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.

Submit Trouble Ticket (V2 Beta)

TroubleTicket-v2

Step 1: Authenticate

Submit your user credentials, Client ID, and Client Secret for OAuth2 authentication.

Refer to Generating Client ID and Client Secret under Getting Access Token section for instructions on how to create client ID and client secret and refer to Requesting Access and Refresh tokens for instructions on how to call Oauth API to validate and authenticate your credentials.

If you are unaware of your user credentials for Equinix Customer Portal, contact your local Equinix Service Desk.

Step 2: Identify Issue and Get Asset References

2a) Identify your trouble ticket code and determine the related asset references required

Once you have identified the specific trouble ticket code that best represents your issue, determine the required asset references you need to retrieve in Step 2b.

This trouble ticket code will be passed in the request body in Step 4 for the following parameter: code.

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 to pass in Step 4 is '0002-0000'. The required primary asset reference you need to pass in Step 4 is a 'Cage ID'. You may also pass a secondary asset reference in Step 4, which is a 'Cabinet ID'. The values for both these asset references can be retrieved in Step 2b.

Refer to Trouble Ticket Codes in the Appendix to get all available trouble ticket codes and required asset references. You may skip this step if you already know the code and asset references.

2b) Retrieve your primary and secondary reference identifiers for the asset

These values will be passed in the request body in Step 4 for the following parameters: primaryId, secondaryId.

To use this method, the user must have install base viewing permissions that correspond with their trouble ticket ordering permissions. If you are unaware of your user permissions, contact your Master Administrator.

Refer to How to retrieve assets? under the Getting Started section for instructions on how to retrieve your primary and secondary ID values. You may skip this step if you already know these values.

Step 3: Get Contact Information

If you are the only technical and notification contact for this ticket, skip this step and proceed to Step 4.

3a) Identify usernames

Identify the usernames you want to include as technical and notification contacts for this ticket.

To verify if the username belongs to your intended user, proceed to Step 3b.

When you are certain this is the correct username, proceed to Step 4, where this value will be passed in the request body for the following parameter in the contacts array: registeredUsers.

Refer to GET Users under the API Reference section for instructions on how to get all your users. You may skip this step if you know this username.

3b) Verify usernames

Ensure the user profile details match the details of your intended user.

Refer to GET Users {username} under the API Reference section for instructions on how to get your user profile. You may skip this step if you are certain this is the intended user.

Step 4: Submit 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. 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 sample curl requests based on the different scenarios.

It is recommended to provide as much information as possible to expedite trouble resolution.

Trouble ticket with minimum required information

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 qwErtY8zyW1abcdefGHI"
-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"  
}'

Trouble ticket with technical contact who is another registered Equinix Customer Portal user

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 qwErtY8zyW1abcdefGHI"
-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"  
    }  
  ]  
}'

Trouble ticket with a technical contact who is not a registered Equinix Customer Portal user, other notification contacts, and other optional parameters
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 POST Attachments File under the API Reference section.

curl -X
POST "https://api.equinix.com/v2/tickets"
-H "content-type: application/json"
-H "authorization: Bearer qwErtY8zyW1abcdefGHI"
-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  
  }  
}'

The description of the body parameters is as follows:

When 'Conditional' is indicated for a Body Parameter, refer to Description for further details.

