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Case Management API (2.0.0)

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URL: https://docs.equinix.com/api-support.htm Terms of Service

The API for the Case Management Service.

Trouble Ticket / Case

APIs related to trouble tickets or cases.

Create a trouble ticket / case

This method create a trouble ticket or case.

Authorizations:
BearerAuth
Request Body schema: application/json
code
required
string
Enum: "0000-0000" "0000-0002" "0002-0000" "0002-0001" "0003-0000" "0003-0001" "0003-0002" "0003-0003" "0004-0000" "0004-0001" "0005-0000" "0005-0001" "0007-0000" "0007-0001" "0007-0002" "0007-0003" "0007-0004" "0010-0000" "0010-0001" "0010-0002" "0010-0003" "0010-0004" "0010-0005" "0011-0000" "0011-0001" "0011-0002" "0011-0003" "0011-0004" "0011-0005" "0012-0000" "0012-0001" "0012-0002" "0012-0003" "0012-0004" "0012-0005" "0013-0001" "0013-0002" "0013-0003" "0014-0002" "0014-0003" "0014-0004" "0014-0005" "0015-0000" "0015-0001" "0015-0002" "0015-0003" "0015-0004" "0015-0100" "0015-0101" "0015-0102" "0015-0103" "0015-0105" "0015-0106" "0015-0107" "0015-0200" "0015-0201" "0100-0000" "0100-0100" "0100-0200" "0100-0300" "0100-0400" "0100-0500" "0101-0000" "0101-0100" "0102-0000" "0102-0100" "0102-0200" "0102-0300" "0102-0400" "0102-0500" "0102-0600" "0103-0000" "0103-0100" "0104-0000" "0104-0100" "0104-0200" "0104-0300" "0104-0400" "0104-0500" "0105-0000" "0105-0100" "0105-0200" "0105-0300" "0105-0400" "0105-0500" "0105-0600" "0106-0000" "0106-0100" "0107-0000" "0107-0100" "0107-0200" "0107-0300" "0107-0400" "0108-0000" "0108-0100" "0200-0000" "0200-0100" "0200-0200" "0200-0300" "0200-0400" "0200-0500" "0200-0600" "0200-0700" "0200-0800" "0200-0900" "0200-1000" "0200-1100" "0200-1200" "0200-1300" "0201-0000" "0201-0100" "0201-0200" "0201-0300" "0202-0000" "0202-0100" "0203-0000" "0203-0100" "0203-0200" "0203-0300" "0204-0000" "0204-0001" "0205-0000" "0205-0100" "0300-0000" "0300-0100" "0300-0200" "0300-0300" "0300-0400" "0301-0000" "0301-0100" "0302-0000" "0302-0100" "0302-0200" "0302-0300" "0302-0400" "0302-0500" "0302-0600" "0302-0700" "0303-0000" "0303-0100" "0304-0000" "0304-0100" "0304-0200" "0304-0300" "0304-0400" "0304-0500" "0304-0600" "0305-0000" "0305-0001" "0305-0002" "0305-0003" "0305-0100" "0305-0200" "0305-0300" "0305-0301" "0305-0302" "0305-0400" "0305-0500" "0305-0600" "0305-0700" "0306-0000" "0306-0100" "0306-0200" "0306-0300" "0500-0000" "0500-0100" "0500-0200" "0500-0300" "0500-0400" "0500-0500" "0500-0600" "0500-0700" "0501-0000" "0501-0100" "0502-0000" "0502-0100" "0502-0200" "0502-0300" "0502-0400" "0502-0500" "0502-0600" "0800-0000"

Ticket code.

description
required
string [ 1 .. 4000 ] characters

Description of the trouble or issue.

primaryId
string [ 1 .. 100 ] characters

Primary reference identifier.

secondaryId
string [ 1 .. 100 ] characters

Secondary reference identifier.

occurredDateTime
string <date-time>

Date and time the issue occurred.

customerReferenceId
string [ 1 .. 200 ] characters

Customer or external reference number.

Array of objects (Attachment) [ 0 .. 5 ] items

Supporting files to attach in the ticket, such as a picture of a broken device.

Array ([ 0 .. 5 ] items)
id
string = 36 characters

Identifier of the binary attachment UUID.

name
string [ 5 .. 100 ] characters

Name of the binary attachment.

source
string
Enum: "CUSTOMER" "EQUINIX"

Source of the binary attachment.

