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Ticketing

Create various types of tickets, view all tickets, and create ticket comments.

Create ticket

Create a ticket against your service. Associate your service via the serviceId, componentId, or circuitId returned from the Service Inventory route.

SecurityBearerToken or OAuthClientCredentials
Request
Request Body schema: application/json

Ticket request body. There are different request bodies for each ticket type. Prerequisites include having reference to your service from the service inventory route and pass in either the serviceId, componentId, or circuitId key value pair in the request.

Any of:
ticketType
required
string
Array of objects [ 1 .. 20 ] items
customerReferenceId
string

Ticket reference specific to customer.

description
string

This will be the description of the Zayo ticket. Please provide a detailed statement of work.

downtimeInitialDate
required
string <date>

ISO format date string of initial downtime.

downtimeInitialTime
required
string <time>

ISO format time string of initial downtime.

circuitId
required
string

Either circuitId, serviceId, or componentId is required. You can get all values from the service inventory route.

serviceId
string
componentId
string
serviceState
required
string

The state of your service you are creating a ticket against. Impaired = Degraded or Erroring but still usable. Hard Down = Service degraded to the point of being unusable or completely hard down. Request Against Service = Incident investigation (service bounced but cleared before the ticket was opened) and information requests or questions related to the configuration of an active service.

Enum: "Hard Down" "Impaired" "Request Against Service"
subject
string

Summary of request, this will be the subject of the Zayo ticket.

object
Responses
200

Success - Technical Support ticket type

400

Bad Request

post/services/service-management/v1/create-ticket
Request samples
application/json
{
  • "ticketType": "Technical Support",
  • "contacts": [
    • {
      • "contactType": "Primary",
      • "fullName": "Devon Holt",
      • "email": "devon.holt@zayo.com",
      • "phone": "123-456-7890"
      }
    ],
  • "customerReferenceId": "Zayo-1398732",
  • "description": "TESTING API",
  • "downtimeInitialDate": "2022-06-29",
  • "downtimeInitialTime": "20:20:39+00:00",
  • "circuitId": "ETYX/TEST011/ZYO",
  • "serviceId": "a0M0z00000PiJ3SEAV",
  • "componentId": "a1X0z000004aLc6EAE",
  • "serviceState": "Impaired",
  • "subject": "TESTING",
  • "troubleshooting": {
    • "circuitPassTraffic": false,
    • "disconnectedFibers": false,
    • "gearOn": true,
    • "interfaceReset": false,
    • "verifyLightLevels": false
    }
}
Response samples
application/json
{
  • "apiVersion": "v1",
  • "data": {
    • "status": "New",
    • "ticketId": "5004z00001dIuveAAC",
    • "ticketNumber": "TTN-0005833575",
    • "customerReferenceId": "Zayo-239823",
    • "dateTimeOpened": "2022-04-25T20:29:49.000+0000"
    }
}

Create ticket comment

Add a ticket comment to directly communicate with the Zayo NOC team. Once a comment is added on a ticket, the ticket status will update to Action Required, so that it notifies our NOC teams.

SecurityBearerToken or OAuthClientCredentials
Request
Request Body schema: application/json

Ticket comment request body. Either ticketId or ticketNumber is required.

required
string or string^500

Ticket unique identifier. Either ticketId or ticketNumber is required.

ticketNumber
required
string

Ticket unique Identifier, also used in Tranzact portal. Either ticketId or ticketNumber is required.

commentBody
required
string

Comment content.

contactEmail
required
string <email>

Email of the user who is posting the comment.

contactName
required
string

Name of the user who is posting the comment.

customerReferenceId
string

Internal reference identifier.

Responses
200

Success

400

Bad Request

post/services/service-management/v1/ticket-comment
Request samples
application/json
{
  • "ticketId": "5000x00000BHrN2AAL",
  • "ticketNumber": "TTN-0003449133",
  • "commentBody": "The problem was not resolved, please address.",
  • "contactEmail": "wwhite@company.com",
  • "contactName": "Walter White",
  • "customerReferenceId": "Ticket 1029342"
}
Response samples
application/json
{
  • "apiVersion": "v1",
  • "data": {
    • "message": "Ticket comment was successfully created",
    • "success": true
    }
}

Get ticket details

Get ticket and ticket comment details.

SecurityBearerToken or OAuthClientCredentials
Request
path Parameters
ticketName
required
string

Ticket Number returned from the create ticket route.