Body Parameter Name	Mandatory	Type	Example	Applicable Values	Description
code	Yes	string	0002-0000	0000-0000, 0000-0001, 0000-0002, 0001-0000, 0001-0001, 0002-0000, 0002-0001, 0003-0000, 0003-0001, 0003-0002, 0003-0003, 0004-0000, 0005-0000, 0005-0001, 0007-0000, 0007-0001, 0007-0002, 0007-0003, 0007-0004, 0008-0000, 0008-0001, 0008-0002, 0008-0003, 0008-0004, 0008-0005, 0008-0006, 0008-0007, 0008-0008, 0008-0009, 0008-0010, 0012-0000, 0012-0001, 0012-0002, 0012-0003, 0012-0004, 0012-0005 As of September 2020, trouble ticket codes starting with '0006' are no longer applicable.	Ticket code which best represents the issue you are facing. The code comprises a problem category and its subcategory. For example, the code '0002-0000' consists of the category '0002' and subcategory '0000'. '0002' represents a Power issue, while '0000' represents the more specific issue of total power outage. For a complete list of ticket codes and their descriptions, see 'Trouble Ticket Codes' in the Appendix.
description	Yes	string	The power seems to be unstable since Smart Hands cable installation from 2 days ago. Please check.		Description of the issue you are facing. Be as specific as possible. If your description exceeds 4000 characters, you should include it as an attachment. This is free text input. Limit: 1 to 4000 characters. Providing a detailed description and attaching related files can expedite trouble resolution. For example, including the exact asset or serial number experiencing the issue can speed up analysis of the problem you are facing.
primaryId	Yes	string	AM1:01:000111		Primary asset reference identifier (ID). For Layer 1 issues, the primaryId value is a cross connect or patch panel serial number. Only A-side assets are allowed. For Z-Side or multi-hop cross connect issues, always enter the A-Side asset. For other issues, it is a cage ID. For example, AM1:01:000111, is a cage ID. If you do not know your primary or secondary ID values, see How to retrieve assets?under the Getting Started. The authenticated user should have View Install Base permissions that correspond with their Trouble Ticket ordering permissions to get these IDs. For assets that do not display a corresponding cage ID, any permitted cage in the IBX will suffice. For example, IBX Smartview only has a corresponding IBX code and does not have a corresponding cage ID. Any cage that the user has Trouble Ticket ordering permissions for within this IBX will suffice as the primary ID.
occurredDateTime	Yes	string	2020-08-01T 03:00:24.311Z		Date and time the issue occurred. Provide a date and time (UTC timezone) in the following ISO 8601 format: yyyy-MM-dd'T'HH:mm:ssZ
secondaryId	No	string	AM1:01:000111:0101		Secondary asset reference ID. There is no secondaryId for the following ticket codes; 0000-0000, 0000-0001, 0000-0002, 0005-0001. For all other issues, the secondaryId is a cabinet ID. Providing secondaryId can help expedite trouble resolution. If you do not know your secondary ID, see description of parameter, 'primaryId'.
customerReferenceId	No	string	EQX-TT-20200801		Customer's own reference ID. This information can be searched for in Order History and will appear within Reports. This is free text input. Limit: 1 to 40 characters.
attachments	No	array [objects]			Attachments array comprising object(s) with attachment details. Each attachment object must contain the following parameters: id, name. Up to 5 attachments, each not exceeding 5MB, can be provided in the following formats: bmp, jpg, jpeg, gif, png, tif, tiff, txt, doc, docx, xls, xlsx, ppt, pps, ppsx, pdf, and vsd. See POST Attachments File under the API Reference section for more information.
id	Conditional	string	ffcb2k8763-2947-456e-8d68-f28753d60ba		Attachment ID. This is mandatory when an attachment is included. You will obtain this value after attaching your file using the POST Attachments File API.
name	Conditional	string	AdditionalDetails Attachment.docx		Name of the attachment. This is mandatory when an attachment is included. You will obtain this value after using the POST Attachments File API, but you can change the name for your own reference when including this attachment in any order request. This is free text input. Limit: 5 to 100 characters.
contacts	No	array [objects]			Contacts array consists of objects representing the technical contact and notification contact(s). Equinix will communicate with these contacts based on their information provided. When any of the contacts are not provided, they default to the authenticated user who submitted this ticket (also known as the ordering contact). Technical contact is the person who Equinix can reach out to for technical clarifications. Only one technical contact can be passed. If they are a registered Equinix Customer Portal user, also known as a registered user, and they have the appropriate user status, only their username needs to be passed. All their contact details will be referred from their user profile in the portal, including their availability for contact. See parameter 'registeredUsers' for more information on user status. If they are not a Equinix