Troubleticket (V1)

Troubleticket (V1) API allows a user with Trouble Ticket ordering permission to get the available trouble ticket types, the permitted trouble ticket location information, as well as submit trouble tickets.

To submit a trouble ticket, refer to Submit Trouble Ticket (V1) in the Getting Started section.

To view an enhanced version of this API, refer to Tickets (V2 Beta) in the API Reference section.

GET Troubleticket Locations

	GET /troubleticket/locations
Method	GET
URL or End Point	/v1/orders/troubleticket/locations
Headers	Authorization, Content-Type
Query Parameters	detail, ibxs, cages
Body	Not applicable

This method returns all available IBX locations, cages, and cabinets where the user has trouble ticket ordering permissions. The authorization token and content-type are the only headers that are passed to this API and a response is received based on the values passed.

If you are unaware of how to obtain an authorization token, refer to Requesting Access and Refresh tokens under the Getting Access Token section.

The following screenshots show a sample curl request and JSON response for this API. The response indicates that a user has access to the IBX, AM1; the cage, AM1:0G:00EQ11-1; and its corresponding cabinets.

curl -X
GET "https://api.equinix.com/v1/orders/troubleticket/locations?ibxs=AM1&cages=AM1:0G:00EQ12-3&detail=true"
-H "content-type: application/json"
-H "authorization: Bearer qwErtY8zyW1abcdefGHI"

The description of the query parameters is as follows:

Query Parameter Name	Mandatory	Type	Example	Applicable Values	Description
detail	No	boolean	false	true false	Defines if the information returned is detailed. If 'true', IBX location code and detailed cage and cabinet information would be returned. If 'false', the only information returned would be IBX location code. Default value : false.
ibxs	No	string	AM1		The IBXs that the user has access to. These are represented by the IBX location codes. E.g. AM1 represents an IBX in Amsterdam, Netherlands. By specifying single or multiple IBX location codes (ex: AM1 or AM1, AM2, AM3), the constraint is placed on specific IBXs. Default value : all IBXs where the user has this permission
cages	No	string	AM1:0G:00EQ12-3		ID of cage that the user has access to. By specifying single or multiple cage IDs (ex: AM1:0G:00EQ11 or AM1:0G:00EQ11, AM1:0G:00EQ11-1), the constraint is placed on specific cages. Default value : all cages where the user has this permission

Query Parameter Name

Mandatory

Type

Example

Applicable Values

Description

detail

boolean

false

true
false

Defines if the information returned is detailed.

If 'true', IBX location code and detailed cage and cabinet information would be returned.

If 'false', the only information returned would be IBX location code.

Default value : false.

ibxs

string

AM1

The IBXs that the user has access to. These are represented by the IBX location codes.

E.g. AM1 represents an IBX in Amsterdam, Netherlands.

By specifying single or multiple IBX location codes (ex: AM1 or AM1, AM2, AM3), the constraint is placed on specific IBXs.

Default value : all IBXs where the user has this permission

cages

string

AM1:0G:00EQ12-3

ID of cage that the user has access to.

By specifying single or multiple cage IDs (ex: AM1:0G:00EQ11 or AM1:0G:00EQ11, AM1:0G:00EQ11-1), the constraint is placed on specific cages.

Default value : all cages where the user has this permission

{
  "locations": [
    {
      "ibx": "AM1",
      "cages": [
        {
          "cage": "AM1:0G:00EQ12-3",
          "cageTypes": [
            "Shared"
          ],
          "accounts": [
            {
              "number": "101234",
              "name": "John Doe Corp",
              "poTracking": false,
              "pricingEnabled": false,
              "pricingEnforced": false,
              "cabinets": [
                {
                  "cabinet": "AM1:0G:00EQ12-3:4567",
                  "cabinetReference": "ls99at5",
                  "cabinetType": "Cabinet"
                }
              ],
              "isCreditHold": false,
              "isPOBearing": true,
              "isMonetAccount": false
            }
          ]
        }
      ]
    }
  ]
}

The description of the response payload is as follows:

