Create Trouble Ticket

0000-0000, 0000-0001, 0000-0002, 0001-0000, 0001-0001, 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 which best represents the issue you are facing.

The code comprises a problem category and its subcategory. For example, the code '0002-0000' consists of the category '0002' and subcategory '0000'. '0002' represents a Power issue, while '0000' represents the more specific issue of total power outage.

Description of the issue you are facing. Be as specific as possible. If your description exceeds 4000 characters, you should include it as an attachment.

This is free text input.

Limit: 1 to 4000 characters.

Primary asset reference identifier (ID).

For Layer 1 issues, the primaryId value is a cross connect or patch panel serial number. Only A-side assets are allowed. For Z-Side or multi-hop cross connect issues, always enter the A-Side asset.

For other issues, it is a cage ID.

For example, AM1:01:000111, is a cage ID.

Date and time the issue occurred.

Secondary asset reference ID.

There is no secondaryId for the following ticket codes; 0000-0000, 0000-0001, 0000-0002, 0005-0001.

For all other issues, the secondaryId is a cabinet ID.

Customer's own reference ID. This information can be searched for in Order History and will appear within Reports.

This is free text input.

Attachments array comprising object(s) with attachment details. Each attachment object must contain the following parameters: id, name.

Up to 5 attachments, each not exceeding 5MB, can be provided in the following formats: bmp, jpg, jpeg, gif, png, tif, tiff, txt, doc, docx, xls, xlsx, ppt, pps, ppsx, pdf, and vsd.

Attachment ID. This is mandatory when an attachment is included.

Name of the attachment. This is mandatory when an attachment is included.

You will obtain this value after using the POST Attachments File API, but you can change the name for your own reference when including this attachment in any order request.

This is free text input.

Contacts array consists of objects representing the technical contact and notification contact(s). Equinix will communicate with these contacts based on their information provided. When any of the contacts are not provided, they default to the authenticated user who submitted this ticket (also known as the ordering contact).

• If they are a registered Equinix Customer Portal user, also known as a registered user, and they have the appropriate user status, only their username needs to be passed. All their contact details will be referred from their user profile in the portal, including their availability for contact. See parameter 'registeredUsers' for more information on user status.
• If they are not a Equinix Customer Portal user, also known as a non-registered user, their full name (first and last names) and contact details must be provided.

• They must be a registered user. Only their username needs to be passed.
• N/A for a non-registered contact.

• Registered contact object, the following body parameters are mandatory: registeredUsers, type. All other attributes passed in a registered contact object will be ignored.
• Non-registered contact object, the following body parameters are mandatory: firstName, lastName, type, details.

To include more information such as the technical contact's availability or timezone, see parameters 'availability' and 'timezone'.

Equinix Customer Portal username of the registered user. This is mandatory for a registered user.

Limt for technical contact: 1 string.

Defines the contact type. This is mandatory for the registered and non-registered contacts.

First name of the non-registered user. This is mandatory the for the non-registered user.

Last name of the non-registered user. This is mandatory for the non-registered user.

• always email address and
• at least one type of number, either phone or mobile.

Defines the contact detail type. This is mandatory for a non-registered user.

Value of the contact detail type. This is mandatory for a non-registered user.

For example, +1-987-654-3210 or +1 987 654 3210.

Details object consisting of additional details or requirements to support ticket resolution. This details object contains the following parameters: callFromCage, availability, timezone, submarineEngineerRequired.

Requirement for the IBX technician to call the technical contact from the cage.

If 'true', the technical contact will be called within the time frame defined by their availability and timezone.

If 'false', no one will be called.

Defines the technical contact's availability to take calls from the IBX technician.

Availability - Description
ANYTIME - Technical contact is available 24/7.
WORK_HOURS - Technical contact is only available during business hours. Equinix IBX technicians will only call the technical contact on business days from 9am to 5pm in the technical contact's timezone. For a registered user, their timezone is defined in their user profile. If they would like to provide a different timezone, they should provide it in the parameter 'timezone'. For a non-registered user, if they select WORK_HOURS, the parameter 'timezone' is mandatory.

