Create Trouble Ticket
Trouble tickets should only be submitted for requests that require an immediate response when there is an interruption or loss of your service. For all other requests, submit a Smart Hands request. If the loss or interruption was caused by Equinix, it will be considered as “Equinix Caused” and will not incur any charges. However, if the issue is not caused by Equinix, normal Smart Hands charges will apply.
To help you decide which request to submit, see Deciding Whether to Create a Smart Hands or Trouble Ticket.
Identify Issue and Get Asset References
To open an trouble ticker you need to identify the appropriate trouble ticket code and determine the related asset references to submit in the body of your request. You may skip this step if you already know the code and asset references.
You must have install base viewing permissions that correspond with your trouble ticket ordering permissions.
Refer to Trouble Ticket Codes to get all available trouble ticket codes and required asset references.
The trouble ticket code will be passed for the code parameter the request body.
Next, retrieve your primary and secondary reference identifiers for the required asset references. Refer to How to retrieve assets for instructions on how to retrieve your primary and secondary ID values.
These values will be passed for the primaryId and secondaryId parameters in the body of your request.
For example, if you are facing an issue best represented by the problem subcategory 'Experiencing a total power outage', the trouble ticket code you need is "0002-0000". The required primary asset reference you need is a "Cage ID". You may also pass a secondary asset reference, which is a "Cabinet ID".
Getting Contact Information
Identify the usernames you want to include as technical and notification contacts for this shipment. These values can be passed to the registeredUsers parameter in the contacts array in the request body.
If you are the only technical and notification contact for this order, you can skip this step.
Submitting a Trouble Ticket
| POST /tickets | |
|---|---|
| Method | POST |
| URL or End Point | /v2/tickets |
| Headers | Authorization, Content-Type |
| Query Parameters | Not applicable |
| Body Parameters | code, description, primaryId, occurredDateTime, secondaryId, customerReferenceId, attachments [{id, name}], contacts [{registeredUsers, type}, {firstName, lastName, type, details [{type, value}, {type, value}, {type, value}]}], details {callFromCage, availability, timezone, submarineEngineerRequired} |
This method creates a trouble ticket request for an authenticated user with trouble ticket ordering permissions.
Provide as much information as possible to expedite trouble resolution.
Example cURL Request:
A ticket minimally requires the following parameters to be provided: code, description, primaryId, occurredDateTime. The technical and notification contacts default to the ordering contact (authenticated user) when not specifically provided.
curl -X
POST "https://api.equinix.com/v2/tickets"
-H "content-type: application/json"
-H "authorization: Bearer <token>"
-d '{
"code": "0002-0000",
"description": "The power seems to be unstable since Smart Hands cable installation from 2 days ago. Please check.",
"primaryId": "AM1:01:000111",
"occurredDateTime": "2020-08-01T03:00:24.311Z"
}'
Example cURL Request:
This scenario is similar to the previous one, except for the inclusion of a specified technical contact who is a user of the Customer Portal. The ordering contact is still the default notification contact.
curl -X
POST "https://api.equinix.com/v2/tickets"
-H "content-type: application/json"
-H "authorization: Bearer <token>"
-d '{
"code": "0002-0000",
"description": "The power seems to be unstable since Smart Hands cable installation from 2 days ago. Please check.",
"primaryId": "AM1:01:000111",
"occurredDateTime": "2020-08-01T03:00:24.311Z",
"contacts": [
{
"registeredUsers": [
"janesmith123"
],
"type": "TECHNICAL"
}
]
}'
Example cURL Request:
This ticket includes a non-registered technical contact, additional notification contacts, additional asset and customer references, attachments and details.
Before creating an order with attachment, call the Attachments File endpoint.
curl -X
POST "https://api.equinix.com/v2/tickets"
-H "content-type: application/json"
-H "authorization: Bearer <token>"
-d '{
"code": "0002-0000",
"description": "The power seems to be unstable since Smart Hands cable installation from 2 days ago. Please check.",
"primaryId": "AM1:01:000111",
"occurredDateTime": "2020-08-01T03:00:24.311Z",
"secondaryId": "AM1:01:000111:0101",
"customerReferenceId": "EQX-TT-20200801",
"attachments": [
{
"id": "fcb2k8763-2947-456e-8d68-f28753d60ba",
"name": "AdditionalDetailsAttachment.docx"
}
],
"contacts": [
{
"registeredUsers": [
"janesmith123",
"jimsnow1"
],
"type": "NOTIFICATION"
},
{
"firstName": "John",
"lastName": "Doe",
"type": "TECHNICAL",
"details": [
{
"type": "PHONE",
"value": "+1-987-654-3210"
},
{
"type": "MOBILE",
"value": "+1-987-123-4567"
},
{
"type": "EMAIL",
"value": "johndoe@acmecorp.com"
}
]
}
],
"details": {
"callFromCage": true,
"availability": "WORK_HOURS",
"timezone": "America/Detroit",
"submarineEngineerRequired": true
}
}'
For a complete list of body parameters and descriptions, see [the API Reference](/api-catalog/ticketsv2/#tag/Tickets/operation/Create a Ticket).
Trouble ticket is successfully created when an HTTP code of 201 is returned and the response header is returned. There is no response body.
If you would like to retrieve, update, add notes to, or cancel this ticket, see Tickets (V2) in the API Reference Section for more information.