BreakFix/Trouble Ticket Order

BreakFix or Trouble Tickets are requests from users that require an immediate Equinix response to deal with a loss or interruption of customer service. Trouble Tickets can be submitted by any user with Trouble Ticket ordering permissions for the affected Datacenter in question. If the loss or interruption of service was caused by Equinix, it will be considered “Equinix Caused” and will not incur any charges. However, if it is identified as customer caused, normal Smart Hands charges will apply. Trouble tickets can be submitted to deal with issues concerning power, cross-connects, environment, hardware, network, security, or managed services, and troubleshooting will be prioritized according to the severity of the issue.

See Integrate with Equinix Messaging Gateway for links on how to use the EMG Templates for ordering.

Equinix Messaging gateway supports several Trouble Ticket types. The below Type and Operation are passed in the request payload to indicate the Trouble Ticket

Trouble Ticket Type	Operation		Description
Trouble Ticket Type	Category	Sub Category	Description
Cross Connect	0000	0000	Live Cross-Connect circuit stopped working.
		0001	Live Metro Connect circuit stopped working.
		0002	New Cross-Connect was not installed properly.
Note: Trouble ticket codes starting with '0001' (Network) are no longer applicable.
Power	0002	0000	Experiencing total power outage.
Power	0002	0001	Experiencing partial power outage.
Environment	0003	0000	Experiencing rising temperature.
		0001	Experiencing decreasing temperature.
		0002	Experiencing water leakage.
		0003	Structural damage.
Hardware	0004	0000	Service impacting issue with my device.
Security	0005	0000	Service issue with my cage or cabinet.
Security	0005	0001	Cage door not working.
Note: Trouble ticket codes starting with '0006' (Managed Services) are no longer applicable.
Smartview	0007	0000	IBX SmartView Power Draw
		0001	IBX SmartView Environment
		0002	IBX SmartView Mechanical System
		0003	IBX SmartView Environmental Sensor
		0004	IBX SmartView Electrical System

The following screenshots show sample message requests to create, update, and cancel Trouble Tickets in EMG.

Create Trouble Ticket (Hardware)

Sample Request:

{
  "Task": {
    "Id": "bf9f2707-d612-4d63-9958-4c8b1fcf3cc0",
    "Source": "3e095d30-40ff-11e9-8959-5be078353003",
    "Verb": "Create",
    "Resource": "BreakFix",
    "ContentType": "application/json",
    "Version": "1.0",
    "Body": {
      "RequestorId": "123456789",
      "RequestorIdUnique": false,
      "Operation": "0004/0000",
      "Location": "LD9:00:000000:0105",
      "Device": "MIA-96CBE-1A|ABC XY00-AC |JN11XXXXX",
      "CustomerContact": "demo@equinix.com",
      "IncidentDateTime": "2019-12-20T18:25:43.511Z",
      "Description": "Create Trouble Ticket",
      "Attachments": [
        {
          "Name": "samplepicture.jpeg",
          "Url": "https://eqixazurestorage.blob.core.windows.net/file-download-blob/samplepicture.jpeg"          
        }
      ],  
    }
  },
  "Signature": "RWNobwp7CiAgIklkIjogIjM1MGFlZjcwLTc4MWItMTFlOSogIH0KfQ=="
}

The description of the create request schema is as follows:

Name	Mandatory	Type	Applicable Value(s)	Description
Task	Yes	Object		The task object comprises a common set of header attributes and a unique set of body attributes. The header attributes are applicable to all order types, whereas the body attributes vary for each order.
ID	Yes	String (Guid)		The unique identifier of the message. Customers must ensure to send a unique value for each message.
Source	Yes	String (Guid)		A unique value to identify the message sender. This value will be shared with the customer during the onboarding process.
Verb	Yes	String	Create	Indicates the action to be performed.
Resource	Yes	String	BreakFix	Indicates the order type.
ContentType	No	String	application/json
Version	Yes	String	1.0	The version of the request and response schema.
Body	Yes	Object		An object containing the details of the order. The attributes within the object will vary based on the resource and verb.
RequestorId	Conditional	String		The customer's reference number for this Trouble Ticket order. This attribute is only mandatory if RequestorIdUnique is true.
RequestorIdUnique	Yes	Boolean	true false	Indicates whether the RequestorId is unique. The default value for this attribute is false. The RequestorId should not be referenced in any other ticket and if referenced this operation will fail with a "400 - Bad Request". This field cannot be NULL.
Operation	Yes	String		Indicates the Trouble Ticket type. For example, 0004/0000, where 0004 is the category and 0000 is the operation subcategory.
Location	Yes	String		The location of the cage and cabinet where the Trouble Ticket is required.
Device	No	String		The description of the customer device for which this Trouble Ticket is raised.
CustomerContact	Yes	String		The username or email address of the user registered with Equinix Customer Portal.
CallFromCage	No	Boolean		Indicates whether Equinix technician can contact the customer's technical contact from the cage If 'true', the Technical contact person will be called. If 'false', no one will be called. Default: false
IncidentDateTime	No	String		Indicates the date and time at which the incident occurred. The date must be provided in ISO Date format If the incident date and time is not provided, the SYSDATE on which the message was created will be used.
Description	No	String		A detailed description of the scope of work. This field can only be up to 3800 characters long. Description > 3800 characters will be added as an attachment to the order being submitted.
Attachments	No	Array [{ String, String }]		Includes all attachments for supporting this request. Expected Value: [{"Name":<Attachment_Name>, "Url":<Attachment_URL>}] OR [{"Name":<Attachment_Name>, "Id":<Attachment_Id>}] URL - URL to download the attachment Id - Attachment Id returned by Equinix Attachment API (https://api.equinix.com/v1/attachments/file) 5 files with 5MB size each Supported filetypes: .bmp,.jpeg,.jpg,.gif,.png,.tif,.txt,.doc,.docx,.xls,.tiff,.xlsx,.ppt,.pptx,.pdf,.vsd,.pps,.ppsx
AdditionalContacts	No	Array [{ Object}]		Can be used to overide details of TECHNICAL CONTACT sent as part of "CustomerContact" attribute. You can send details of non-registered contacts with Equinix Customer Portal
ContactType	Yes	String (Enum)		Type of Contact. Expected value : TECHNIICAL
Name	Yes	String		Full Name of the Contact, Eg. 'First_Name' + 'Last_Name' Supported Regex: ^[\s.]([^\s.][\s.]){0,100}$
Email	Yes	String		Valid email address of the contact. Should be <=100 characters Supported Regex: ^(([^<>()\[\]\.,;:\s@"]+(\.[^<>()\[\]\.,;:\s@"]+)*)\|(".+"))@((\[[0-9]{1,3}\.[0-9]{1,3}\.[0-9]{1,3}\.[0-9]{1,3}])\|(([a-zA-Z\-0-9]+\.)+[a-zA-Z]{2,}))$
WorkPhoneCountryCode	Yes	String		Country Code of Primary Phone of the contact. Should be within [1…6] characters Supported Regex: ^\+[0-9]{1,6}$
WorkPhone	Yes	String		Primary Phone of the contact. Should be within [1…40] characters Supported Regex: ^[0-9\.\-() ]{2,40}(?:(x\|ext)[0-9\.\-() ]{1,10})?$
WorkPhonePrefToCall	No	String		Expected values are NEVER, ANYTIME, MY_BUSINESS_HOURS,IBX_BUSINESS_HOURS. Defauted to 'ANYTIME'
WorkPhoneTimeZone	No	String		Expected values are "Atlantic/Canary" "Europe/Dublin" "Europe/London" "Europe/Lisbon" "Africa/Algiers" "Europe/Berlin" "Europe/Amsterdam" "Europe/Copenhagen" "Europe/Madrid" "Europe/Paris" "Europe/Stockholm" "Europe/Zurich" "Europe/Warsaw" "Africa/Cairo" "Africa/Johannesburg" "Europe/Sofia" "Africa/Nairobi" "Asia/Jerusalem" "Europe/Istanbul" "Europe/Moscow" "Asia/Riyadh" "Asia/Dubai" "Asia/Kabul" "Asia/Tehran" "Asia/Karachi" "Indian/Maldives" "Asia/Kolkata" "Asia/Kathmandu" "Asia/Omsk" "Asia/Rangoon" "Asia/Jakarta" "Asia/Ho_Chi_Minh" "Asia/Brunei" "Asia/Hong_Kong" "Asia/Kuala_Lumpur" "Asia/Manila" "Asia/Shanghai" "Asia/Singapore" "Asia/Taipei" "Australia/Perth" "Asia/Seoul" "Asia/Tokyo" "Australia/Darwin" "Australia/Brisbane" "Pacific/Guam" "Australia/Adelaide" "Australia/Sydney" "Pacific/Auckland" "Pacific/Chatham" "Indian/Christmas" "America/Scoresbysund" "Atlantic/South_Georgia" "America/Sao_Paulo" "America/Detroit" "America/New_York" "America/Puerto_Rico" "America/Toronto" "America/Bogota" "America/Chicago" "America/Winnipeg" "America/Denver" "America/Edmonton" "America/Mexico_City" "America/Los_Angeles" "America/Vancouver" "America/Phoenix" "America/Anchorage" "Pacific/Gambier" "Pacific/Marquesas" "Pacific/Honolulu" "Pacific/Fiji" "Asia/Muscat" "America/Argentina/Buenos_Aires" "America/Caracas" "Etc/GMT+12" "UTC" "GMT" "America/Santiago" "America/St_Johns" "Asia/Almaty" "Asia/Bankgkok" "Asia/Calcutta" "Asia/Magadan" "Asia/Yekaterinburg" "Australia/Eucla" "Australia/Lord_Howe" "Europe/Bratislava" "Europe/Brussels" "Europe/Prague" "Europe/Rome" "Pacific/Kiritimati" "Pacific/Midway" "Pacific/Tongatapu"
MobilePhoneCountryCode	No	String		Country Code of Mobile Phone of the contact. Should be within [1…6] characters Supported Regex: ^\+[0-9]{1,6}$
MobilePhone	No	String		Mobile Phone of the contact. Should be within [1…40] characters Supported Regex: ^[0-9\.\-() ]{2,40}(?:(x\|ext)[0-9\.\-() ]{1,10})?$
MobilePhonePrefToCall	No	String		Expected values are NEVER, ANYTIME, MY_BUSINESS_HOURS,IBX_BUSINESS_HOURS. Defauted to 'ANYTIME'
MobilePhoneTimeZone	No	String		Please refer to 'WorkPhoneTimeZone' for expected values
Signature	Yes	String		Base64 encoded signature.