Array of ContactRequestRegisteredUser (object) or ContactRequestNonRegisteredUser (object)

List of persons who will be contacted for this ticket.

Array
One of
registeredUsers
required
Array of strings <= 10 items

Username of a registered user.

type
required
string (TypeOfTheContact)
Enum: "NOTIFICATION" "ORDERING" "TECHNICAL"

Type of the contact.

0302-0400 (object) or 0302-0500 (object) or 0302-0600 (object) or 0305-0000 (object) or 0305-0002 (object) or 0305-0100 (object) or 0305-0200 (object) or 0305-0300 (object) or 0305-0301 (object) or 0305-0302 (object) or 0306-0000 (object) or 0306-0100 (object) or 0306-0200 (object) or 0306-0300 (object) or DigitalProductDetails (object)

List of additional details or requirements to support ticket resolution, depending on the issues you are facing.

Any of
requestedTerminationDate
required
string <date> (RequestedTerminationDate)

Preferred termination date.

Responses

Response Schema: application/json
id
required
string (CaseOrOrderNumber) [ 8 .. 100 ] characters

Case or order number.

type
required
string
Enum: "CASE" "TROUBLE"

Ticket type.

Request samples

Content type
application/json
Example
{
  • "code": "0305-0000",
  • "customerReferenceId": "111111111",
  • "description": "Enter any modification details/additional notes to the technician here.",
  • "primaryId": "__ENTER_ACCOUNT_NUMBER_HERE__",
  • "attachments": [
    ],
  • "details": {
    },
  • "contacts": [
    ]
}

Response samples

Content type
application/json
{
  • "id": "ex: 11150929 or 1-204976070710",
  • "type": "CASE"
}

Get a trouble ticket by case / order number

This method get a trouble ticket by case or order number.

Authorizations:
BearerAuth
path Parameters
id
required
string (CaseOrOrderNumber) [ 8 .. 100 ] characters
Example: ex: 11150929 or 1-204976070710

Case or Order Number.

Responses

Response Schema: application/json
id
string (CaseOrOrderNumber) [ 8 .. 100 ] characters

Case or order number.

accountNumber
string (AccountNumber) [ 6 .. 100 ] characters

User account number.

accountName
string (AccountName)

User account name.

customerReferenceId
string

Additional information for customer to reference.

channel
string
Enum: "OFFLINE" "PORTAL"

Channel through which the case was created.

orderId
string (OrderNumber) [ 14 .. 100 ] characters

Order number.

object
ibx
Array of strings

IBX location(s).

status
string (StatusResponse)
Enum: "SUBMITTED" "IN_PROGRESS" "RESOLVED" "ACTION_REQUIRED" "CLOSED" "CANCELLED"

Case status.

Array of objects (ContactResponse)

Contacts

Array
firstName
string (FirstNameOfTheContact)

First name of the contact.

lastName
string (LastNameOfTheContact)

Last name of the contact.

type
string (TypeOfTheContact)
Enum: "NOTIFICATION" "ORDERING" "TECHNICAL"

Type of the contact.

Array of objects
Array of objects
Array
id
string
createdDateTime
string <date-time> (Datetime)

A datetime string with format YYYY-MM-DDTHH:mm:ss.sssZ.

text
string

The content of the note.

type
string
Enum: "RESOLUTION_NOTES" "CUSTOMER_NOTES"

The type of the note.

Array of objects (Attachments) [ items [ 0 .. 5 ] items ]
Array
Array ([ 0 .. 5 ] items)
id
string = 36 characters

Identifier of the binary attachment UUID.

name
string [ 5 .. 100 ] characters

Name of the binary attachment.

source
string
Enum: "CUSTOMER" "EQUINIX"

Source of the binary attachment.

Array of objects (Emails) [ items >= 0 items ]
Array
Array (>= 0 items)
id
string

Identifier of the email.

createdDateTime
string <date-time>

Date and time the email was created.

subject
string

Subject of the email.

author_name
string

Name of the email author.

FromAddress
string

Email address of the email author.