Field name	Type	Example	Description
locations	array [objects]		Locations information of the IBX(s) that user has access to.
ibx	string	AM1	The IBX location code.
cages	array [objects]		Cages information for cages that the user has access to. This consists of cage ID, cage type, and customer account information linked to the cage.
cage	string	AM1:0G:00EQ12-3	ID of the cage.
cageTypes	array [string]	Shared	Type of cage. Cage type - Description Shared - Indicates that the cage is shared by more than one customer, so provision of ID of cabinet(s) is mandatory. Private - Indicates that the cage is privately held by one customer, so provision of ID of cabinet(s) is optional. IBXflex - there are no cabinets.
accounts	array [objects]		Customer account information that consists of customer account number, customer account name, purchase order tracking, enabling of pricing, IDs of all cabinets in the respective cage, credit holding status, purchase order bearing status, and MonetAccount status.
number	string	101234	The customer account number linked to the cage.
name	string	John Doe Corp	The customer account name linked to the cage.
poTracking	boolean	false	Indicates if purchase order tracking is required for the customer account. You may ignore this.
pricingEnabled	boolean	false	Indicates if the pricing needs to be provided at the time of ordering for this customer account. You may ignore this.
pricingEnforced	boolean	false	Indicates if a pricing acknowledgment needs to be received from user before an order is submitted for this customer account. You may ignore this.
cabinets	array [objects]		All cabinets in the cage that user has access to.
cabinet	string	AM1:0G:00EQ12-3:4567	ID of the cabinet that the user has access to.
cabinetReference	string	ls99at5	Customer's cabinet reference number.
cabinetType	string	Cabinet	Type of cabinet. Cabinet type - Description Cabinet - Cabinet that is not a demarcation point for a cross connection. Demarcation point - Cabinet that is a demarcation point for a cross connection.
isCreditHold	boolean	false	Credit status of the customer account. If 'true', customer account is unable to place billable orders. If 'false', customer account is free to make orders. Customers can submit trouble tickets regardless of credit status.
isPOBearing	boolean	true	Purchase order bearing status of customer account. If 'true', it is recommended to include the purchase order number when placing billable orders. If 'false', purchase order number is not required. Purchase order information is not required when submitting trouble tickets. You may ignore this.
isMonetAccount	boolean	false	Indicates that this account has cages that require submarine engineering support. If 'true', the field "needSupportFromASubmarineCableStationEngineer" must be provided when placing orders. If 'false', no additional field is required when placing orders.

If you get “Insufficient permissions” error, contact your Master Administrator.

GET Troubleticket Types

	GET /troubleticket/types
Method	GET
URL or End Point	/v1/orders/troubleticket/types
Headers	Authorization, Content-Type
Query Parameters	category
Body	Not applicable

This method retrieves all the trouble ticket categories supported by Equinix for a user with trouble ticket ordering permissions. The authorization token and content-type are the only headers that are passed to this API and a response is received based on the values passed.

If you are unaware of how to obtain an authorization token, refer to Requesting Access and Refresh tokens under the Getting Access Token section.

The following screenshots show a sample curl request to obtain trouble ticket types and a JSON response for this API. The response indicates the trouble ticket category, 'Power' and 'Managed Services', and their corresponding descriptions.

curl -X
GET "https://api.equinix.com//v1/orders/troubleticket/types"
-H "content-type: application/json"
-H "authorization: Bearer qwErtY8zyW1abcdefGHI"

The description of the query parameters is as follows:

Query Parameter Name	Mandatory	Type	Example	Applicable Values	Description
category	No	string	Power	Cross Connect, Network, Power, Environment, Hardware, Security, Smartview, Managed Services	All the trouble ticket problem categories supported by Equinix.

{
  "troubleticketTypes": [
    {
      "category": "Power",
      "code": "pwr02",
      "description": "We are having a partial power outage",
      "severity": "S1",
      "additionalDetails": {}
    },
    {
      "category": "Security",
      "code": "sec02",
      "description": "Cage door not working",
      "severity": "S2",
      "additionalDetails": {
        "subCategories": [],
        "enabledIBXs": []
      }
    }
  ]
}

The description of the response payload is as follows:

Field Name	Type	Example	Description
troubleticketTypes	array [objects]		All the trouble ticket categories supported by Equinix, and its corresponding information.
category	string	Power	The problem category. Category - Description Power - Problems pertaining to power. Cross Connect - Problems pertaining to cross connects. If this is a 'Network' product Cross Connect, it would be considered a problem pertaining to 'Network' instead. Environment - Problems pertaining to environment. Hardware - Problems pertaining to hardware. Network - Problems pertaining to network. Security - Problems pertaining to security. Smartview - Problems pertaining to Smartview services.
code	string	pwr01	The problem code.
description	string	We are having a total power outage	The problem description of the trouble ticket issue that corresponds with the problem code.
severity	string	S1	Severity of the trouble ticket problem for Equinix service prioritization. Severity - Description S1 - Higher severity. S2 - Lower severity. S3 - Lowest severity.
additionalDetails	object		Additional details pertaining to the specific trouble ticket type. This object comprises of the following fields, where applicable: subCategories, enabledIBXs.
subCategories	array [strings]		Trouble ticket sub-categories of the issue. When this appears for your problem code, the sub-categories information is mandatory to pass as the 'serviceName' value when submitting a Trouble Ticket.
enabledIBXs	array [strings]		Specific IBX data centers that are enabled for the associated problem code. These IBXs are represented by their IBX location codes. For example, DB1 represents an IBX data centre in Dublin, Ireland.

If you get “Insufficient permissions” error, contact your Master Administrator.

GET Troubleticket Locations​

GET Troubleticket Types​

GET Troubleticket Locations

GET Troubleticket Types