BreakFix/Trouble Ticket Order
BreakFix or Trouble Tickets are requests from users that require an immediate Equinix response to deal with a loss or interruption of customer service. Trouble Tickets can be submitted by any user with Trouble Ticket ordering permissions for the affected Datacenter in question. If the loss or interruption of service was caused by Equinix, it will be considered “Equinix Caused” and will not incur any charges. However, if it is identified as customer caused, normal Smart Hands charges will apply. Trouble tickets can be submitted to deal with issues concerning power, cross-connects, environment, hardware, network, security, or managed services, and troubleshooting will be prioritized according to the severity of the issue.
See Integrate with Equinix Messaging Gateway for links on how to use the EMG Templates for ordering.
Equinix Messaging gateway supports several Trouble Ticket types. The below Type and Operation are passed in the request payload to indicate the Trouble Ticket
| Trouble Ticket Type | Operation | Description | ||||
| Category | Sub Category | |||||
| Cross Connect | 0000 | 0000 | Live Cross-Connect circuit stopped working. | |||
| 0001 | Live Metro Connect circuit stopped working. | |||||
| 0002 | New Cross-Connect was not installed properly. | |||||
|
Note: Trouble ticket codes starting with '0001' (Network) are no longer applicable. |
||||||
| Power | 0002 | 0000 | Experiencing total power outage. | |||
| 0001 | Experiencing partial power outage. | |||||
| Environment | 0003 | 0000 | Experiencing rising temperature. | |||
| 0001 | Experiencing decreasing temperature. | |||||
| 0002 | Experiencing water leakage. | |||||
| 0003 | Structural damage. | |||||
| Hardware | 0004 | 0000 | Service impacting issue with my device. | |||
| Security | 0005 | 0000 | Service issue with my cage or cabinet. | |||
| 0001 | Cage door not working. | |||||
|
Note: Trouble ticket codes starting with '0006' (Managed Services) are no longer applicable. |
||||||
| Smartview | 0007 | 0000 | IBX SmartView Power Draw | |||
| 0001 | IBX SmartView Environment | |||||
| 0002 | IBX SmartView Mechanical System | |||||
| 0003 | IBX SmartView Environmental Sensor | |||||
| 0004 | IBX SmartView Electrical System | |||||
The following screenshots show sample message requests to create, update, and cancel Trouble Tickets in EMG.
Create Trouble Ticket (Hardware)
Sample Request:
Copy
{
"Task": {
"Id": "bf9f2707-d612-4d63-9958-4c8b1fcf3cc0",
"Source": "3e095d30-40ff-11e9-8959-5be078353003",
"Verb": "Create",
"Resource": "BreakFix",
"ContentType": "application/json",
"Version": "1.0",
"Body": {
"RequestorId": "123456789",
"RequestorIdUnique": false,
"Operation": "0004/0000",
"Location": "LD9:00:000000:0105",
"Device": "MIA-96CBE-1A|ABC XY00-AC |JN11XXXXX",
"CustomerContact": "demo@equinix.com",
"IncidentDateTime": "2019-12-20T18:25:43.511Z",
"Description": "Create Trouble Ticket",
"Attachments": [
{
"Name": "samplepicture.jpeg",
"Url": "https://eqixazurestorage.blob.core.windows.net/file-download-blob/samplepicture.jpeg"
}
],
}
},
"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 | BreakFix | Indicates the order 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 | Conditional | String | The customer's reference number for this Trouble Ticket order. This attribute is only mandatory if RequestorIdUnique is true. | |
| RequestorIdUnique | Yes | Boolean | true false |
Indicates whether the RequestorId is unique. The default value for this attribute
is false. The RequestorId should not be referenced in any other ticket and if referenced this operation will fail with a "400 - Bad Request". This field cannot be NULL. |
| Operation | Yes | String | Indicates the Trouble Ticket type. For example, 0004/0000, where 0004 is the category and 0000 is the operation subcategory. |