Customer Portal user, also known as a non-registered user, their full name (first and last names) and contact details must be provided. Notification contact is the person who will be notified of status updates. At least one notification contact must be provided. They must be a registered user. Only their username needs to be passed. N/A for a non-registered contact. When providing the contact information for: Registered contact object, the following body parameters are mandatory: registeredUsers, type. All other attributes passed in a registered contact object will be ignored. Non-registered contact object, the following body parameters are mandatory: firstName, lastName, type, details. To include more information such as the technical contact's availability or timezone, see parameters 'availability' and 'timezone'.
registeredUsers	Conditional	array [string]	janesmith123, jimsnow1		Equinix Customer Portal username of the registered user. This is mandatory for a registered user. Equinix Customer Portal user's status must be approved, active, or locked. If the user's status is not any of these, the request will fail. Refer to GET Users for more information. Limt for technical contact: 1 string. Limit for notification contact(s): 1 to 10 strings.
type	Conditional	string	NOTIFICATION	NOTIFICATION, TECHNICAL	Defines the contact type. This is mandatory for the registered and non-registered contacts. Type - Description TECHNICAL - Technical contact (applies to both registered and non-registered contacts). NOTIFICATION - Notification contact (applies to registered contact only).
firstName	Conditional	string	John		First name of the non-registered user. This is mandatory the for the non-registered user. This is free text input.
lastName	Conditional	string	Doe		Last name of the non-registered user. This is mandatory for the non-registered user. This is free text input.
type	Conditional	string	TECHNICAL	TECHNICAL	Defines the non-registered contact type. This is mandatory for a non-registered user.
details	Conditional	array [objects]			Array of contact details for the non-registered technical contact consisting of the type of contact detail and its value. It is mandatory to provide two types of contacts: always email address and at least one type of number, either phone or mobile. Limit: 2 to 3 objects.
type	Conditional	string	PHONE	PHONE, EMAIL, MOBILE	Defines the contact detail type. This is mandatory for a non-registered user. Type - Description PHONE - Phone number. This is the primary contact number. EMAIL - Email address. This is mandatory for a non-registered contact. MOBILE - Mobile phone number. This is the secondary contact number.
value	Conditional	string	+1-987-654-3210		Value of the contact detail type. This is mandatory for a non-registered user. Phone numbers must be prefixed by '+' country code. For example, +1-987-654-3210 or +1 987 654 3210. Email addresses must follow a valid email format.
details	No	object			Details object consisting of additional details or requirements to support ticket resolution. This details object contains the following parameters: callFromCage, availability, timezone, submarineEngineerRequired. This details schema is applicable to problem categories 0000 to 0012.
callFromCage	No	boolean	true	true, false	Requirement for the IBX technician to call the technical contact from the cage. If 'true', the technical contact will be called within the time frame defined by their availability and timezone. If 'false', no one will be called. Default: false
availability	No	string	WORK_HOURS	ANYTIME, WORK_HOURS	Defines the technical contact's availability to take calls from the IBX technician. Availability - Description ANYTIME - Technical contact is available 24/7. WORK_HOURS - Technical contact is only available during business hours. Equinix IBX technicians will only call the technical contact on business days from 9am to 5pm in the technical contact's timezone. For a registered user, their timezone is defined in their user profile. If they would like to provide a different timezone, they should provide it in the parameter 'timezone'. For a non-registered user, if they select WORK_HOURS, the parameter 'timezone' is mandatory. Default value: ANYTIME
timezone	Conditional	string	America/Detroit	Click here for applicable values.	Defines the timezone of the technical contact's work hours. This is mandatory when the non-registered user selects WORK_HOURS as their availability. For a registered user, the timezone provided here will override the timezone in their user profile only for this ticket request, and does not replace the timezone in their user profile. For example, selecting 'America/Detroit' specifies the technical contact's work hours.
submarineEngineerRequired	No	boolean	true	true,false	Requirement for submarine cable station engineering support. This is only applicable for submarine cable enabled IBXs. If 'true', submarine cable station engineering support is required. If 'false', submarine cable station engineer support is not required and trouble resolution will proceed with a standard onsite engineer. Default value: false