ToAddress
string

Email address of the email recipient.

createdDateTime
string <date-time> (Datetime)

A datetime string with format YYYY-MM-DDTHH:mm:ss.sssZ.

object
contactUCMID
string
recordType
string
Enum: "ECM" "GSD Case"
subChannel
string
Value: "ECP"
finalScheduledDate
string <date-time> (Datetime)

A datetime string with format YYYY-MM-DDTHH:mm:ss.sssZ.

category
string
subCategory
string
description
string
updatedDateTime
string <date-time> (Datetime)

A datetime string with format YYYY-MM-DDTHH:mm:ss.sssZ.

updatedByFullName
string
requestedTerminationDate
string <date>
Array of objects
Array
status
string (StatusResponse)
Enum: "SUBMITTED" "IN_PROGRESS" "RESOLVED" "ACTION_REQUIRED" "CLOSED" "CANCELLED"

Case status.

createdDate
string <date-time> (Datetime)

A datetime string with format YYYY-MM-DDTHH:mm:ss.sssZ.

purchaseOrders
Array of strings
products
Array of strings
productOfferingCodes
Array of strings
Array of objects
Array
lineId
string
parentLineId
string
productType
string
Value: "SMART_HANDS"
productOfferingCode
string
productCode
string
productName
string
status
string
Enum: "IN_PROGRESS" "CANCELLED" "SUBMITTED" "CLOSED" "ACTION_REQUIRED" "RESOLVED"
reOpen
string
respond
boolean
ibx
string
cage
string
requestType
string
Value: "ADD"
activityId
string
purchaseOrder
object
object
updatedDateTime
string <date-time>
Array of objects
modifiable
boolean
cancellable
boolean
Array of objects
Array
key
string
value
string
modifiable
boolean
reOpen
boolean
cancellable
boolean
respond
boolean

Response samples

Content type
application/json
{
  • "id": "ex: 11150929 or 1-204976070710",
  • "accountNumber": "182389736",
  • "accountName": "VjT Existing Reseller New BA",
  • "customerReferenceId": "EESkFTupLmnF6KinbARfNgWAC2V1BZbDZKluF5TI5YVTXTfGkF",
  • "channel": "PORTAL",
  • "orderId": "1-204976070710",
  • "location": {
    },
  • "status": "IN_PROGRESS",
  • "contacts": [
    ],
  • "notes": [
    ],
  • "attachments": [
    ],
  • "email": [
    ],
  • "createdDateTime": "2023-08-29T04:01:43Z",
  • "otherDetails": {
    }
}

Modify a case by case number

This method modify a case by case number.

Authorizations:
BearerAuth
path Parameters
caseNumber
required
string (CaseNumber) = 8 characters
Example: 11150929

Case number.

Request Body schema: application/json
text
required
string [ 1 .. 4000 ] characters

Enter any modification details/additional notes to the technician.

Array of objects (Attachments) [ 0 .. 5 ] items

File(s) attached to the trouble ticket. e.g. picture of broken device, scanning of a bill or charge, etc...

Array ([ 0 .. 5 ] items)
id
string = 36 characters

Identifier of the binary attachment UUID.

name
string [ 5 .. 100 ] characters

Name of the binary attachment.

source
string
Enum: "CUSTOMER" "EQUINIX"

Source of the binary attachment.

Responses

Response Schema: application/json
required
object

Result of the modification request.

caseId
string
caseNotesId
string
caseNumber
string (CaseNumber) = 8 characters

Case number.

Request samples

Content type
application/json
{
  • "attachments": [
    ],
  • "text": "This is a test notes!"
}

Response samples

Content type
application/json
{
  • "result": {
    }
}

Modify a ticket by ID

This method adds a note to a ticket by ID.

Authorizations:
BearerAuth
path Parameters
id
required
string (CaseOrOrderNumber) [ 8 .. 100 ] characters
Example: ex: 11150929 or 1-204976070710

Case or Order Number.

Request Body schema: application/json
text
required
string [ 1 .. 4000 ] characters

Enter any modification details/additional notes to the technician.

Array of objects (Attachments) [ 0 .. 5 ] items

File(s) attached to the trouble ticket. e.g. picture of broken device, scanning of a bill or charge, etc...

Array ([ 0 .. 5 ] items)
id
string = 36 characters

Identifier of the binary attachment UUID.

name
string [ 5 .. 100 ] characters

Name of the binary attachment.

source
string
Enum: "CUSTOMER" "EQUINIX"

Source of the binary attachment.

