Managed Services (Beta)

Managed Services:
This feature is currently in Beta stage. For more information on Beta features, refer to our FAQ.

With Equinix Messaging Gateway (EMG) solution, customers can subscribe to Managed Services and manage their trouble tickets, products, and services. The EMG provides an integration layer for customers to communicate with Equinix based on the IT Service Management (ITSM) applications.

The Managed Services is end-to-end communication between ITSM applications on the customer and Equinix sides. The two-way communication via EMG can be as follows:

Use case 1:

  • Create a case (trouble ticket/service request) from your application to Equinix
  • Update a case (trouble ticket/service request) from your application to Equinix
  • Receive notification of case status (update of trouble ticket/order of service)

Use case 2:

  • Equinix creates a case on record and sends a notification to your application
  • Equinix requires your application to acknowledge the notification when the case is created on your application.

Managed Services

Create or update a Service Managed case from your application to Equinix

Create Case

Customers can submit trouble tickets/service requests via EMG. The case is created on the Equinix side.

Sample Request:

Copy 
{
"Task": {
    "Id": "bf9f2707-d612-4d63-9958-4c8b1fcf3cc0",
    "Source": "3e095d30-40ff-11e9-8959-5be078353003",
    "Verb": "Create",
    "Resource": "TroubleTicket.ManagedService",
    "ContentType": "application/json",
    "Version": "1.0",
    "Body": {
    "RequestorId": "123456789",
    "AccountNumber": "123456",
    "CustomerContact": "demo@equinix.com",
    "Description": "Create Trouble Ticket",
    "ShortDescription": "Create case",
    "Impact": "High",
    "Urgency":"Medium", 
    }
},
"Signature": "RWNobwp7CiAgIklkIjogIjM1MGFlZjcwLTc4MWItMTFlOSogIH0KfQ=="
}

The description of the create request schema is as follows:

Name Mandatory Type Applicable Value(s) Description
Task Yes Object The task object comprises a common set of header attributes and a unique set of body attributes. The header attributes are applicable to all order types, whereas the body attributes vary for each order.
Id Yes String (Guid) The unique identifier of the message. Customers must ensure to send a unique value for each message.
Source Yes String (Guid) A unique value to identify the message sender. This value will be shared with the customer during the onboarding process.
Verb Yes String Create Indicates the action to be performed.
Resource Yes String TroubleTicket.ManagedService Indicates the ticket type.
ContentType No String application/json
Version Yes String 1.0 The version of the request and response schema.
Body Yes Object An object containing the details of the order. The attributes within the object will vary based on the resource and verb.
RequestorId Yes String The customer's reference number for this Trouble Ticket order. This attribute is mandatory.
AccountNumber Yes String Customer account number.
CustomerContact Yes String The User ID of the user registered with Equinix Customer Portal.
Description Yes String

A detailed description of the scope of work.
This field can only be up to 4000 characters long.

Description > 4000 characters is trimmed.
Short Description Yes String

A Short description of the scope of work.
This field can only be up to 160 characters long.
Short Description > 160 characters is trimmed.

Impact Yes String High/Medium/Low Impact must be provided (High/Medium/Low)
Urgency Yes String High/Medium/Low Urgency must be provided (High/Medium/Low)
Signature Yes String Base64 encoded signature.

Sample Response:

Copy 
{
"Task": {
    "Id": "69352cff-4f00-4c42-9dce-a1b5e5ecc40b",
    "Source": "3e095d30-40ff-11e9-8959-5be078353003",
    "Verb": "Ack",
    "Resource": "TroubleTicket.ManagedService",
    "ContentType": "application/json",
    "CreateTimeUTC": "2019-12-13T15:45:04.553Z",
    "Version": "1.0",
    "OriginationId": "bf9f2707-d612-4d63-9958-4c8b1fcf3cc0",
    "OriginationVerb": "Create",
    "Body": {
    "RequestorId": "123456789",
    "CaseSysId": "32 bit uinque number sys_id",
    "StatusCode": 200
    "Description": "Ticket has been created"
    }
},
"Signature": "Jm2BpG/5ll6s3v0w3WWMULkRXsIEPog1e5AuYWT/kF3qW+hhNAFDZGCJ5lNmUT4Y3jUFid/3yb3diXK+Tr0hm7zwGLMDyi/mRwlc7LxYKRtbhHgHxWviQgTsLrreKlLuOJHbl81bCLxK2UEPrfRXuAOUbMyOT2mzBhidiCFg=="
}