|
| Location | Yes | String | The location of the cage and cabinet where the Trouble Ticket is required. | |
| Device | No | String | The description of the customer device for which this Trouble Ticket is raised. | |
| CustomerContact | Yes | String | The username or email address of the user registered with Equinix Customer Portal. | |
| CallFromCage | No | Boolean | Indicates whether Equinix technician can contact the customer's technical contact from
the cage If 'true', the Technical contact person will be called. If 'false', no one will be called. Default: false |
|
| IncidentDateTime | No | String | Indicates the date and time at which the incident occurred. The date must be provided in ISO
Date format If the incident date and time is not provided, the SYSDATE on which the message was created will be used. |
|
| Description | No | String | A detailed description of the scope of work. This field can only be up to 3800 characters long. Description > 3800 characters will be added as an attachment to the order being submitted. |
|
| Attachments | No | Array [{ String, String }] | Includes all attachments for supporting this request. Expected Value: [{"Name":<Attachment_Name>, "Url":<Attachment_URL>}] OR [{"Name":<Attachment_Name>, "Id":<Attachment_Id>}] URL - URL to download the attachment Id - Attachment Id returned by Equinix Attachment API (https://api.equinix.com/v1/attachments/file) 5 files with 5MB size each Supported filetypes: .bmp,.jpeg,.jpg,.gif,.png,.tif,.txt,.doc,.docx,.xls,.tiff,.xlsx,.ppt,.pptx,.pdf,.vsd,.pps,.ppsx |
|
| AdditionalContacts | No | Array [{ Object}] | Can be used to overide details of TECHNICAL CONTACT sent as part of "CustomerContact" attribute. You can send details of non-registered contacts with Equinix Customer Portal | |
| ContactType | Yes | String (Enum) | Type of Contact. Expected value : TECHNIICAL | |
| Name | Yes | String | Full Name of the Contact, Eg. 'First_Name' + 'Last_Name' Supported Regex: ^[\s.]([^\s.][\s.]){0,100}$ |
|
| Yes | String | Valid email address of the contact. Should be <=100 characters Supported Regex: ^(([^<>()\[\]\.,;:\s@"]+(\.[^<>()\[\]\.,;:\s@"]+)*)|(".+"))@((\[[0-9]{1,3}\.[0-9]{1,3}\.[0-9]{1,3}\.[0-9]{1,3}])|(([a-zA-Z\-0-9]+\.)+[a-zA-Z]{2,}))$ |
||
| WorkPhoneCountryCode | Yes | String | Country Code of Primary Phone of the contact. Should be within [1…6] characters
Supported Regex: ^\+[0-9]{1,6}$ |
|
| WorkPhone | Yes | String | Primary Phone of the contact. Should be within [1…40] characters Supported Regex: ^[0-9\.\-() ]{2,40}(?:(x|ext)[0-9\.\-() ]{1,10})?$ |
|
| WorkPhonePrefToCall | No | String | Expected values are NEVER, ANYTIME, MY_BUSINESS_HOURS,IBX_BUSINESS_HOURS. Defauted to 'ANYTIME' | |
| WorkPhoneTimeZone | No | String | Expected values are "Atlantic/Canary" "Europe/Dublin" "Europe/London" "Europe/Lisbon" "Africa/Algiers" "Europe/Berlin" "Europe/Amsterdam" "Europe/Copenhagen" "Europe/Madrid" "Europe/Paris" "Europe/Stockholm" "Europe/Zurich" "Europe/Warsaw" "Africa/Cairo" "Africa/Johannesburg" "Europe/Sofia" "Africa/Nairobi" "Asia/Jerusalem" "Europe/Istanbul" "Europe/Moscow" "Asia/Riyadh" "Asia/Dubai" "Asia/Kabul" "Asia/Tehran" "Asia/Karachi" "Indian/Maldives" "Asia/Kolkata" "Asia/Kathmandu" "Asia/Omsk" "Asia/Rangoon" "Asia/Jakarta" "Asia/Ho_Chi_Minh" "Asia/Brunei" "Asia/Hong_Kong" "Asia/Kuala_Lumpur" "Asia/Manila" "Asia/Shanghai" "Asia/Singapore" "Asia/Taipei" "Australia/Perth" "Asia/Seoul" "Asia/Tokyo" "Australia/Darwin" "Australia/Brisbane" "Pacific/Guam" "Australia/Adelaide" "Australia/Sydney" "Pacific/Auckland" "Pacific/Chatham" "Indian/Christmas" "America/Scoresbysund" "Atlantic/South_Georgia" "America/Sao_Paulo" "America/Detroit" "America/New_York" "America/Puerto_Rico" "America/Toronto" "America/Bogota" "America/Chicago" "America/Winnipeg" "America/Denver" "America/Edmonton" "America/Mexico_City" "America/Los_Angeles" "America/Vancouver" "America/Phoenix" "America/Anchorage" "Pacific/Gambier" "Pacific/Marquesas" "Pacific/Honolulu" "Pacific/Fiji" "Asia/Muscat" "America/Argentina/Buenos_Aires" "America/Caracas" "Etc/GMT+12" "UTC" "GMT" "America/Santiago" "America/St_Johns" "Asia/Almaty" "Asia/Bankgkok" "Asia/Calcutta" "Asia/Magadan" "Asia/Yekaterinburg" "Australia/Eucla" "Australia/Lord_Howe" "Europe/Bratislava" "Europe/Brussels" "Europe/Prague" "Europe/Rome" "Pacific/Kiritimati" "Pacific/Midway" "Pacific/Tongatapu" | |