Responses

Response Schema: application/json
ticketId
string (CaseOrOrderNumber) [ 8 .. 100 ] characters

Case or order number.

success
boolean

Indicates whether the modification or reply was successful.

Request samples

Content type
application/json
{
  • "attachments": [
    ],
  • "text": "This is a test notes!"
}

Response samples

Content type
application/json
{
  • "ticketId": "ex: 11150929 or 1-204976070710",
  • "success": true
}

Cancel a trouble ticket by case / order number

This method cancels a trouble ticket by case or order number.

Authorizations:
BearerAuth
path Parameters
id
required
string (CaseOrOrderNumber) [ 8 .. 100 ] characters
Example: ex: 11150929 or 1-204976070710

Case or Order Number.

Request Body schema: application/json
reason
required
string [ 1 .. 4000 ] characters

Enter any cancellation details.

Responses

Response Schema: application/json
status
string
Value: "OK"

Status of the cancellation request.

Request samples

Content type
application/json
{
  • "reason": "This is a sample reason!"
}

Response samples

Content type
application/json
{
  • "status": "OK"
}

Case

Download an attachment by case ID and attachment ID

This method downloads an attachment by case ID and attachment ID.

Authorizations:
BearerAuth
path Parameters
caseId
required
string (CaseNumber) = 8 characters
Example: 11150929

Case Number.

attachmentId
required
string

Attachment ID.

Responses

Response Headers
Content-Disposition
string
Example: "attachment"

Attachment filename

Response Schema: application/octet-stream
string <binary>

Response samples

Content type
application/json
[
  • {
    }
]

Get email details by email ID and case number

This method retrieves email details by email ID and case number.

Authorizations:
BearerAuth
path Parameters
caseNumber
required
string (CaseNumber) = 8 characters
Example: 11150929

Case Number.

emailId
required
string (EmailId) = 18 characters
Example: 02s7z00000D30lZAAR

Email ID.

Responses

Response Schema: application/json
orderId
string

Identifier of the order/case the email is associated with.

createdDateTime
string <date-time>

Date and time the email was created.

subject
string

Subject of the email.

email_content
string

HTML Body content of the email.

FromAddress
string

Email address of the email author.

ToAddress
string

Semi-colon separated email address(es) of the email recipients.

CCAddress
string

Semi-colon separated email address(es) of the email CC recipients.

Response samples

Content type
application/json
{
  • "orderId": "11768081",
  • "createdDateTime": "2026-06-26T08:27:45.000+0000",
  • "subject": "Portal Support Ticket: General Inquiry - Case 11768081",
  • "email_content": "Write an email",
  • "FromAddress": "abc@equinix.com",
  • "ToAddress": "xyz@example.com",
  • "CCAddress": "opq@example.com"
}

Attachment

Download an attachment by case ID and attachment ID

This method downloads an attachment by case ID and attachment ID.

Authorizations:
BearerAuth
path Parameters
caseId
required
string (CaseNumber) = 8 characters
Example: 11150929

Case Number.

attachmentId
required
string

Attachment ID.

Responses

Response Headers
Content-Disposition
string
Example: "attachment"

Attachment filename

Response Schema: application/octet-stream
string <binary>

Response samples

Content type
application/json
[
  • {
    }
]

Email

Get email details by email ID and case number

This method retrieves email details by email ID and case number.

Authorizations:
BearerAuth
path Parameters
caseNumber
required
string (CaseNumber) = 8 characters
Example: 11150929

Case Number.

emailId
required
string (EmailId) = 18 characters
Example: 02s7z00000D30lZAAR

Email ID.

Responses

Response Schema: application/json
orderId
string

Identifier of the order/case the email is associated with.

createdDateTime
string <date-time>

Date and time the email was created.

subject
string

Subject of the email.

email_content
string

HTML Body content of the email.

FromAddress
string

Email address of the email author.

ToAddress
string

Semi-colon separated email address(es) of the email recipients.

CCAddress
string

Semi-colon separated email address(es) of the email CC recipients.

Response samples

Content type
application/json
{
  • "orderId": "11768081",
  • "createdDateTime": "2026-06-26T08:27:45.000+0000",
  • "subject": "Portal Support Ticket: General Inquiry - Case 11768081",
  • "email_content": "Write an email",
  • "FromAddress": "abc@equinix.com",
  • "ToAddress": "xyz@example.com",
  • "CCAddress": "opq@example.com"
}
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