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Create Trouble Ticket Order

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.

Order Trouble Ticket (V2 Beta)

How to create TT v2.2

Step 1: Authenticate

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

 

Refer to Generating a Client ID and Client Secret key under Getting Started 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 Asset References

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 3. 

 

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 3. 

 

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.  

Step 3: Get Asset References

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 How-to Guide 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 4: Create 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}, {name, type, details [{type, value}, {type, value}, {type, value}]}], details {callFromCage, availability, timezone, submarineEngineerRequired}

 

This method creates a trouble ticket 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 Started 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"
    },
    {
      "name": "John 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

 

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 How-to Guide. 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 and contact details must be provided.

To include more information such as the technical contact's availability or timezone, see parameters 'availability' and 'timezone'.

 

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.

 

When providing the contact information for a registered user object, the following parameters are mandatory: registeredUsers, type. All other attributes passed in a registered user object will be ignored.

 

When providing the contact information for a non-registered user object, the following parameters are mandatory: name, type, details. 

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. Contact your Master Administrator for more information on your user's status. 

 

Limt for technical contact: 1 string.

 

Limit for notification contact(s): 1 to 10 strings. 

type Conditional string NOTIFICATION

NOTIFICATION,

TECHNICAL 

Defines the registered contact type. This is mandatory for a registered user. 

name Conditional string John Doe  

Full name of the non-registered user. This is mandatory for the non-registered user, and should include the first and last names of the contact.

 

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 comprises objects representing contact details for the non-registered user. This is mandatory for a non-registered user. Each object contains the following parameters: type, value. 

 

It is mandatory to provide a phone number and an email address. Only one of each can be provided. Providing a mobile number is optional. 

 

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. his 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 0008.

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. 

Order Trouble Ticket (V1)

How to create TT v1.4

Step 1: Authenticate

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

 

Refer to Generating a Client ID and Client Secret key under Getting Started 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: 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 How-to Guide 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.

 

OR

 

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: Create 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, serviceName, assetNumber, callMeFromCage, needSupportFromASubmarineCableStationEngineer, additionalDetails}, attachments [{id, name}], customerReferenceNumber,  contacts [{contactType, userName}, {contactType, name, email, workPhoneCountryCode, workPhone, mobilePhoneCountryCode, mobilePhone, mobilePhonePrefToCall, mobilePhoneTimeZone}, {contactType, userName}, {contactType, userName}]}

 

This method creates a trouble ticket 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 Started section.

 

The following screenshots show a sample curl request and JSON response for this API.

 

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.

 

E.g. 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 timezone) 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 to cc03,

env01 to env04,

hdw01,

net01, net02,

sec01, sec02,

sv01 to sv05,

ms01, ms04
ms05, ms06,

ms07, ms08,

ms12, ms13,

sk01.

Problem code. 

 

For detailed information on the different problem codes, refer to GET Troubleticket Types under the API Reference section for more information. 

 

If this is a 'Network' product Cross Connect, please change to the correct 'Network' problem code.

serviceName Conditional string
Firewall Issue
 
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 How-to Guide 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 timezone calling preference must be provided. 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.

 

E.g. If 'email' and 'workPhone' information is passed with 'userName' for Notification contact, this information 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.

 

E.g.: +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 anytime, during their business hours, during the local IBX business hours, during general business hours, or never.

 

This is mandatory for the Technical contact.

 

If 'MY_BUSINESS_HOURS', the additional body parameter 'workPhoneTimeZone' is mandatory.

workPhoneTimeZone Conditional string Europe/London Click here for applicable values.

This indicates the specific timezone of the Technical contact's business hours that follows the IANA time zone database names format.

 

E.g. Area/Location

 

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 anytime, during office hours, during their business hours, during the local IBX business hours, during general business hours, or never.

 

If 'MY_BUSINESS_HOURS', the additional body parameter 'mobilePhoneTimeZone' should be provided if the mobile phone timezone differs from the work phone timezone.

mobilePhoneTimeZone Conditional string Europe/London Click here for applicable values.

This indicates the specific timezone of the Technical contact's business hours that follows the IANA time zone database names format.

 

E.g. Area/Location

 

This should be included when 'MY_BUSINESS_HOURS' is selected for 'mobilePhonePrefToCall' and the mobile phone timezone differs from the work phone timezone. If 'mobilePhoneTimeZone' is not included, it will be assumed that both the work phone and mobile phone timezones 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.