| MobilePhoneCountryCode | No | String | Country Code of Mobile Phone of the contact. Should be within [1…6] characters Supported Regex: ^\+[0-9]{1,6}$ |
|
| MobilePhone | No | String | Mobile Phone of the contact. Should be within [1…40] characters Supported Regex: ^[0-9\.\-() ]{2,40}(?:(x|ext)[0-9\.\-() ]{1,10})?$ |
|
| MobilePhonePrefToCall | No | String | Expected values are NEVER, ANYTIME, MY_BUSINESS_HOURS,IBX_BUSINESS_HOURS. Defauted to 'ANYTIME' | |
| MobilePhoneTimeZone | No | String | Please refer to 'WorkPhoneTimeZone' for expected values | |
| 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\":\"BreakFix\",\"ContentType\":\"application/json\",\"CreateTimeUTC\":\"2019-12-13T15:45:04.553Z\",\"Version\":\"1.0\",\"OriginationId\":\"bf9f2707-d612-4d63-9958-4c8b1fcf3cc0\",\"OriginationVerb\":\"Create\",\"Body\":{\"RequestorId\":\"123456789\",\"ServicerId\":\"1-199912345789\",\"StatusCode\":201,\"Description\":\"Equinix BreakFix: 1-199912345789 Was created in reference to : 123456789\",\"Object\":null}}",
"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. Equinix will 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 type. Applicable values are "Ack" and "Update". |
| Resource | String | Indicates the order 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. |
| StatusCode | String | The HTTP status code of the request. |
| Description | String | Additional details of the order created Ex: "Equinix BreakFix: 1-199912345789 Was created in reference to : 123456789" |
| Signature | String | Base64 encoded signature. |
Update Trouble Ticket
Sample Request:
Copy
{
"Task": {
"Id": "2352c576-fab3-4856-a431-0a4b55a2babe",
"Source": "3e095d30-40ff-11e9-8959-5be078353003",
"Verb": "Update",
"Resource": "BreakFix",
"ContentType": "application/json",
"Version": "1.0",
"Body": {
"ServicerId": "1-199912345789",
"Attachments": [
{
"Name": "samplepicture.jpeg",
"Url": "https://eqixazurestorage.blob.core.windows.net/file-download-blob/samplepicture.jpeg"
}
],
"Description": "Update Trouble Ticket",
"CallFromCage": true
}
},
"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 | BreakFix | Indicates the order 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 | Conditional | String | The customer's reference number for this Trouble Ticket order. This attribute is only mandatory if ServicerId is not provided. | |
| ServicerId | Conditional | String | Indicates Trouble Ticket order ID generated by Equinix after the order was submitted. This attribute is only mandatory if RequestorId is not provided. | |
| CallFromCage | No | Boolean | Indicates whether Equinix technician can contact the customer's technical contact from
the cage If 'true', the Technical contact person will be called. If 'false', no one will be called. Default: false |
|
| Description | Yes | String | A detailed description of the scope of work. This field can only be up to 3800 characters long. | |
| Attachments | No | Array [{ String, String }] | Includes all attachments for supporting this request. Expected Value: [{"Name":<Attachment_Name>, "Url":<Attachment_URL>}] 5 files with 5MB size each Supported filetypes: .bmp,.jpeg,.jpg,.gif,.png,.tif,.txt,.doc,.docx,.xls,.tiff,.xlsx,.ppt,.pptx,.pdf,.vsd,.pps,.ppsx. |
|