Trouble ticket is successfully created when an HTTP code of 201 is returned and the following response header is returned. There is no response body.

HTTP Response Header

Description

Location

URL of the ticket.

Example: /tickets/{id}

'id' is the ticket identifier (ID). This is important to retrieve, update, add notes to, or cancel this ticket. The ticket ID is also known as the trouble ticket order number in the Equinix Customer Portal.

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.

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

Submit Trouble Ticket (V1)

TroubleTicket-v1

The following video shows how to create a trouble ticket using Equinix Customer Portal APIs.
Click here to download the postman scripts shown in this demo.

Step 1: Authenticate

Submit your user credentials, Client ID, and Client Secret for OAuth2 authentication.

If you are unaware of your user credentials for Equinix Customer Portal, contact your local Equinix Service Desk.

Step 2: Get Trouble Ticket Details

To get trouble ticket details, the user must have Trouble Ticket ordering permission. If you are unaware of your user permissions, contact your Master Administrator.

2a) Get trouble ticket types

Retrieve all the trouble ticket categories supported by Equinix.

Use this API to identify the specific problem code and service name. Service name information is only mandatory for Managed Services problem codes.

Refer to GET Troubleticket Types under the API Reference section for instructions on how to get all available trouble ticket types. You may skip this step if you already know the trouble ticket type.

2b) Get location information (with or without a specific asset)

2bi) Get asset ID and location information (if a known specific asset is affected)

To use this method, the user must have View Install Base permissions. If you are unaware of your user permissions, contact your Master Administrator.

Retrieve the asset ID and location information of the affected asset. Providing the asset ID number can help expedite the processing time of your request.

Use this API to get the specific asset ID number of the affected asset, and the corresponding IBX location information where the issue occurred, such as cage ID number, cabinet ID number (optional), cage account number, and IBX location ID.

Refer to How to retrieve assets? under the Getting Started for ECP use cases section for instructions on how to retrieve the asset and locations information. You may skip this step if you already know the asset and location information.

2bii) Get location information (if there is no known specific asset)

Retrieve your IBX location information.

Use this API to get the specific IBX location information where the issue occurred, such as cage ID number, cabinet ID number (optional), cage account number, and IBX location ID.

Refer to GET Troubleticket Locations under the API Reference section for instructions on how to retrieve available IBX locations. You may skip this step if you already know the location information.

Step 3: Submit Trouble Ticket

	POST /orders/troubleticket
Method	POST
URL or End Point	/v1/orders/troubleticket
Headers	Authorization, Content-Type
Query Parameters	Not applicable
Body Parameters	ibxLocation {ibx, cages [{cage, cabinets [...], accountNumber}]},serviceDetails {incidentDateTime, problemCode,assetNumber, callMeFromCage, needSupportFromASubmarineCableStationEngineer, additionalDetails}, attachments [{id, name}], customerReferenceNumber, contacts [{contactType, userName}, {contactType, name, email, workPhoneCountryCode,workPhone, mobilePhoneCountryCode, mobilePhone, mobilePhonePrefToCall,mobilePhoneTimeZone}]}

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 method.

The request indicates two scenarios: A trouble ticket for an issue under the 'Managed Services' Problem Category without additional information, attachments, or contacts, and a trouble ticket for the same issue with additional information, attachments, and contacts.

The response indicates the order was successful and returned the order number.