Defines the timezone of the technical contact's work hours. This is mandatory when the non-registered user selects WORK_HOURS as their availability.

For a registered user, the timezone provided here will override the timezone in their user profile only for this ticket request, and does not replace the timezone in their user profile.

Requirement for submarine cable station engineering support. This is only applicable for submarine cable enabled IBXs.

If 'true', submarine cable station engineering support is required.

If 'false', submarine cable station engineer support is not required and trouble resolution will proceed with a standard onsite engineer.

URL of the ticket.

Example: /tickets/{id}

The IBX location code.

Cages information consists of ID of cage, ID of cabinet, and cage account number.

Date and time of the incident in the local IBX time.

Provide a date and time (UTC time zone) in one of the following ISO 8601 formats:

Problem code.

If this is a 'Network' product Cross Connect, change to the correct 'Network' problem code.

The specific service name issue for Managed Services.

The asset ID number of the asset experiencing an issue. Providing the asset number can help expedite the processing time of your request.

This is a requirement for the Technical contact person to be called from the cage.

If 'true', the Technical contact person will be called.

If 'false', no one will be called.

Requirement for submarine cable station engineer support.

This is mandatory for customers with Monet accounts.

If 'true', submarine cable station engineer support is required.

If 'false', submarine cable station engineer support is not required.

Any additional details, including the serial number or cable ID, that will help Equinix resolve the issue readily. This is free text input.

An array containing the attachment details.

Up to 5 attachments, each not exceeding 5MB, can be provided in the following formats: bmp, jpg, jpeg, gif, png, tif, tiff, txt, doc, docx, xls, xlsx, ppt, pps, ppsx, pdf, and vsd.

ID of the attachment. You will obtain this value after attaching your file using the attachment API.

Name of the attachment. You will obtain this value after attaching your file using the attachment API, but you may change the name for your own reference when including this attachment in any order request. This is free text input.

Customer's own reference number. This is free text input.

This can be an internal code. This information can be searched for in Order History and will appear within Reports.

There are three types of contact persons: Ordering, Technical, and Notification. All three contacts are mandatory.

Equinix-registered username of contact person whose user profile is active or locked.

For Ordering contact, Equinix-registered username of contact person must be active.

For Notification and Technical contacts, Equinix-registered username of contact person can be active or locked.

If the Technical contact does not have the required Equinix-registered username, their full name, email address, work phone, and work phone time zone calling preference must be provided. It is recommended to also include the work phone country code. Additional information such as mobile phone country code, mobile phone number, and their availability to take calls on their mobile phone may also be provided.

With the exception of the mandatory contact information required for the Technical contact, any other additional contact information passed together with a 'userName' for Ordering, Technical, and Notification contacts will be ignored.

Full name of contact person. This is free text input.

Email information of contact person. This is free text input.

Country code for work phone number of the contact person. This is free text input.

Example: +571

Work phone number of contact person. This is free text input.

Availability of Technical contact person to take calls. This is mandatory for the Technical contact.

Call Preference - Description
NEVER - Does not take calls.
ANYTIME - Takes calls anytime.
MY_BUSINESS_HOURS - Takes calls only during their business hours. This would be in their specified time zone from Mondays to Fridays, 9am to 5pm. The body parameter 'workPhoneTimeZone' is mandatory to pass when this option is selected.
IBX_BUSINESS_HOURS - Takes calls only during the business hours of the IBX. This would be in the IBX time zone from Mondays to Fridays, 9am to 5pm.

Country code for the mobile phone number of the contact person. This is free text input.

Availability of Technical contact person to take calls on their mobile phone.

This indicates the specific time zone of the Technical contact's business hours that follows the IANA time zone database names format.