Orders and Tickets History

To view the history, status, and details of your orders and tickets in the Customer Portal, select Orders and Tickets, then Orders and Tickets History:

This page displays all requests placed in the last 12 months, and shows the following details for each request:

• Order Number – A unique ID for the request.

• Description – A summary of the request.

  Icon	Meaning
  	The request is expedited
  	The request to expedite was denied
  	Equinix is reviewing the scheduled request
  	The scheduled request is approved
  	The request is a recurring order

• Location – The IBX for which the request was opened.

• Status – Current status of the request.

  Note: If the order contains multiple related requests, each request will proceed through the status flow independently of the others. For example, one part of the order might be in Pending Approval Status, while another part of the order is in Created status.

  Status	Meaning
  Submitted	The request was successfully added to the system. No action or review has occurred yet. If the order contains multiple requests, each is listed separately.
  Pending Approval	(For Scheduled and Expedited orders.) Equinix is reviewing the scheduling of the order. If the order contains multiple requests, each is assigned a unique Activity Number.
  Created	The request is in the queue, and Equinix is reviewing the Scope of Work. If the order contains multiple requests, each is assigned a unique Activity Number and an Estimated Completion Date.
  Action Required	Equinix needs information or approval from you (for example, there may be questions about the work, or Equinix may propose a different scheduled date/time for the work). For more information, see Respond to 'Action Required' items below.
  Accepted	The request has been reviewed and accepted by a technician.
  In Progress	The IBX technician has started the work.
  Completed	Equinix has finished the work. Tip: Some completed orders can be re-opened if you need additional assistance. For details, see Re-open a Completed Order.
  Cancelled	The work will not be performed.

• Estimated Completion – Approximate date/time the request is expected to be finished. This date/time is displayed in your preferred time zone (not the IBX local time zone), as defined in your Customer Portal user profile.

  Note: Scheduled requests start at the agreed-upon time; Expedited requests complete by the agreed-upon time.

• Last Updated – Date and time the request was last modified.

• Account Name – Name of the account associated with the request.

• Account Number – Number of the account associated with the request.

• Customer Reference – Information from the Customer Reference field on the request.

• Purchase Order Number – The PO number for the purchase to be made.

• Order Source – Source from where the request was placed (for example: Mobile, Portal, or Offline).

• To change the number of rows displayed per page, use the pagination option (bottom right of the page) to view 10, 25, 50, or 100 rows at a time.

• To show or hide columns in the grid, click Settings () at the top right corner of the grid.

  

To enter a keyword (such as the order number, PO, or contact name) to find a specific order, use the Search box (top right corner above the grid).

You can sort the requests by order number, estimated completion date, or last updated date:

• Click the arrow in the column header to sort by that column.

• Click again to toggle between ascending order and descending order.

Quick Filters

You can use the tabs at the top of the grid to filter the orders by their current status:

• Open

• Action Required

• Closed

• All

Note: When you click a tab, the total number of orders with that status is shown on the tab:

Tip: You can also select Show only my orders to view only the orders that you opened. Orders opened by other users are excluded.

More Filters

You can also filter orders by:

• Product/Ticket Type – Selects orders by product type and/or the purposes for which they were opened:

  

• Status – Selects orders by their current status:

  • Submitted

  • Pending Approval

  • Action Required

  • Created

  • Accepted

  • In Progress

  • Completed

  • Cancelled

• Location – Selects orders for one or more specific IBXs.

• Creation Date – Selects orders opened within a specific time period (past 7 days, past 14 days, past 30 days, past 3 months, past 6 months, past year). Or you can select Custom Date Range to choose a range of dates from a calendar.

Tip: Click Reset Filters to return to the default grid view.

To view details for a bundled order, click the down arrow () in the Description column.

Tip: For the steps to create a bundled order, see Submit a Smart Hands Order.

From the grid, click an order number to view more details:

This page displays:

1. Order Number in the left panel.

2. IBX at the top of the page, beside the order description.

3. Activity Number for the specific activity.

4. Estimated Completion date and time of the request.

5. Cage/Cabinet for which the request was made.

You can click View Order Details on the left panel to see the contact information for the order, when the order was created, and the account associated with it:

Tip: Options to Modify or Cancel the order are shown in the top-right corner and the lower-left corner of the details page.

View Activity Timeline

The Activity Timeline shows:

• the current order status

• the complete history of the order (including status updates)

The timeline also shows other updates relevant to your order type. Examples:

1. For scheduled requests – Once the scheduling of the work is accepted by Equinix, the scheduled start date and time are shown in the timeline.

2. For orders with the video conference option enabled – Once the scheduling of the Zoom meeting has been accepted by Equinix, the meeting date and time are shown in the timeline.

3. For inbound shipments containing multiple packages – As your packages arrive at the IBX, the timeline is updated to show the number of packages received so far (green=received, red=not received). Once all parts of the shipment have been received, the colored indicator is solid green.