Trouble ticket without additional information, attachment, or additional contacts

curl -X
POST "https://api.equinix.com/v1/orders/troubleticket"
-H "content-type: application/json"
-H "authorization: Bearer qwErtY8zyW1abcdefGHI"
-d '{
    "ibxLocation": {
    "ibx": "DB1",
    "cages": [
      {
        "cage": "DB1:0G:00EQ11-1",
        "accountNumber": "109921"
      }
    ]
  },
  "serviceDetails": {
    "incidentDateTime": "2019-07-02T03:00:24.311Z",
    "problemCode": "ms01",
    "serviceName": "Firewall Issue"
  },
  "contacts": [
    {
      "contactType": "ORDERING",
      "userName": "johndoe"
    },
    {
      "contactType": "TECHNICAL",
      "userName": "johndoe",
      "workPhonePrefToCall": "MY_BUSINESS_HOURS",
      "workPhoneTimeZone": "Europe/London"
    },
    {
      "contactType": "NOTIFICATION",
      "userName": "johndoe"
    }
  ]
}'

Trouble ticket with additional information, attachment, and additional contacts

Before creating an order with attachment, call the POST Attachments File under the API Reference section.

‌‌
curl -X
POST "https://api.equinix.com/v1/orders/troubleticket"
-H "content-type: application/json"
-H "authorization: Bearer qwErtY8zyW1abcdefGHI"
-d '{
   "ibxLocation": {
    "ibx": "DB1",
    "cages": [
      {
        "cage": "DB1:0G:00EQ11-1",
        "cabinets": [
          "DB1:0G:00EQ11-1:0602"
        ],
        "accountNumber": "109921"
      }
    ]
  },
  "serviceDetails": {
    "incidentDateTime": "2019-07-02T03:00:24.311Z",
    "problemCode": "ms01",
    "serviceName": "Firewall Issue",
    "assetNumber": "12357987",
    "callMeFromCage": true,
    "needSupportFromASubmarineCableStationEngineer": false,
    "additionalDetails": "Refer to attachment."
  },
  "attachments": [
    {
      "id": "372ffa24-c5ae-48d9-886b-88932cd30c9b",
      "name": "AdditionalDetailsAttachment.docx"
    }
  ],
  "customerReferenceNumber": "TT072019-001",
  "contacts": [
    {
      "contactType": "ORDERING",
      "userName": "johndoe"
    },
    {
      "contactType": "TECHNICAL",
      "name": "Jane Smith",
      "email": "janesmith@corporation.com",
      "workPhoneCountryCode": "+44",
      "workPhone": "0148211111",
      "workPhonePrefToCall": "MY_BUSINESS_HOURS",
      "workPhoneTimeZone": "Europe/London"
      "mobilePhoneCountryCode": "+1",
      "mobilePhone": "0123456789",
      "mobilePhonePrefToCall": "MY_BUSINESS_HOURS",
      "mobilePhoneTimeZone": "Europe/London"
    },
    {
      "contactType": "NOTIFICATION",
      "userName": "johndoe"
    },   
    {
      "contactType": "NOTIFICATION",
      "userName": "janesmith"
    }
  ]
}'

The description of the body parameters is as follows:

When 'Conditional' is indicated for a Body Parameter, refer to Description for further details.

