Managed Services (Beta)

Managed Services:
This feature is currently in Beta stage. For more information on Beta features, refer to our FAQ.

With Equinix Messaging Gateway (EMG) solution, customers can subscribe to Managed Services and manage their trouble tickets, products, and services. The EMG provides an integration layer for customers to communicate with Equinix based on the IT Service Management (ITSM) applications.

The Managed Services is end-to-end communication between ITSM applications on the customer and Equinix sides. The two-way communication via EMG can be as follows:

Use case 1:

Create a case (trouble ticket/service request) from your application to Equinix
Update a case (trouble ticket/service request) from your application to Equinix
Receive notification of case status (update of trouble ticket/order of service)

Use case 2:

Equinix creates a case on record and sends a notification to your application
Equinix requires your application to acknowledge the notification when the case is created on your application.

Managed Services

Create or update a Service Managed case from your application to Equinix

Create Case

Customers can submit trouble tickets/service requests via EMG. The case is created on the Equinix side.

Sample Request:

{
  "Task": {
    "Id": "bf9f2707-d612-4d63-9958-4c8b1fcf3cc0",
    "Source": "3e095d30-40ff-11e9-8959-5be078353003",
    "Verb": "Create",
    "Resource": "TroubleTicket.ManagedService",
    "ContentType": "application/json",
    "Version": "1.0",
    "Body": {
      "RequestorId": "123456789",
      "AccountNumber": "123456",
      "CustomerContact": "demo@equinix.com",
      "Description": "Create Trouble Ticket",
      "ShortDescription": "Create case",
      "Impact": "High",
      "Urgency":"Medium", 
    }
  },
  "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	TroubleTicket.ManagedService	Indicates the ticket 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	Yes	String		The customer's reference number for this Trouble Ticket order. This attribute is mandatory.
AccountNumber	Yes	String		Customer account number.
CustomerContact	Yes	String		The User ID of the user registered with Equinix Customer Portal.
Description	Yes	String		A detailed description of the scope of work. This field can only be up to 4000 characters long. Description > 4000 characters is trimmed.
Short Description	Yes	String		A Short description of the scope of work. This field can only be up to 160 characters long. Short Description > 160 characters is trimmed.
Impact	Yes	String	`High/Medium/Low`	Impact must be provided (High/Medium/Low)
Urgency	Yes	String	`High/Medium/Low`	Urgency must be provided (High/Medium/Low)
Signature	Yes	String		Base64 encoded signature.

Sample Response:

{
  "Task": {
    "Id": "69352cff-4f00-4c42-9dce-a1b5e5ecc40b",
    "Source": "3e095d30-40ff-11e9-8959-5be078353003",
    "Verb": "Ack",
    "Resource": "TroubleTicket.ManagedService",
    "ContentType": "application/json",
    "CreateTimeUTC": "2019-12-13T15:45:04.553Z",
    "Version": "1.0",
    "OriginationId": "bf9f2707-d612-4d63-9958-4c8b1fcf3cc0",
    "OriginationVerb": "Create",
    "Body": {
      "RequestorId": "123456789",
      "CaseSysId": "32 bit uinque number sys_id",
      "StatusCode": 200
      "Description": "Ticket has been created"
    }
  },
  "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. 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 to be performed. Applicable values are "Ack" and "Update".
Resource	String	Indicates the ticket 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.
OriginationId	String (Guid)	The unique identifier of the message in the request schema.
OriginationVerb	String	Indicates the action to be performed in the request schema.
Body	Object	An object containing the details of the order. The attributes within the object 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 Managed Service Ticket: CS0634418 Was created in reference to: 123456789"
Signature	String	Base64 encoded signature.

Update Case

Customer can update their trouble tickets/request services via EMG. The case is updated on the Equinix side.

Sample Request:

{
    "Task": {
        "Id": "2352c576-fab3-4856-a431-0a4b55a2babe",
        "Source": "3e095d30-40ff-11e9-8959-5be078353003",
        "Verb": "Update",
        "Resource": "TroubleTicket.ManagedService",
        "ContentType": "application/json",
        "Version": "1.0",
        "Body": {
            "ServicerId": "c572cef497702950c9b930b6f053afd1",
            "TicketState": "Open/Inprogress/Resolved/StopNotice",
            "Comments": "Update Trouble Ticket"
        }
    },
    "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	TroubleTicket.ManagedService	Indicates the ticket 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 ticket. The attributes within the object will vary based on the resource and verb.
RequestorId	Yes	String		Indicates the Trouble Ticket Case ID generated by Equinix after the order was submitted.
TicketState	Yes	String		The state of the ticket. Open/Inprogress/Resolved/Stop notice
Comments	Yes	String		Additional comments.
Signature	Yes	String		Base64 encoded signature.

Sample Response:

{
    "Task": {
        "Id": "69352cff-4f00-4c42-9dce-a1b5e5ecc40b",
        "Source": "3e095d30-40ff-11e9-8959-5be078353003",
        "Verb": "Ack",
        "Resource": "TroubleTicket.ManagedService",
        "ContentType": "application/json",
        "CreateTimeUTC": "2019-12-13T15:45:04.553Z",
        "Version": "1.0",
        "OriginationId": "bf9f2707-d612-4d63-9958-4c8b1fcf3cc0",
        "OriginationVerb": "Update",
        "Body": {
            "RequestorId": "123456789",
            "StatusCode": 200,
            "Description": "Equinix BreakFix Managed Service Ticket: CS0634418 was updated"
        }
    },
    "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 to be performed. The verb for response messages is "Ack" and "Update".
Resource	String	Indicates the ticket 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.
OriginationId	String (Guid)	The unique identifier of the message in the request schema.
OriginationVerb	String	Indicates the action to be performed in the request 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.
StatusCode	String	The HTTP status code of the request.
Description	String	Additional details of the order updated. Ex: "Equinix BreakFix Managed Service Ticket: CS0634418 was updated"
Signature	String	Base64 encoded signature.

Sample Notifications

For more information, refer to:

Acknowledgment of Case Update

Client sends an acknowledgment of the trouble ticket/request service update to the Equinix via EMG.

Sample Request:

{
    "Task": {
        "Id": "69352cff-4f00-4c42-9dce-a1b5e5ecc40b",
        "Source": "3e095d30-40ff-11e9-8959-5be078353003",
        "Verb": "Ack",
        "Resource": "TroubleTicket.ManagedService",
        "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": "INC or PRB or CS", //Customer Ticekt unique number
            "StatusCode": 201,
            "Description": "Equinix BreakFix Managed Service Ticket: CS0634418 was updated"
        }
    },
    "Signature": "Jm2BpG/5ll6s3v0w3WWMULkRXsIEPog1e5AuYWT/kF3qW+hhNAFDZGCJ5lNmUT4Y3jUFid/3yb3diXK+Tr0hm7zwGLMDyi/mRwlc7LxYKRtbhHgHxWviQgTsLrreKlLuOJHbl81bCLxK2UEPrfRXuAOUbMyOT2mzBhidiCFg=="
}

The description of the ACK Trouble Ticket 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 to be performed. Applicable values are "Ack" and "Update".
Resource	String	Indicates the ticket 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.
Signature	String	Base64 encoded signature.

Managed Services​

Create Case​

Update Case​

Sample Notifications​

Acknowledgment of Case Update​

Managed Services

Create Case

Update Case

Sample Notifications

Acknowledgment of Case Update