Sample Response:

{
  "Task": "{\"Id\":\"69352cff-4f00-4c42-9dce-a1b5e5ecc40b\",\"Source\":\"3e095d30-40ff-11e9-8959-5be078353003\",\"Verb\":\"Ack\",\"Resource\":\"BreakFix\",\"ContentType\":\"application/json\",\"CreateTimeUTC\":\"2019-12-13T15:45:04.553Z\",\"Version\":\"1.0\",\"OriginationId\":\"bf9f2707-d612-4d63-9958-4c8b1fcf3cc0\",\"OriginationVerb\":\"Create\",\"Body\":{\"RequestorId\":\"123456789\",\"ServicerId\":\"1-199912345789\",\"StatusCode\":201,\"Description\":\"Equinix BreakFix: 1-199912345789 Was created in reference to : 123456789\",\"Object\":null}}",
  "Signature": "Jm2BpG/5ll6s3v0w3WWMULkRXsIEPog1e5AuYWT/kF3qW+hhNAFDZGCJ5lNmUT4Y3jUFid/3yb3diXK+Tr0hm7zwGLMDyi/mRwlc7LxYKRtbhHgHxWviQgTsLrreKlLuOJHbl81bCLxK2UEPrfRXuAOUbMyOT2mzBhidiCFg=="
}