| 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\":\"BreakFix\",\"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\":\"1-193505304576\",\"StatusCode\":201,\"Description\":\"Equinix BreakFix: 1-199912345789 was updated\",\"Object\":null}}",
"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 type. Applicable values are "Ack" and "Update". |
| Resource | String | Indicates the order 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. |
| Body | Object | An object containing the details of the order. |
| RequestorId | String | The customer's reference number for this Trouble Ticket order. |
| ServicerId | String | Indicates the Trouble Ticket order ID genrated by Equinix after the order was submitted. |
| StatusCode | String | The HTTP status code of the request. |
| Description | String | Additional details of the order updated. Ex: "Equinix BreakFix: 1-199912345789 was updated" |
| Signature | String | Base64 encoded signature. |
Cancel Trouble Ticket
Sample Request:
Copy
{
"Task": {
"Id": "63d7a57b-848a-4335-ab47-6c1aaee71b04",
"Source": "3e095d30-40ff-11e9-8959-5be078353003",
"Verb": "Update",
"Resource": "BreakFix",
"ContentType": "application/json",
"Version": "1.0",
"Body": {
"State": "Cancelled",
"ServicerId": "1-199912345789"
"Description": "Cancel Trouble Ticket"
}
},
"Signature": "RWNobwp7CiAgIklkIjogIjM1MGFlZjcwLTc4MWItMTFlOSogIH0KfQ=="
}The description of the cancel 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 | BreakFix | Indicates the order 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 | Conditional | String | The customer's reference number for this Trouble Ticket order. This attribute is only mandatory if ServicerId is not provided. | |
| ServicerId | Conditional | String | Indicates the Trouble Ticket order ID created at Equinix's end after the order was submitted. This attribute is only mandatory if RequestorId is not provided. | |
| State | Conditional | String | Cancelled | This attribute is only valid when the verb is 'Update' and must only be used when cancelling an order. |
| Description | Yes | String | A detailed description of the scope of work. This field can only be up to 4000 characters long. |
|
| Signature | Yes | String | Base64 encoded signature. |
Sample Response:
Copy
{
"Task": "{\"Id\":\"2f3b9c69-1446-46fa-b5c7-040421029c88\",\"Source\":\"3e095d30-40ff-11e9-8959-5be078353003\",\"Verb\":\"Ack\",\"Resource\":\"BreakFix\",\"ContentType\":\"application/json\",\"CreateTimeUTC\":\"2019-12-13T15:53:33.084Z\",\"Version\":\"1.0\",\"OriginationId\":\"63d7a57b-848a-4335-ab47-6c1aaee71b04\",\"OriginationVerb\":\"Update\",\"Body\":{\"ServicerId\":\"1-193505304576\",\"RequestorId\":\"123456789\",\"StatusCode\":200,\"Description\":\"Equinix BreakFix: 1-199912345789 Was Cancelled\",[{\"Name\":\"cancelticket.jpeg\",\"Id\":\"f1797cd8-4508-434d-9998-3cf4545c7ca0\"}]}}",
"Signature": "Jm2BpG/5ll6s3v0w3WWMULkRXsIEPog1e5AuYWT/kF3qW+hhNAFDZGCJ5lNmUT4Y3jUFid/3yb3diXK+Tr0hm7zwGLMDyi/mRwlc7LxYKRtbhHgHxWviQgTsLrreKlLuOJHbl81bCLxK2UEPrfRXuAOUbMyOT2mzBhidiCFg=="
}The description of the cancel 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 | The verb for response messages is "Ack". Indicates it is an acknowledgement message from Equinix. |
| Resource | String | Indicates the order type. |
| ContentType | String | |
| CreateTimeUTC | String | Indicates the date and time at which the Trouble Ticket order was cancelled at Equinix's end. |
| Version | String | The version of the request and response schema. |
| Body | Object | An object containing the details of the order. |
| 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 cancelled. Ex: "Equinix BreakFix: 1-199912345789 Was Cancelled" |
| Signature | String | Base64 encoded signature. |
Sample Outgoing Notification
For more information, refer to Order Notifications - BreakFix/Trouble Ticket.
