Interface SupportCases

All Known Implementing Classes:
SupportCasesImpl
public interface SupportCases
Client interface for raising and managing trouble tickets / support cases in the Equinix Customer Portal.

Backed by the support v2 API at /support/v2/tickets (with the add-notes-by-case-number operation falling back to the v1 path /support/v1/tickets/{caseNumber}/notes). A ticket is raised with create(SupportCaseCreateRequest) and retrieved by case or order number with getByCaseOrOrderNumber(String); notes may be appended and the ticket cancelled.

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Which API to use. Equinix is folding Trouble Tickets into Support Cases (Customer Portal Experience Updates, 2026). New integrations should raise and track issues with SupportCases (support v2, /support/v2/tickets). TroubleTickets (tickets v2, /v2/tickets) and TroubleTicketOrders (trouble ticket v1, /v1/orders/troubleticket) remain available while the published specs still carry them; none of the three specs marks the operations deprecated (checked 2026-11-11). The "Service Restoration" order type announced with the change is not in any published Customer Portal spec yet, so the SDK does not model it.

  • Method Details

    • create

      String create(SupportCaseCreateRequest request)
      Creates a trouble ticket / case.
      Parameters:
      request - the ticket create request body
      Returns:
      the created case or order number (the id of the TicketResponse body)

    • getByCaseOrOrderNumber

      SupportCase getByCaseOrOrderNumber(String id)
      Gets a trouble ticket / case by its case or order number.
      Parameters:
      id - the case or order number
      Returns:
      the trouble ticket / case

    • addNotesById

      Boolean addNotesById(String id, SupportCaseNoteRequest request)
      Adds a note to a trouble ticket / case identified by its case or order number.
      Parameters:
      id - the case or order number
      request - the note request body
      Returns:
      true if the note was added successfully

    • cancel

      Boolean cancel(String id, SupportCaseCancelRequest request)
      Cancels a trouble ticket / case identified by its case or order number.
      Parameters:
      id - the case or order number
      request - the cancellation request body
      Returns:
      true if the ticket was cancelled successfully

    • addNotesByCaseNumber

      Boolean addNotesByCaseNumber(String caseNumber, SupportCaseNoteRequest request)
      Adds a note to a case identified by its case number, via the support v1 API.
      Parameters:
      caseNumber - the case number
      request - the note request body
      Returns:
      true if the note was added successfully

    • downloadAttachment

      byte[] downloadAttachment(String caseId, String attachmentId)
      Downloads the binary content of an attachment on a support case.

      Maps to GET /support/v2/tickets/attachment/download/{caseId}/{attachmentId}.

      Parameters:
      caseId - the case or order number the attachment belongs to
      attachmentId - the attachment id
      Returns:
      the raw attachment bytes

    • getEmailDetails

      EmailDetails getEmailDetails(String emailId, String caseNumber)
      Retrieves the full details of a single email associated with a support case.

      Maps to GET /support/v1/tickets/emailDetails/{emailId}/caseNumber/{caseNumber}.

      Parameters:
      emailId - the email id
      caseNumber - the case number the email belongs to
      Returns:
      the email details