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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.
This method creates a ticket at locations where a user has trouble ticket ordering permission.
| 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)
| |||||||||
Array of ContactRequestRegisteredUser (object) or ContactRequestNonRegisteredUser (object) List of persons who will be contacted for this ticket. | |||||||||
Array One of
| |||||||||
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
| |||||||||
| Location | string Example: "/tickets/1-23232322" Location of a ticket. |
{- "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": [
- {
- "id": "c77c5f58-a7ea-4e88-9fc4-1a2900027425",
- "name": "error-log"
}
], - "contacts": [
- {
- "registeredUsers": [
- "john_doe"
], - "type": "NOTIFICATION"
}
], - "details": {
- "callFromCage": false,
- "availability": "WORK_HOURS",
- "timezone": "America/Los_Angeles",
- "submarineEngineerRequired": false
}
}[- {
- "errorCode": "EQ-2019025",
- "errorMessage": "Selected value is not in allowed list of values",
- "correlationId": "100087013727518",
- "additionalInfo": [
- {
- "property": "code",
- "reason": "Selected code is invalid. Allowed list is 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",
- "value": "0000-00001231"
}
]
}
]This method retrieves a ticket by its ID for a user with permission to view this request.
| id required | string [ 1 .. 100 ] Identifier of the ticket. |
| 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
| |||||||||||||||
| 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
| |||||||||||||||
Array of objects (Note) The note(s) that are associated to the ticket. | |||||||||||||||
Array
| |||||||||||||||
Array of objects (Attachment) <= 5 items File(s) attached to the ticket | |||||||||||||||
Array (<= 5 items)
| |||||||||||||||
Array of objects (Contacts) List of persons who will be contacted for this ticket. | |||||||||||||||
Array
| |||||||||||||||
[- {
- "category": "Network",
- "subCategory": "General Network connectivity Issue",
- "description": "None",
- "primaryId": "SG0:00:000000",
- "occurredDateTime": "2020-12-12T18:17:04.000Z",
- "id": "1-20001234567",
- "resolutionDateTime": "2020-12-12T18:19:44Z",
- "resolutions": [
- {
- "id": "5-20001234567",
- "type": "Trouble",
- "status": "Resolved - Equinix Caused"
}
], - "status": "CLOSED",
- "contacts": [
- {
- "registeredUser": "john_doe",
- "firstName": "John",
- "lastName": "Doe",
- "type": "ORDERING",
- "details": [
- {
- "value": "john.doe1@example.com",
- "type": "EMAIL"
}, - {
- "value": "+65-65006500",
- "type": "PHONE"
}
]
}, - {
- "registeredUser": null,
- "firstName": "John",
- "lastName": "Doe",
- "type": "TECHNICAL",
- "details": [
- {
- "value": "john.doe@example.com",
- "type": "EMAIL"
}, - {
- "value": "+65-65006500",
- "type": "PHONE"
}, - {
- "type": "MOBILE"
}
]
}, - {
- "registeredUser": "john_doe1",
- "firstName": "John",
- "lastName": "Doe",
- "type": "ORDERING",
- "details": [
- {
- "value": "john.doe@example.com",
- "type": "EMAIL"
}, - {
- "value": "+65-65006500",
- "type": "PHONE"
}, - {
- "value": "+65-65006500",
- "type": "MOBILE"
}
]
}
], - "notes": [
- {
- "id": "1-2ABCDE0",
- "createdDateTime": "2020-12-12T19:17:31Z",
- "text": "Hi APNOC,\n\nAs per our site survey and correspondence with Sasee, the correct CID should be SR# not SR#-A.\n\nWe have replaced the XFP and the port is UP on .SG0. (Refer to attached images)",
- "referenceId": "5-203475893464",
- "author": "Equinix Support",
- "type": "TECHNICIAN_QUERY",
- "attachments": [
- {
- "id": "d86a88b9-bdd5-4f08-94b5-a3fe8a11e763",
- "name": "SR# - 1-7-2 - port up.jpg"
}, - {
- "id": "0651425c-5212-4d63-a35f-7a807d0000ac",
- "name": "SR# - 1-7-2 - port down.jpg"
}, - {
- "id": "461dad9c-a746-4fff-9d26-5bcc8c719830",
- "name": "SR# - 1-7-2 - faulty XFP.jpg"
}
]
}
], - "details": {
- "callFromCage": false,
- "availability": "ANYTIME"
}
}
]This method updates a ticket by its ID for a user with permission to view this request.
| id required | string [ 1 .. 100 ] characters Identifier of the ticket. |
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)
| |||||
{- "contacts": [
- {
- "registeredUsers": [
- "username@mail.com"
], - "type": "NOTIFICATION"
}
]
}[- {
- "errorCode": "EQ-2019011",
- "errorMessage": "Missing mandatory fields/properties",
- "correlationId": "100087070263603",
- "additionalInfo": [
- {
- "property": "contacts",
- "reason": "contacts is required"
}
]
}
]This method adds notes to a ticket by its ID for a user with permission to view this request.
| id required | string [ 1 .. 100 ] characters Identifier of the ticket |
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)
| |||||
| Location | string Example: "/tickets/1-23232322" Location of a ticket |
{- "text": "More details to the ticket",
- "referenceId": "5-2000000000",
- "attachments": [
- {
- "id": "c77c5f58-a7ea-4e88-9fc4-1a2900027425",
- "name": "error-log"
}
]
}[- {
- "errorCode": "EQ-2019011",
- "errorMessage": "Missing mandatory fields/properties",
- "correlationId": "100087087431624",
- "additionalInfo": [
- {
- "property": "text",
- "reason": "text is required"
}
]
}
]This method cancels a ticket by its ID for a user with permission to view this request.
| id required | string [ 1 .. 100 ] characters Identifier of the ticket. |
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)
| |||||
{- "reason": "Duplicate ticket was raised, and issue was already resolved. Refer to ticket id 1-100000000000.",
- "attachments": [
- {
- "id": "c77c5f58-a7ea-4e88-9fc4-1a2900027425",
- "name": "error-log"
}
]
}[- {
- "errorCode": "EQ-2019011",
- "errorMessage": "Missing mandatory fields/properties",
- "correlationId": "100087106961325",
- "additionalInfo": [
- {
- "property": "reason",
- "reason": "reason is required"
}
]
}
]