Body Parameter Name	Mandatory	Type	Example	Applicable Values	Description
ibxLocation	Yes	object			IBX location information consists of the cages information and IBX location code.
ibx	Yes	string	DB1		The IBX location code. For example, AM1 is an IBX data centre in Amsterdam, Netherlands.
cages	Yes	array [objects]			Cages information consists of ID of cage, ID of cabinet, and cage account number. Only 1 cage per order is currently being supported. Provide information for only 1 cage.
cage	Yes	string	DB1:0G:00EQ11-1		ID of the cage.
cabinets	No	array [strings]	DB1:0G:00EQ11-1:0602		ID of the cabinet. If providing cabinet, provide only 1 cabinet ID. Only 1 cabinet is currently being supported per cage.
accountNumber	Yes	string	109921		The cage account number of the customer.
serviceDetails	Yes	object			Service details information consists of date and time of incident, problem category, problem code, a call from cage requirement, and any additional details.
incidentDateTime	Yes	string	2019-07-02T03:00:24.311Z		Date and time of the incident in the local IBX time. Provide a date and time (UTC time zone) in one of the following ISO 8601 formats: yyyy-MM-dd'T'HH:mm:ssZ, yyyy-MM-dd'T'HH:mm:ss.SSSZ.
problemCode	Yes	string	ms01	pwr01, pwr02, cc01, cc02,cc03, env01,env02, env03, env04, hdw01, net01, net02, sec01, sec02, sv01, sv02, sv03, sv04, sv05, ms01, ms04, ms05, ms06, ms07,ms08, ms12,ms13	Problem code. If this is a 'Network' product Cross Connect, change to the correct 'Network' problem code. For detailed information on the different problem codes, refer to GET Troubleticket Types under the API Reference section for more information.
serviceName	Conditional	string		Firewall Issue, VPN Issue, Load Balancer Issue, DDoS Mitigation Issue, Network Device Issue, Storage Issue, Backup to disk Issue, Backup to tape Issue, Missing Tape, Other, Device Monitoring Issue, OS Issue	The specific service name issue for Managed Services. This field is mandatory if the problem code belongs to Managed Services issues (problem codes: ms01, ms04, ms05, ms06, ms07, ms08, ms12, ms13).
assetNumber	No	string	12357987		The asset ID number of the asset experiencing an issue. Providing the asset number can help expedite the processing time of your request. If you need to retrieve your asset ID number, refer to How to retrieve assets? under the Getting Started for ECP use cases section.
callMeFromCage	No	boolean	true	true false	This is a requirement for the Technical contact person to be called from the cage. If 'true', the Technical contact person will be called. If 'false', no one will be called. Default: false
needSupportFromASubmarineCableStationEngineer	Conditional	boolean	false	true false	Requirement for submarine cable station engineer support. This is mandatory for customers with Monet accounts. If 'true', submarine cable station engineer support is required. If 'false', submarine cable station engineer support is not required. Default value: false
additionalDetails	No	string	Refer to attachment.		Any additional details, including the serial number or cable ID, that will help Equinix resolve the issue readily. This is free text input. This field can only be up to 4000 characters long.
attachments	No	array [objects]			An array containing the attachment details. Up to 5 attachments, each not exceeding 5MB, can be provided in the following formats: bmp, jpg, jpeg, gif, png, tif, tiff, txt, doc, docx, xls, xlsx, ppt, pps, ppsx, pdf, and vsd. Refer to POST Attachments File under the API Reference section for more information.
id	Conditional	string	372ffa24-c5ae-48d9-886b-88932cd30c9b		ID of the attachment. You will obtain this value after attaching your file using the attachment API. This is mandatory when an attachment is included.
name	Conditional	string	AdditionalDetailsAttachment.docx		Name of the attachment. You will obtain this value after attaching your file using the attachment API, but you may change the name for your own reference when including this attachment in any order request. This is free text input. This is mandatory when an attachment is included.
customerReferenceNumber	No	string	TT072019-001		Customer's own reference number. This is free text input. This can be an internal code. This information can be searched for in Order History and will appear within Reports. This field can only be up to 50 characters long.
contacts	Yes	array [objects]			Contacts information consists of the Ordering contact details, Technical contact details, and Notification contact details.
contactType	Yes	string	ORDERING	ORDERING, TECHNICAL, NOTIFICATION	There are three types of contact persons: Ordering, Technical, and Notification. All three contacts are mandatory. - Ordering contact person: Person who created the trouble ticket. Only one Ordering contact can be passed. - Technical contact person: Person who Equinix can reach out to for technical clarifications. Only one Technical contact can be passed. - Notification contact person: Person who will be notified of status updates. At least one notification contact must be provided. If notification contact is not available to pass, use ordering contact as notification contact.
