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Trouble Ticket (1.0)

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If you are experiencing an issue that is impacting your service, please enter your information and submit a trouble ticket. If this issue is not impacting your service, please submit a Smart Hands request.

Troubleticket

Get list of all Equinix Trouble Ticket Types

This operation will return all Equinix trouble ticket problems categories and corresponding details. API can be filtered by trouble ticket category.

query Parameters
category
string
Enum: "Cross Connect" "Network" "Power" "Environment" "Hardware" "Security" "Managed Services" "Smartview"

To get results by trouble ticket category.

header Parameters
Authorization
required
string

Specify the Access token with prefix 'Bearer'.

Responses

Response Schema: application/json
Array of objects (TroubleTicket Type)
Array
category
required
string

Type of trouble ticket.

code
required
string

Code of trouble ticket. Use this code while placing Trouble Ticket Order

description
required
string

Description trouble ticket.

severity
required
string

Severity of trouble ticket.

object

Response samples

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

Get Locations(ibx, cage) Details for Trouble Ticket Based on Trouble Ticket Permission for User

This API returns list of permissible to ibx/cage/account/cabinets

query Parameters
detail
boolean
Default: false

When enable this flag returns detailed permission with Cage & Cabinets.

ibxs
string

CH1

cages
string

Eg: CH1:01:0101

header Parameters
Authorization
required
string

Specify the Access token with prefix 'Bearer'.

Responses

Response Schema: application/json
Array of objects (Location)
Array
ibx
required
string

Ibx Name

required
Array of objects (Cage)

List of cage

Response samples

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

If you are experiencing an issue that is impacting your service, please enter your information and submit a trouble ticket

If you are experiencing an issue that is impacting your service, please enter your information and submit a trouble ticket

header Parameters
Authorization
required
string

Specify the Access token with prefix 'Bearer'.

Request Body schema: application/json
customerReferenceNumber
string <= 50 characters

You may use numbers and text in this field to enter reference information for your records. This will also appear in your reports and details. You may use this information to search for this content on the submitted requests page.

required
object (IBX Location)

IBX, Cage, Accounts and Cabinet information

ibx
required
string [ 1 .. 10 ] characters
required
Array of objects non-empty
Array (non-empty)
cage
required
string non-empty
accountNumber
required
string non-empty
cabinets
Array of strings
required
Array of objects (Contact Info) >= 2 characters

Use this array to pass ordering contact, notification contacts and technical contact. Ordering contact and notification contact are mandatory.Only one ordering contact, technical contact are allowed. One or more notification contacts are allowed. Ordering and notification contacts are always registered customers with the customer portal

Array
contactType
required
string
Enum: "TECHNICAL" "ORDERING" "NOTIFICATION"

Contact Type, possible values are ORDERING, NOTIFICATION, TECHNICAL

userName
string

User Name

name
string

Technical Contact Name

email
string (emailDef) <= 100 characters ^(([^<>()\[\]\.,;:\s@"]+(\.[^<>()\[\]\.,;:\s@...

Contact Email

workPhoneCountryCode
string^\+[0-9]{1,6}$

Primary Phone of the contact

workPhone
string <= 40 characters

Primary Phone of the contact

workPhonePrefToCall
string
Enum: "NEVER" "ANYTIME" "MY_BUSINESS_HOURS" "IBX_BUSINESS_HOURS" "BUSINESS_HOURS"

Possible values are NEVER, ANYTIME, BUSINESS_HOURS, MY_BUSINESS_HOURS,IBX_BUSINESS_HOURS. But BUSINESS_HOURS is deprecated and will be removed in future release

mobilePhoneCountryCode
string^\+[0-9]{1,6}$

Mobile Phone of the contact

mobilePhone
string <= 40 characters

Mobile Phone of the contact

mobilePhonePrefToCall
string
Enum: "NEVER" "ANYTIME" "MY_BUSINESS_HOURS" "IBX_BUSINESS_HOURS" "BUSINESS_HOURS"

Possible values are NEVER, ANYTIME, BUSINESS_HOURS, MY_BUSINESS_HOURS,IBX_BUSINESS_HOURS. But BUSINESS_HOURS is deprecated and will be removed in future release

workPhoneTimeZone
string <= 40 characters

Work Phone TimeZone

mobilePhoneTimeZone
string <= 40 characters

Mobile Phone TimeZone

Array of objects (Attachment)

Use this to pass uploaded attachments. Attachments need to be uploaded using the attachments API

Array
id
required
string non-empty

Attachement Id generated from Attachment Api

name
required
string non-empty

Attachment file name. Please make sure to select an attachment name which is used while uploading via the attachment api.

required
object

Use this object to pass all trouble related information.

incidentDateTime
required
string <date-time>

Date and time of received event (ISO Date)
Cannot be in the future.

problemCode
required
string
Enum: "cc01" "cc02" "cc03" "net01" "net02" "env01" "env02" "env03" "env04" "hdw01" "pwr01" "pwr02" "sec01" "sec02" "ms01" "ms04" "ms05" "ms06" "ms07" "ms08" "ms12" "ms13" "sv04" "sv02" "sv03" "sv05" "sv01"

Code matching the problem description. For more details see API /orders/troubleticket/types

serviceName
string

Subcategory for managed services. It will be a mandatory field for managed services trouble ticket

callFromCage
boolean

Allow the technician to call from the cage.

needSupportFromASubmarineCableStationEngineer
boolean

This flag is only applicable to Submarine Cable IBXs

additionalDetails
string [ 1 .. 4000 ] characters

Use this field to enter any information that applies to this trouble ticket request.

Responses

Response Schema: application/json
OrderNumber
string

Order Number

Request samples

Content type
application/json
{
  • "customerReferenceNumber": "RQT0036422",
  • "ibxLocation": {
    },
  • "serviceDetails": {
    },
  • "contacts": [
    ],
  • "attachments": [
    ]
}

Response samples

Content type
application/json
{
  • "OrderNumber": "1-128726682521"
}