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Create 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.

 

Equinix Messaging gateway currently supports 7 Trouble Ticket types. The below Type and Operation are passed in the request payload to indicate the Trouble Ticket 

 

Trouble Ticket Type  Operation Description
Category Sub Category
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.
Network 0001 0000 Experiencing total network outage.
0001 Experiencing partial network outage.
Power 0002 0000

Experiencing total power outage.

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.
0001 Cage door now working.
Managed Services 0006 0000 This Trouble Ticket type is only enabled for DB IBXs (EMEA). For Brazil IBXs, Managed Service Trouble Tickets are created in Managed Service Portal.
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) 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",
      "Severity": 3,
      "DueDate": "2019-12-20T18:25:43.511Z",
      "Description": "Create Trouble Ticket"
    }
  },
  "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.

 

{
  "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 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": [
        {
          "Url": "https://cdn-images-1.medium.com/max/1200/1*vn-dLTEZVQ5f0mRTJamCrg.jpeg",
          "Name": "cdn.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.

 

{
  "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  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.

 

{
  "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 Indicates the action to be performed. The verb for response messages is "Ack". 
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.