userName	Yes	string	johndoe		Equinix-registered username of contact person whose user profile is active or locked. For Ordering contact, Equinix-registered username of contact person must be active. For Notification and Technical contacts, Equinix-registered username of contact person can be active or locked. If the Technical contact does not have the required Equinix-registered username, their full name, email address, work phone, and work phone time zone calling preference must be provided. It is recommended to also include the work phone country code. Additional information such as mobile phone country code, mobile phone number, and their availability to take calls on their mobile phone may also be provided. With the exception of the mandatory contact information required for the Technical contact, any other additional contact information passed together with a 'userName' for Ordering, Technical, and Notification contacts will be ignored. For example, when 'email' and 'workPhone' are passed with 'userName' for Notification contact, these contact details will be ignored.
name	Conditional	string	Jane Smith		Full name of contact person. This is free text input. This is mandatory when the Technical contact does not have an active or locked Equinix-registered username.
email	Conditional	string	janesmith@corporation.com		Email information of contact person. This is free text input. This is mandatory when the Technical contact does not have an active or locked Equinix-registered username.
workPhoneCountryCode	No	string	+44		Country code for work phone number of the contact person. This is free text input. Example: +571 It is recommended to include the work phone country code.
workPhone	Conditional	string	9876543210		Work phone number of contact person. This is free text input. This is mandatory when the Technical contact does not have an active or locked Equinix-registered username.
workPhonePrefToCall	Yes	string	MY_BUSINESS_HOURS	ANYTIME, MY_BUSINESS_HOURS, IBX_BUSINESS_HOURS, BUSINESS_HOURS, NEVER	Availability of Technical contact person to take calls. This is mandatory for the Technical contact. Call Preference - Description NEVER - Does not take calls. ANYTIME - Takes calls anytime. MY_BUSINESS_HOURS - Takes calls only during their business hours. This would be in their specified time zone from Mondays to Fridays, 9am to 5pm. The body parameter 'workPhoneTimeZone' is mandatory to pass when this option is selected. IBX_BUSINESS_HOURS - Takes calls only during the business hours of the IBX. This would be in the IBX time zone from Mondays to Fridays, 9am to 5pm. Deprecated values BUSINESS_HOURS - This value will be removed in the near future.
workPhoneTimeZone	Conditional	string	Europe/London	Click here for applicable values.	This indicates the specific time zone of the Technical contact's business hours that follows the IANA time zone database names format. This is mandatory when 'MY_BUSINESS_HOURS' is selected for 'workPhonePrefToCall'.
mobilePhoneCountryCode	No	string	+1		Country code for the mobile phone number of the contact person. This is free text input. Example: +571
mobilePhone	No	string	0123456789		Mobile phone number of contact person. This is free text input.
mobilePhonePrefToCall	No	string	MY_BUSINESS_HOURS	NEVER, ANYTIME, MY_BUSINESS_HOURS, IBX_BUSINESS_HOURS, BUSINESS_HOURS	Availability of Technical contact person to take calls on their mobile phone. For description of applicable values, refer to description of body parameter 'workPhonePrefToCall'.
mobilePhoneTimeZone	Conditional	string	Europe/London	Click here for applicable values.	This indicates the specific time zone of the Technical contact's business hours that follows the IANA time zone database names format. This should be included when 'MY_BUSINESS_HOURS' is selected for 'mobilePhonePrefToCall' and the mobile phone time zone differs from the work phone time zone. If 'mobilePhoneTimeZone' is not included, it will be assumed that both the work phone and mobile phone time zones are the same.

{
    "OrderNumber": "1-188243137021"
}

The description of the response payload is as follows:

Field name	Type	Example	Description
OrderNumber	string	1-188243137021	The order number created after the order is submitted.

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

Submit Trouble Ticket (V2 Beta)​

Step 1: Authenticate​

Step 2: Identify Issue and Get Asset References​

Step 3: Get Contact Information​

Step 4: Submit Trouble Ticket​

Submit Trouble Ticket (V1)​

Step 1: Authenticate​

Step 2: Get Trouble Ticket Details​

Step 3: Submit Trouble Ticket​

Submit Trouble Ticket (V2 Beta)

Step 1: Authenticate

Step 2: Identify Issue and Get Asset References

Step 3: Get Contact Information

Step 4: Submit Trouble Ticket

Submit Trouble Ticket (V1)

Step 1: Authenticate

Step 2: Get Trouble Ticket Details

Step 3: Submit Trouble Ticket