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Troubleticket (V1)

Troubleticket APIs allow a user with Trouble Ticket ordering permission to get the available trouble ticket types, the permitted trouble ticket location information, as well as submit trouble tickets.

GET Troubleticket Locations

GET /troubleticket/locations

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

 

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

 

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

 

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

 

curl -X

GET "https://api.equinix.com/v1/orders/troubleticket/locations?ibxs=AM1&cages=AM1:0G:00EQ12-3&detail=true"

-H "content-type: application/json"

-H "authorization: Bearer qwErtY8zyW1abcdefGHI"

 

The description of the query parameters is as follows:

 

Query Parameter Name Mandatory Type Example Applicable Values Description
detail No boolean

false

true

false

Defines if the information returned is detailed.

 

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

 

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

 

Default value : false.

ibxs No string AM1  

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

 

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

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

 

Default value : all IBXs where the user has this permission

cages No string

AM1:0G:00EQ12-3

 

ID of cage that the user has access to. 

 

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

 

Default value : all cages where the user has this permission 

 

 

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

 

The description of the response payload is as follows:

 

Field name Type Example Description
locations array [objects]   Locations information of the IBX(s) that user has access to. 
ibx string AM1 The IBX location code.
cages array [objects]

 

Cages information for cages that the user has access to. This consists of cage ID, cage type, and customer account information linked to the cage.
cage string AM1:0G:00EQ12-3 ID of the cage.
cageTypes array [string] Shared

Type of cage. 

 

Cage type - Description

Shared - Indicates that the cage is shared by more than one customer, so provision of ID of cabinet(s) is mandatory.

Private - Indicates that the cage is privately held by one customer, so provision of ID of cabinet(s) is optional.

IBXflex - there are no cabinets.

accounts array [objects]   Customer account information that consists of customer account number, customer account name, purchase order tracking, enabling of pricing, IDs of all cabinets in the respective cage, credit holding status, purchase order bearing status, and MonetAccount status. 
number string 101234 The customer account number linked to the cage.
name string John Doe Corp The customer account name linked to the cage.
poTracking boolean false

Indicates if purchase order tracking is required for the customer account.

 

You may ignore this. 

pricingEnabled boolean false

Indicates if the pricing needs to be provided at the time of ordering for this customer account. 

 

You may ignore this. 


pricingEnforced
boolean false 

Indicates if a pricing acknowledgment needs to be received from user before an order is submitted for this customer account.

 

You may ignore this. 

cabinets array [objects]   All cabinets in the cage that user has access to.
cabinet string AM1:0G:00EQ12-3:4567 ID of the cabinet that the user has access to.
cabinetReference string ls99at5 Customer's cabinet reference number. 
cabinetType string Cabinet

Type of cabinet.

 

Cabinet type - Description 

Cabinet - Cabinet that is not a demarcation point for a cross connection.
Demarcation point - Cabinet that is a demarcation point for a cross connection.

isCreditHold boolean false

Credit status of the customer account.

 

If 'true', customer account is unable to place billable orders.

 

If 'false', customer account is free to make orders.

 

Customers can submit trouble tickets regardless of credit status.

isPOBearing boolean true

Purchase order bearing status of customer account.

 

If 'true', it is recommended to include the purchase order number when placing billable orders. 

 

If 'false', purchase order number is not required. 

 

Purchase order information is not required when submitting trouble tickets. You may ignore this. 

isMonetAccount boolean false

Indicates that this account has cages that require submarine engineering support.

 

If 'true', the field "needSupportFromASubmarineCableStationEngineer" must be provided when placing orders.

 

If 'false', no additional field is required when placing orders. 

 

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

GET Troubleticket Types

 

GET /troubleticket/types

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

 

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

 

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

 

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

 

curl -X

GET "https://api.equinix.com//v1/orders/troubleticket/types"

-H "content-type: application/json"

-H "authorization: Bearer qwErtY8zyW1abcdefGHI"

 

The description of the query parameters is as follows:

 

Query Parameter Name Mandatory Type Example Applicable Values Description
category No string Power

Power,

Cross Connect,

Environment,

Hardware,

Network,

Security,

Smartview,

Managed Services

All the trouble ticket problem categories supported by Equinix.