The description of the create response schema is as follows:

Name Type Description
Task Object The task object comprises a common set of header attributes and a unique set of body attributes. The header attributes are applicable to all order types, whereas the body attributes vary for each order.
Id String (Guid) The unique identifier of the message. Customers must ensure to send a unique value for each message.
Source String (Guid) A unique value to identify the message sender. This value will be shared with the customer during the onboarding process.
Verb String Indicates the action to be performed. Applicable values are "Ack" and "Update".
Resource String Indicates the ticket type.
ContentType String
CreateTimeUTC String Indicates the date and time at which the Trouble Ticket order was created at Equinix's end.
Version String The version of the request and response schema.
OriginationId String (Guid) The unique identifier of the message in the request schema.
OriginationVerb String Indicates the action to be performed in the request schema.
Body Object An object containing the details of the order. The attributes within the object vary based on the resource and verb.
RequestorId String The customer's reference number for this Trouble Ticket order.
ServicerId String Indicates the Trouble Ticket order ID generated by Equinix after the order was submitted.
StatusCode String The HTTP status code of the request.
Description String

Additional details of the order created

Ex: "Equinix BreakFix Managed Service Ticket: CS0634418 Was created in reference to: 123456789"
Signature String Base64 encoded signature.

Update Case

Customer can update their trouble tickets/request services via EMG. The case is updated on the Equinix side.

Sample Request:

Copy 
{
"Task": {
    "Id": "2352c576-fab3-4856-a431-0a4b55a2babe",
    "Source": "3e095d30-40ff-11e9-8959-5be078353003",
    "Verb": "Update",
    "Resource": "TroubleTicket.ManagedService",
    "ContentType": "application/json",
    "Version": "1.0",
    "Body": {
        "ServicerId": "c572cef497702950c9b930b6f053afd1",
        "TicketState": "Open/Inprogress/Resolved/StopNotice",
        "Comments": "Update Trouble Ticket"
    }
},
"Signature": "RWNobwp7CiAgIklkIjogIjM1MGFlZjcwLTc4MWItMTFlOSogIH0KfQ=="
}

The description of the update request schema is as follows:

Name Mandatory Type Applicable Value(s) Description
Task Yes Object The task object comprises a common set of header attributes and a unique set of body attributes. The header attributes are applicable to all order types, whereas the body attributes vary for each order.
Id Yes String (Guid) The unique identifier of the message. Customers must ensure to send a unique value for each message.
Source Yes String (Guid) A unique value to identify the message sender. This value will be shared with the customer during the onboarding process.
Verb Yes String Update Indicates the action to be performed.
Resource Yes String TroubleTicket.ManagedService Indicates the ticket type.
ContentType No String application/json
Version Yes String 1.0 The version of the request and response schema.
Body Yes Object An object containing the details of the ticket. The attributes within the object will vary based on the resource and verb.
RequestorId Yes String Indicates the Trouble Ticket Case ID generated by Equinix after the order was submitted.
TicketState Yes String The state of the ticket.
Open/Inprogress/Resolved/Stop notice
Comments Yes String Additional comments.
Signature Yes String Base64 encoded signature.

Sample Response:

Copy 
{
    "Task": {
        "Id": "69352cff-4f00-4c42-9dce-a1b5e5ecc40b",
        "Source": "3e095d30-40ff-11e9-8959-5be078353003",
        "Verb": "Ack",
        "Resource": "TroubleTicket.ManagedService",
        "ContentType": "application/json",
        "CreateTimeUTC": "2019-12-13T15:45:04.553Z",
        "Version": "1.0",
        "OriginationId": "bf9f2707-d612-4d63-9958-4c8b1fcf3cc0",
        "OriginationVerb": "Update",
        "Body": {
            "RequestorId": "123456789",
            "StatusCode": 200,
            "Description": "Equinix BreakFix Managed Service Ticket: CS0634418 was updated"
        }
    },
    "Signature": "Jm2BpG/5ll6s3v0w3WWMULkRXsIEPog1e5AuYWT/kF3qW+hhNAFDZGCJ5lNmUT4Y3jUFid/3yb3diXK+Tr0hm7zwGLMDyi/mRwlc7LxYKRtbhHgHxWviQgTsLrreKlLuOJHbl81bCLxK2UEPrfRXuAOUbMyOT2mzBhidiCFg=="
}