To hide the status updates and to only view the communications with Equinix, turn on Only show communications:

The timeline shows your order's estimated completion date/time in your preferred time zone AND in the IBX’s local time zone:

View Service Details

Click Service Details to see more details and to request changes (if needed):

Depending on the order type, the service details might include:

• Location – The IBX and cage/suite/cabinet for which the request was made.

• Work Visit Details – The start and end dates of the work visit, the name of the visitor, and whether open cabinet assistance or supervision of the work visit was performed.

• Scope of Work – Any additional information regarding the request.

• Attachments – Any files that have been uploaded for the request. You can click an attachment name to download it.

Tip: You can click Request Modification at the far right of this section to edit the request details.

View Contacts

Click Contacts to see the technical/notification contacts associated with the request.

Tip: See Technician Messaging to learn how to send messages to the technician.

Tip: Click Back to Orders (top left corner) to return to the grid.

If your order is in Action Required status, Equinix needs information or approval from you. For example, the technician may have questions about the work, or Equinix may have proposed a different scheduled date/time for the work.

Important: In some cases, your action may be required by a certain date/time (which is specified in the order's Activity Timeline or the notification you received). If you do not respond within that time period, the order may be cancelled.

Use any of the following ways to find orders that need your attention:

• Click the Action Required tab on the Orders and Tickets History screen.

• Click (upper-right corner of the portal window) to see your action-item notifications. Items with a Respond By date are shown in red:

  

• Check the Message Center on the Orders Dashboard. Respond By dates are shown in red:

  

To respond to an Action Required item from the Notifications list or the Message Center, simply click on the item. To respond to an item from the Orders and Tickets History screen:

1. Hold your mouse pointer over the Action Required status until it changes to a Respond button.

2. Click Respond, enter the requested information, and submit it.

Note: Only the ordering contact or the Technical Contact can respond to an Action Required item.

Video – Order Modification

From the Orders and Tickets History Grid

Make changes to an open request using the pencil () on the right side of the row.

From the Activity Timeline

You can change or cancel a request from the Activity Timeline:

To quickly add a note to a Smart Hands order that has already been submitted:

1. Find your order on the Orders and Tickets History screen.

2. Hover over the blue note () beside the order number:

   

   The following button appears:

   

3. Click Add Note and enter your notes.

4. Click Upload File(s) to add any relevant files.

5. Click Submit.

Note: If the option is not visible for your order, the order cannot currently be modified. For example, you cannot add notes to recurring orders, or to orders with a status of Pending Approval, Cancelled, Action Required, or Completed.

If you need additional assistance with a completed order, you can re-open it.

Note: This feature is not available for trouble tickets, inbound/outbound shipments, power services (energize/de-energize a circuit), recurring orders, or orders that have already been re-opened and completed again.

To re-open an order:

1. On the Orders and Tickets History screen, find your completed order and click .

   or

   On the Activity Timeline for the order, click Re-open Request or Re-Submit Request.

   Tip: For bundled orders, choose the individual activity you want to re-open. (You cannot re-open an entire bundle at once.)

2. In the text box, enter a detailed reason for re-opening the order.

3. Attach any relevant files (if any), then click Submit.

Re-open vs Re-Submit

When re-opening an order via the Activity Timeline:

• The Re-open Request option appears for orders that were completed within the last 24 hours, and therefore haven't been billed to your account yet. After you submit the request, the order is re-opened and it retains the original order number. It is not billed until it is completed again.

• The Re-Submit Request option appears for orders that were completed more than 24 hours ago, and have already been billed to your account. After you submit the request:

  • A new copy of the original order is created, with Standard scheduling. (If you need to schedule the work for a specific date, open a new order instead.)

  • The Activity Timeline of the original order contains a link to the new copy, and the copy contains a link to the original.

  • The notes from the Activity Timeline of the original order are NOT copied to the new order.

If you saved a draft of an order (without submitting it), there are two ways to locate it:

• Click the shopping cart icon (upper-right corner of the portal window)

• Click the Saved tab on the Orders and Tickets History screen (top-right corner of the list)

All your saved drafts are shown:

From the Saved list, you can view, edit, submit, or delete your draft orders.

To run the Orders report for one or more IBXs, click Generate Report on the Orders and Tickets History screen (top-right corner of the page).

From the Orders and Tickets History grid, various actions are available (depending on the order type and the current status of the request).

Tip: You can find these actions at the far-right end of the order row.

Icon	Meaning
	Reorder – Opens a form where you can request this order again.
	Modify/Add Note – Allows you to add notes for the technician. Depending on the order type and current order status, you might also be able to modify certain fields in the order.
	Cancel – Opens a form where you can ask to cancel the request.
	Re-open – Opens a form where you can re-open a completed order. See Re-open a Completed Order.
	Give Feedback – Opens a survey where you can provide feedback to Equinix about your experience with this order. (Only available for Smart Hands orders with a status of Completed.)
	Print – Opens a window to print the order.

Note: If an action is disabled or is not shown for an order, it is not available for that particular order (for example, completed orders cannot be cancelled, and open orders cannot be re-opened).