Trouble Ticket (1.0)

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

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

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

200
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403
500

Content type

application/json

{"troubleticketTypes": [{"category": "Cross Connect",
"code": "cc01",
"description": "A live Cross Connect circuit stopped working",
"severity": "s1"
},
{"category": "Managed Services",
"code": "ms01",
"description": "Managed Firewall",
"severity": "S1",
"additionalDetails": {"subCategories": ["Firewall Issue",
"VPN Issue",
"Load Balancer Issue"
],
"enabledIBXs": ["DB1",
"DB2",
"DB3",
"DB4"
]
}
}
]
}

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

200
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500

Content type

application/json

{"locations": [{"ibx": "AM1",
"cages": [{"cage": "AM1:02:002MC1",
"cageTypes": ["Shared"
],
"accounts": [{"number": "1111",
"name": "ABC Network Services",
"poTracking": false,
"pricingEnabled": false,
"pricingEnforced": false,
"cabinets": [{"cabinet": "AM1:02:002MC1:0601",
"cabinetType": "Shared"
},
{"cabinet": "AM1:02:002MC1:0602",
"cabinetType": "Shared"
}
]
}
]
}
]
}
]
}

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

Payload

Content type

application/json

{"customerReferenceNumber": "RQT0036422",
"ibxLocation": {"ibx": "CH1",
"cages": [{"cage": "CH1:05:000750",
"accountNumber": "12345",
"cabinets": ["CH1:05:000750:01"
]
}
]
},
"serviceDetails": {"incidentDateTime": "2019-04-10T13:45:59.123Z",
"problemCode": "ms13",
"serviceName": "OS Issue",
"callFromCage": true,
"additionalDetails": "test"
},
"contacts": [{"contactType": "ORDERING",
"userName": "test"
},
{"contactType": "NOTIFICATION",
"userName": "test"
},
{"contactType": "TECHNICAL",
"userName": "test",
"workPhone": "1111111",
"workPhonePrefToCall": "ANYTIME",
"mobilePhone": "1111111",
"mobilePhonePrefToCall": "ANYTIME"
}
],
"attachments": [{"id": "eb9ab7e9-3785-41e4-af24-74b8dc37b254",
"name": "test.pdf"
}
]
}

Response samples

201
400
403
500

Content type

application/json

{"OrderNumber": "1-128726682521"
}