The description of the update response schema is as follows:

Name Type Description
Task Object The task object comprises a common set of header attributes and a unique set of body attributes. The header attributes are applicable to all order types, whereas the body attributes vary for each order.
Id String (Guid) The unique identifier of the message. Customers must ensure to send a unique value for each message.
Source String (Guid) A unique value to identify the message sender. This value will be shared with the customer during the onboarding process.
Verb String Indicates the action to be performed. The verb for response messages is "Ack" and "Update".
Resource String Indicates the ticket type.
ContentType String
CreateTimeUTC String Indicates the date and time at which the Trouble Ticket order was updated at Equinix's end.
Version String The version of the request and response schema.
OriginationId String (Guid) The unique identifier of the message in the request schema.
OriginationVerb String Indicates the action to be performed in the request schema.
Body Object An object containing the details of the order. The attributes within the object will vary based on the resource and verb.
RequestorId String The customer's reference number for this Trouble Ticket order.
StatusCode String The HTTP status code of the request.
Description String

Additional details of the order updated.

Ex: "Equinix BreakFix Managed Service Ticket: CS0634418 was updated"
Signature String Base64 encoded signature.

Sample Notifications

For more information, refer to:

Acknowledgment of Case Update

Client sends an acknowledgment of the trouble ticket/request service update to the Equinix via EMG.

Sample Request:

Copy 
{
    "Task": {
        "Id": "69352cff-4f00-4c42-9dce-a1b5e5ecc40b",
        "Source": "3e095d30-40ff-11e9-8959-5be078353003",
        "Verb": "Ack",
        "Resource": "TroubleTicket.ManagedService",
        "ContentType": "application/json",
        "CreateTimeUTC": "2019-12-13T15:45:04.553Z",
        "Version": "1.0",
        "OriginationId": "bf9f2707-d612-4d63-9958-4c8b1fcf3cc0",
        "OriginationVerb": "Update",
        "Body": {
            "RequestorId": "123456789",
            "ServicerId": "INC or PRB or CS", //Customer Ticekt unique number
            "StatusCode": 201,
            "Description": "Equinix BreakFix Managed Service Ticket: CS0634418 was updated"
        }
    },
    "Signature": "Jm2BpG/5ll6s3v0w3WWMULkRXsIEPog1e5AuYWT/kF3qW+hhNAFDZGCJ5lNmUT4Y3jUFid/3yb3diXK+Tr0hm7zwGLMDyi/mRwlc7LxYKRtbhHgHxWviQgTsLrreKlLuOJHbl81bCLxK2UEPrfRXuAOUbMyOT2mzBhidiCFg=="
}

The description of the ACK Trouble Ticket is as follows:

Name Type Description
Task Object The task object comprises a common set of header attributes and a unique set of body attributes. The header attributes are applicable to all order types, whereas the body attributes vary for each order.
ID String (Guid) The unique identifier of the message. Customers must ensure to send a unique value for each message.
Source String (Guid) A unique value to identify the message sender. This value will be shared with the customer during the onboarding process.
Verb String Indicates the action to be performed. Applicable values are "Ack" and "Update".
Resource String Indicates the ticket type.
ContentType String
CreateTimeUTC String Indicates the date and time at which the Trouble Ticket order was created at Equinix's end.
Version String The version of the request and response schema.
Body Object An object containing the details of the order. The attributes within the object will vary based on the resource and verb.
RequestorId String The customer's reference number for this Trouble Ticket order.
ServicerId String Indicates the Trouble Ticket order ID generated by Equinix after the order was submitted.
Signature String Base64 encoded signature.