference identification related to troubleshooting activity.

Array of objects (Attachment) <= 5 items

File(s) attached to the ticket. e.g. picture of broken device, scanned copy of bill or charge. To learn about including attachments in your request, see POST Attachments API.

Array (<= 5 items)
id
string = 36 characters

Identifier of the attachment.

name
string [ 5 .. 100 ] characters

Name of the attachment.

Responses

Response Headers
Location
string
Example: "/tickets/1-23232322"

Location of a ticket

Request samples

Content type
application/json
{
  • "text": "More details to the ticket",
  • "referenceId": "5-2000000000",
  • "attachments": [
    ]
}

Response samples

Content type
application/json
[
  • {
    }
]

Cancel a ticket

This method cancels a ticket by its ID for a user with permission to view this request.

Authorizations:
BearerAuth
path Parameters
id
required
string [ 1 .. 100 ] characters

Identifier of the ticket.

Request Body schema: application/json
required

The ticket to be cancelled.

reason
required
string [ 5 .. 4000 ] characters

Description of the trouble or issue.

Array of objects (Attachment) <= 5 items

File(s) attached to the ticket. e.g. picture of broken device, scanned copy of bill or charge. To learn about including attachments in your request, see POST Attachments API.

Array (<= 5 items)
id
string = 36 characters

Identifier of the attachment.

name
string [ 5 .. 100 ] characters

Name of the attachment.

Responses

Request samples

Content type
application/json
{
  • "reason": "Duplicate ticket was raised, and issue was already resolved. Refer to ticket id 1-100000000000.",
  • "attachments": [
    ]
}

Response samples

Content type
application/json
[
  • {
    }
]