The description of the create response schema is as follows:

Name	Type	Description
Task	Object	The task object comprises a common set of header attributes and a unique set of body attributes. The header attributes are applicable to all order types, whereas the body attributes vary for each order.
ID	String (Guid)	The unique identifier of the message. Equinix will send a unique value for each message.
Source	String (Guid)	A unique value to identify the message sender. This value will be shared with the customer during the onboarding process.
Verb	String	Indicates the action type. Applicable values are "Ack" and "Update".
Resource	String	Indicates the order type.
ContentType	String
CreateTimeUTC	String	Indicates the date and time at which the Trouble Ticket order was created at Equinix's end.
Version	String	The version of the request and response schema.
Body	Object	An object containing the details of the order. The attributes within the object will vary based on the resource and verb.
RequestorId	String	The customer's reference number for this Trouble Ticket order.
ServicerId	String	Indicates the Trouble Ticket order ID generated by Equinix after the order was submitted.
StatusCode	String	The HTTP status code of the request.
Description	String	Additional details of the order created Ex: "Equinix BreakFix: 1-199912345789 Was created in reference to : 123456789"
Signature	String	Base64 encoded signature.

Update Trouble Ticket

Sample Request:

{
  "Task": {
    "Id": "2352c576-fab3-4856-a431-0a4b55a2babe",
    "Source": "3e095d30-40ff-11e9-8959-5be078353003",
    "Verb": "Update",
    "Resource": "BreakFix",
    "ContentType": "application/json",
    "Version": "1.0",
    "Body": {
      "ServicerId": "1-199912345789",
      "Attachments": [
        {
          "Name": "samplepicture.jpeg",
          "Url": "https://eqixazurestorage.blob.core.windows.net/file-download-blob/samplepicture.jpeg"   
        }
      ],
      "Description": "Update Trouble Ticket",
      "CallFromCage": true
    }
  },
  "Signature": "RWNobwp7CiAgIklkIjogIjM1MGFlZjcwLTc4MWItMTFlOSogIH0KfQ=="
}

The description of the update request schema is as follows:

Name	Mandatory	Type	Applicable Value(s)	Description
Task	Yes	Object		The task object comprises a common set of header attributes and a unique set of body attributes. The header attributes are applicable to all order types, whereas the body attributes vary for each order.
ID	Yes	String (Guid)		The unique identifier of the message. Customers must ensure to send a unique value for each message.
Source	Yes	String (Guid)		A unique value to identify the message sender. This value will be shared with the customer during the onboarding process.
Verb	Yes	String	Update	Indicates the action to be performed.
Resource	Yes	String	BreakFix	Indicates the order type.
ContentType	No	String	application/json
Version	Yes	String	1.0	The version of the request and response schema.
Body	Yes	Object		An object containing the details of the order. The attributes within the object will vary based on the resource and verb.
RequestorId	Conditional	String		The customer's reference number for this Trouble Ticket order. This attribute is only mandatory if ServicerId is not provided.
ServicerId	Conditional	String		Indicates Trouble Ticket order ID generated by Equinix after the order was submitted. This attribute is only mandatory if RequestorId is not provided.
CallFromCage	No	Boolean		Indicates whether Equinix technician can contact the customer's technical contact from the cage If 'true', the Technical contact person will be called. If 'false', no one will be called. Default: false
Description	Yes	String		A detailed description of the scope of work. This field can only be up to 3800 characters long.
Attachments	No	Array [{ String, String }]		Includes all attachments for supporting this request. Expected Value: [{"Name":<Attachment_Name>, "Url":<Attachment_URL>}] 5 files with 5MB size each Supported filetypes: .bmp,.jpeg,.jpg,.gif,.png,.tif,.txt,.doc,.docx,.xls,.tiff,.xlsx,.ppt,.pptx,.pdf,.vsd,.pps,.ppsx.
Signature	Yes	String		Base64 encoded signature.