 

{
    "troubleticketTypes": [
    {
      "category": "Power",
      "code": "pwr02",
      "description": "We are having a partial power outage",
      "severity": "S1",
      "additionalDetails": {}
    },
    {
      "category": "Managed Services",
      "code": "ms04",
      "description": "Managed DDoS Mitigation",
      "severity": "S1",
      "additionalDetails": {
        "subCategories": [
          "DDoS Mitigation Issue"
        ],
        "enabledIBXs": [
          "DB1",
          "DB2",
          "DB3",
          "DB4"
        ]
      }
    }
  ]
}

 

The description of the response payload is as follows:

 

Field Name Type Example Description
troubleticketTypes

array

[objects]

 

All the trouble ticket categories supported by Equinix, and its corresponding information.

category string Power

The problem category.

 

Category - Description

Power - Problems pertaining to power.

Cross Connect - Problems pertaining to cross connects. If this is a 'Network' product Cross Connect, it would be considered a problem pertaining to 'Network' instead.

Environment - Problems pertaining to environment.

Hardware - Problems pertaining to hardware.

Network - Problems pertaining to network. 

Security - Problems pertaining to security.

Smartview - Problems pertaining to Smartview.

Managed Services - Problems pertaining to manaaged services.

SmartKey -  Problems pertaining to power.

code string

pwr01

The problem code. See below for trouble ticket problem descriptions and the corresponding code. 

description string

We are having a total power outage

The problem description of the trouble ticket issue that corresponds with the problem code.

 

Code - Description

pwr01 - We are having a total power outage. 

pwr02 - We are having a partial power outage. 

cc01 - A live Cross Connect circuit stopped working. 

cc02 - A live Metro Connect circuit stopped working. 

cc03 - A new Cross Connect circuit is not installed successfully. 

env01 - We are experiencing rising temperature. 

env02 - We are experiencing decreasing temperature. 

env03 - There is a water leak 

env04 - There is structural damage. 

hdw01 - There is a service impacting issue with my device. 

net01 - We are having a total network outage. 

net02 - We are having a partial network outage. 

sec01 - There is a security issue with my cage or cabinet. 

sec02 - Cage door not working. 

sv01 - We are having a problem with IBX SmartView Environment.

sv02 - We are having a problem with IBX SmartView Power Draw. 

sv03 - We are having a problem with IBX SmartView Electrical System. 

sv04 - We are having a problem with IBX SmartView Environmental Sensor.

sv05 - We are having a problem with IBX SmartView Mechanical System.

ms01 - Managed Firewall.

ms04 - Managed DDoS Mitigation.

ms05 - Managed Network Device.

ms06 - Managed Storage.

ms07 - Managed Server.

ms08 - Managed Backup.

ms12 - IT Monitoring.

ms13 - OS Maintenance.

sk01 - Equinix SmartKey Support.

severity string S1

Severity of the trouble ticket problem for Equinix service prioritization. 

 

S1 - Higher severity

The following problem codes come under 'S1' severity:

 

pwr01, pwr02

cc01, cc02

env01, env02, env03, env04

hdw01

net01, net02

sec01

ms01, ms04, ms05, ms06, ms07, ms08, ms12, ms13

 

S2 - Lower severity

The following problem codes come under 'S2' severity:

 

cc03,

sec02, 

sv01, sv02, sv03, sv04, sv05

 

S3 - Lowest severity

The following problem codes come under 'S3' severity:

 

sk01 

additionalDetails object  

Additional details pertaining to the specific trouble ticket type. 

subCategories array DDoS Mitigation Issue

Trouble ticket sub-categories of the issue. 

 

Trouble ticket code - Trouble ticket description - Trouble ticket sub-category

ms01 - Managed Firewall                - Firewall Issue, VPN Issue, Load Balancer Issue

ms04 - Managed DDoS Mitigation  - DDoS Mitigation Issue

ms05 - Managed Network Device    - Network Device Issue

ms06 - Managed Storage                  - Storage Issue

ms07 - Managed Server                    - Storage Issue

ms08 - Managed Backup                  - Backup to disk Issue, Backup to tape Issue, Missing Tape, Other

ms12 - IT Monitoring                       - Device Monitoring Issue 

ms13 - OS Maintenance                   - OS Issue

 

For Managed Services trouble ticket category, the sub-categories information is mandatory to pass as the 'serviceName' field value when submitting a Trouble Ticket. 

enabledIBXs

array

[strings]

DB1, 

DB2, 

DB3, 

DB4

IBX data centers that are enabled for Managed Services. These IBXs are represented by their IBX location codes.

 

E.g. DB1 represents an IBX data centre in Dublin, Ireland. 

 

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