Example: TTN-0006181640
Responses
200

Success

get/services/service-management/v1/ticket-details/{ticketName}
Request samples
curl -i -X GET \
  'https://api.zayo.com/services/service-management/v1/ticket-details/{ticketName}' \
  -H 'Authorization: Bearer <YOUR_JWT_HERE>'
Response samples
application/json
{
  • "apiVersion": "v1",
  • "data": {
    • "serviceSummary": {
      • "billingAccountNumber": "11-DevTest",
      • "componentId": "a1X0z000004aLc6EAE",
      • "customerAccount": "Test Account - Tranzact Billing",
      • "poNumber": "TT-1298126",
      • "serviceId": "a0M0z00000PiJ3SEAV",
      • "serviceName": "559512"
      },
    • "ticketDetails": {
      • "ticketComments": [
        • {
          • "commentBody": "Dear Zayo Customer, <br/><br/>We are investigating a possible service interruption which may be impacting your circuit. We regret that your services are impacted and appreciate your patience while we troubleshoot and work diligently to resolve the underlying issue. We will continue to provide updates until your services have been restored. If you have any additional questions please contact the Zayo Network Control Center and reference the ticket below.<br/><br/>GENERAL INFORMATION<br/>Case Number: TTN-0006181640<br/>Customer Ticket Number: Zayo-1398732<br/>Customer Circuit Id: <br/>Case Subject: TESTING<br/>Case Description: TESTING API\\n\\nContact Email: devon.holt@zayo.com\\nContact Name: Devon Holt\\nContact Phone: 123-456-7890\\nContact Type: Primary<br/>Case Status: New<br/>Case Sub-Status: In Queue<br/><br/>LOCATION INFORMATION <br/>Location A: <br/>Location Z: <br/><br/>For quick access to ticket creation and updates, please visit our <a href=\\\"https://tranzact.zayo.com\\\">Tranzact</a> portal. <br/>Zayo US: 1.866.236.2824<br/>Zayo Canada: 1.888.404.9296<br/>Zayo UK: +44 (0) 20 3846 4222<br/>Zayo France: +33 (0) 1 49 97 07 37<br/>Website: https://www.zayo.com\",",
          • "createdBy": "Tranzact Admin",
          • "createdDate": "2022-09-08T20:04:20.000+0000"
          }
        ],
      • "closureSummary": "This was a test ticket and has been closed.",
      • "contacts": [
        • {
          • "email": "test@test.com",
          • "fullName": "Test Test",
          • "phone": "(877) 502-8600"
          }
        ],
      • "criticalDates": {
        • "dateTimeOpened": "2022-09-08T20:04:20.000+0000",
        • "dateTimeClosed": "2022-09-08T20:36:25.000+0000",
        • "downtimeInitialDate": "2022-09-08T20:04:19.000+0000",
        • "lastUpdateDateTime": "2022-09-08T20:36:24.000+0000",
        • "restoreDateTime": "2022-09-08T20:36:25.000+0000"
        },
      • "customerReferenceId": "Zayo-1398732",
      • "description": "TESTING API\\r\\n\\r\\nContact Email: devon.holt@zayo.com\\r\\nContact Name: Devon Holt\\r\\nContact Phone: 123-456-7890\\r\\nContact Type: Primary",
      • "impact": "Impaired",
      • "repairAction": {
        • "fixType": "string",
        • "otherRestore": "string",
        • "restoreAction": "string",
        • "restoreItem": "string"
        },
      • "subject": "TESTING",
      • "symptom": "Degraded",
      • "ticketOwner": "Technical Support Desk",
      • "ticketNumber": "TTN-0006181640",
      • "ticketStatus": "Cancelled",
      • "ticketSubStatus": "Cancelled",
      • "ticketType": "Technical Support"
      }
    }
}

Get all tickets

Retrieve all tickets based on filter options and pagination.

SecurityBearerToken or OAuthClientCredentials
Request
Request Body schema: application/json

Optional request body to apply filters to return a list of all tickets. Pagination with top and skip options.

object

Object to define filter options.

object

Object to define pagination for the number of records per page, and how many records to skip. Follows odata pagination standards.

search
string >= 3 characters
Responses
200

Success

400

Bad Request

post/services/service-management/v1/all-tickets
Request samples
application/json
{
  • "filter": {
    • "or": [
      • {
        • "status": "New"
        },
      • {
        • "status": "Isolation and Repair"
        }
      ]
    },
  • "paging": {
    • "top": 50,
    • "skip": 0
    }
}
Response samples
application/json
{
  • "apiVersion": "v1",
  • "data": {
    • "records": [
      • {
        • "circuitId": "ETYX/TEST012/ZYO",
        • "componentId": "a1X0z000004aLcBEAU",
        • "customerReferenceId": "test",
        • "description": "Issue: Slow Service - Constant Description: test Customer Reported Initial Down time : Jun 27, 2022 2:59 PM",
        • "legacyCircuitId": null,
        • "serviceId": "a0M0z00000PiJ3XEAV",
        • "serviceName": "559513",
        • "status": "Service Restored",
        • "subStatus": "Monitor",
        • "subject": "Test Account - GBP / ETYX/TEST012/ZYO / Hard Down",
        • "dateTimeOpened": "2022-06-27T15:01:30.000Z",
        • "dateTimeClosed": "2022-06-27T14:15:52.000Z",
        • "ticketId": "5004z00001dBSudAAG",
        • "ticketNumber": "TTN-0005993810",
        • "ticketType": "Technical Support"
        }
      ],
    • "metadata": {
      • "top": 5,
      • "skip": 0,
      • "currentPage": 1,
      • "totalPages": 4964,
      • "totalRecordCount": 24818
      }
    }
}

Send Ticket Action

Send action for existing tickets whether to Approve Resolution or Cancel Ticket.

SecurityBearerToken or OAuthClientCredentials
Request
Request Body schema: application/json

Send Ticket Action request body. Either ticketId or ticketNumber is required.

required
string or string

Ticket unique identifier. Either ticketId or ticketNumber is required.

ticketNumber
required
string >= 14 characters

Ticket unique identifier. Either ticketId or ticketNumber is required.

contactEmail
required
string <email>

Email of the user who is sending the action for the ticket.

contactName
required
string

Name of the user who is sending the action for the ticket.

ticketAction
required
string

Action for the ticket. Either Approve Resolution or Cancel Ticket is required.

Responses
200

Success

400

Bad Request

post/services/service-management/v1/customer-ticket-action
Request samples
application/json
{
  • "ticketId": "5000x00000BHrN2AAL",
  • "ticketNumber": "TTN-0003449133",
  • "contactEmail": "wwhite@company.com",
  • "contactName": "Walter White",
  • "ticketAction": "Approve Resolution"
}
Response samples
application/json
{
  • "apiVersion": "v1",
  • "data": {
    • "message": "Ticket was successfully updated."
    }
}