Sample Response:

{
  "Task": "{\"Id\":\"69352cff-4f00-4c42-9dce-a1b5e5ecc40b\",\"Source\":\"3e095d30-40ff-11e9-8959-5be078353003\",\"Verb\":\"Ack\",\"Resource\":\"BreakFix\",\"ContentType\":\"application/json\",\"CreateTimeUTC\":\"2019-12-13T15:45:04.553Z\",\"Version\":\"1.0\",\"OriginationId\":\"bf9f2707-d612-4d63-9958-4c8b1fcf3cc0\",\"OriginationVerb\":\"Update\",\"Body\":{\"RequestorId\":\"123456789\",\"ServicerId\":\"1-193505304576\",\"StatusCode\":201,\"Description\":\"Equinix BreakFix: 1-199912345789 was updated\",\"Object\":null}}",
  "Signature": "Jm2BpG/5ll6s3v0w3WWMULkRXsIEPog1e5AuYWT/kF3qW+hhNAFDZGCJ5lNmUT4Y3jUFid/3yb3diXK+Tr0hm7zwGLMDyi/mRwlc7LxYKRtbhHgHxWviQgTsLrreKlLuOJHbl81bCLxK2UEPrfRXuAOUbMyOT2mzBhidiCFg=="
}

The description of the update response schema is as follows:

Name	Type	Description
Task	Object	The task object comprises a common set of header attributes and a unique set of body attributes. The header attributes are applicable to all order types, whereas the body attributes vary for each order.
ID	String (Guid)	The unique identifier of the message. Customers must ensure to send a unique value for each message.
Source	String (Guid)	A unique value to identify the message sender. This value will be shared with the customer during the onboarding process.
Verb	String	Indicates the action type. Applicable values are "Ack" and "Update".
Resource	String	Indicates the order type.
ContentType	String
CreateTimeUTC	String	Indicates the date and time at which the Trouble Ticket order was updated at Equinix's end.
Version	String	The version of the request and response schema.
Body	Object	An object containing the details of the order.
RequestorId	String	The customer's reference number for this Trouble Ticket order.
ServicerId	String	Indicates the Trouble Ticket order ID genrated by Equinix after the order was submitted.
StatusCode	String	The HTTP status code of the request.
Description	String	Additional details of the order updated. Ex: "Equinix BreakFix: 1-199912345789 was updated"
Signature	String	Base64 encoded signature.

Cancel Trouble Ticket

Sample Request:

{
  "Task": {
  "Id": "63d7a57b-848a-4335-ab47-6c1aaee71b04",
  "Source": "3e095d30-40ff-11e9-8959-5be078353003",
  "Verb": "Update",
  "Resource": "BreakFix",
  "ContentType": "application/json",
  "Version": "1.0",
  "Body": {
    "State": "Cancelled",
    "ServicerId": "1-199912345789"
    "Description": "Cancel Trouble Ticket"
  }
},
  "Signature": "RWNobwp7CiAgIklkIjogIjM1MGFlZjcwLTc4MWItMTFlOSogIH0KfQ=="
}

The description of the cancel request schema is as follows:

Name	Mandatory	Type	Applicable Value(s)	Description
Task	Yes	Object		The task object comprises a common set of header attributes and a unique set of body attributes. The header attributes are applicable to all order types, whereas the body attributes vary for each order.
ID	Yes	String (Guid)		The unique identifier of the message. Customers must ensure to send a unique value for each message.
Source	Yes	String (Guid)		A unique value to identify the message sender. This value will be shared with the customer during the onboarding process.
Verb	Yes	String	Update	Indicates the action to be performed.
Resource	Yes	String	BreakFix	Indicates the order type.
ContentType	No	String	application/json
Version	Yes	String	1.0	The version of the request and response schema.
Body	Yes	Object		An object containing the details of the order. The attributes within the object will vary based on the resource and verb.
RequestorId	Conditional	String		The customer's reference number for this Trouble Ticket order. This attribute is only mandatory if ServicerId is not provided.
ServicerId	Conditional	String		Indicates the Trouble Ticket order ID created at Equinix's end after the order was submitted. This attribute is only mandatory if RequestorId is not provided.
State	Conditional	String	Cancelled	This attribute is only valid when the verb is 'Update' and must only be used when cancelling an order.
Description	Yes	String		A detailed description of the scope of work. This field can only be up to 4000 characters long.
Signature	Yes	String		Base64 encoded signature.

Sample Response:

{
  "Task": "{\"Id\":\"2f3b9c69-1446-46fa-b5c7-040421029c88\",\"Source\":\"3e095d30-40ff-11e9-8959-5be078353003\",\"Verb\":\"Ack\",\"Resource\":\"BreakFix\",\"ContentType\":\"application/json\",\"CreateTimeUTC\":\"2019-12-13T15:53:33.084Z\",\"Version\":\"1.0\",\"OriginationId\":\"63d7a57b-848a-4335-ab47-6c1aaee71b04\",\"OriginationVerb\":\"Update\",\"Body\":{\"ServicerId\":\"1-193505304576\",\"RequestorId\":\"123456789\",\"StatusCode\":200,\"Description\":\"Equinix BreakFix: 1-199912345789 Was Cancelled\",[{\"Name\":\"cancelticket.jpeg\",\"Id\":\"f1797cd8-4508-434d-9998-3cf4545c7ca0\"}]}}",
  "Signature": "Jm2BpG/5ll6s3v0w3WWMULkRXsIEPog1e5AuYWT/kF3qW+hhNAFDZGCJ5lNmUT4Y3jUFid/3yb3diXK+Tr0hm7zwGLMDyi/mRwlc7LxYKRtbhHgHxWviQgTsLrreKlLuOJHbl81bCLxK2UEPrfRXuAOUbMyOT2mzBhidiCFg=="
}

The description of the cancel response schema is as follows:

Name	Type	Description
Task	Object	The task object comprises a common set of header attributes and a unique set of body attributes. The header attributes are applicable to all order types, whereas the body attributes vary for each order.
ID	String (Guid)	The unique identifier of the message. Customers must ensure to send a unique value for each message.
Source	String (Guid)	A unique value to identify the message sender. This value will be shared with the customer during the onboarding process.
Verb	String	The verb for response messages is "Ack". Indicates it is an acknowledgement message from Equinix.
Resource	String	Indicates the order type.
ContentType	String
CreateTimeUTC	String	Indicates the date and time at which the Trouble Ticket order was cancelled at Equinix's end.
Version	String	The version of the request and response schema.
Body	Object	An object containing the details of the order.
RequestorId	String	The customer's reference number for this Trouble Ticket order.
ServicerId	String	Indicates the Trouble ticket order ID generated by Equinix after the order was submitted.
StatusCode	String	The HTTP status code of the request.
Description	String	Additional details of the order cancelled. Ex: "Equinix BreakFix: 1-199912345789 Was Cancelled"
Signature	String	Base64 encoded signature.

Sample Outgoing Notification

For more information, refer to Order Notifications - BreakFix/Trouble Ticket.

Create Trouble Ticket (Hardware)​

Update Trouble Ticket​

Cancel Trouble Ticket​

Sample Outgoing Notification​

Create Trouble Ticket (Hardware)

Update Trouble Ticket

Cancel Trouble Ticket

Sample Outgoing Notification