How to Guide | Digital Realty

1. Authenticate

Prerequisites

You should have registered in our developer portal. Check this link about how to register an Account.
You should request access to the playground, sandbox and production environment using our Support page. Here is the link to support page to request access to our environments.
You should have an App created in your account to get the client id and client secret. Check this link about how to create an App.

Note : The time data attribute on APIs follows a 24-hour clock starting at 00:00 and ending at 23:59.

Authentication

The bearer token obtained after successful authentication should be passed as credential when calling this API for authentication. Check the Access Token API link for instructions on how to generate your bearer token.

Read the Get Started documentation if you are unaware of your client credentials.

2. Permissions

3. Get Information

Get Account Information

Master account Id and account Id need to be passed in the header for this API call. This is needed to indicate your legal entity.
Refer to the Accounts API for instructions on how to retrieve your account information. You may skip this step if you already know your master account Id and account Id.

Get Site Information

Retrieve the available facility information which are assigned to you. You need the site code to indicate to which facility you want to make a request.
Refer to the Sites API for instructions on how to retrieve your site information. You may skip this step if you already know your sites.

Get Location Information

Retrieve the available location information which are assigned to you. You need the location name to indicate to which location in the facility you want to make a request.
Refer to the Locations API for instructions on how to retrieve your location information. You may skip this step if you already know your locations.

4. Retrieve Customer Support information

The method can be used to retrieve details of a customer support ticket

Method	GET
End point	/v1/customer-support-tickets/{id}
Headers	Authorization, Master-Account-Id, Account-Id
Query Parameters	n/a
Body	n/a

Sample Curl Request

curl --location --request GET 'https://api.digitalrealty.com/v1/customer-support-tickets/<id>' \
--header 'Master-Account-Id: <Master-Account-Id>' \
--header 'Account-Id: <Account-Id>' \
--header 'Authorization: Bearer <access_token>'

Headers

Field Name	Mandatory	Type	Description
Master-Account-Id	true	string	Customer master account identifier.
Account-Id	true	string	Customer account identifier.
Authorization	true	string	Token-based authentication.

Query Parameters

n/a

Body

n/a

Sample JSON Response

{
    "id": "WO9334196",
    "title": "title sample1",
    "status": "New",
    "site": "PHX015",
    "location": "COLO 8 Starbucks Cage 8.04",
    "requestType": "Facilities Request",
    "category": "Fire/Safety",
    "description": "Customer support description",
    "customerReference": "Testing",
    "createdOn": "2023-08-08 17:24:37",
    "updatedOn": "2023-08-09 14:34:31",
    "closedOn": "",
    "createdBy": "Michael test",
    "ticketType": "Customer Support",
    "notificationRecipients": "fsl_test Testing",
    "comments": []
}

Payload Description

Field Name	Type	Description
id	string(20)	Identifier of the Customer Support work order.
title	string(160)	Label on the Customer Support work order.
status	string(enum)	Designates the stage of the Customer Support ticket. values: [New, In Progress, Completed, Cancelled].
site	string(6)	Identifier of the DLR facility.
location	string(40)	Identifier of customer premise within DLR facility.
requestType	string(enum)	Type of Customer Support request. values: [check the RequestType Category table]
category	string(enum)	The category of Customer Support request based on the request type. values: [check the RequestType Category table]
description	string(32k)	Full description of support request.
customerReference	string(40)	Customer Reference number.
createdOn	string(date-time)	Date on which the work order was generated. format: [yyyy-MM-dd HH:mm:ss] timezone: [UTC].
updatedOn	string(date-time)	Last date on which the work order details were modified. format: [yyyy-MM-dd HH:mm:ss] timezone: [UTC].
closedOn	string(date-time)	Date on which the work order’s status was marked Completed. format: [yyyy-MM-dd HH:mm:ss] timezone: [UTC].
createdBy	string(40)	Designates the user that initially generated the work order.
ticketType	string(enum)	Type of the ticket. value: [Customer Support]
notificationRecipients	string(32k)	Personnel's email addresses designated to be notified of the request. You can add one or more email addresses in the field by inserting a comma as a separator : "email_1, email_2, email_3".
comments	string	Comments for work order,

The method can be used to retrieve all customer support tickets of the customers account.

Method	GET
End point	/v1/customer-support-tickets
Headers	Authorization, Master-Account-Id, Account-Id
Query Parameters	site, status, requestType, category, createdBy, size, page
Body	n/a

Sample Curl Request

curl --location --request GET 'https://api.digitalrealty.com/v1/customer-support-tickets' \
--header 'Master-Account-Id: <Master-Account-Id>' \
--header 'Account-Id: <Account-Id>' \
--header 'Authorization: Bearer <access_token>'

Headers

Field Name	Mandatory	Type	Description
Master-Account-Id	true	string	Customer master account identifier.
Account-Id	true	string	Customer account identifier.
Authorization	true	string	Token-based authentication.

Query Parameters

Field Name	Mandatory	Type	Description
site	false	string(6)	Filter by the DLR facility that handles the request.
status	false	string(enum)	Filter by state of the Customer Support. values: [New, In Progress, Completed, Cancelled]
requestType	false	string(enum)	Type of Customer Support request. values: [check the RequestType Category table]
category	false	string(enum)	Filter by the category of Customer Support request based on request type. values: [check the RequestType Category table]
createdBy	false	string(40)	Filter by user who generated the work order.
size	false	integer	The maximum number of search results to return. Default value: 25
page	false	integer	The page number of the returning search results. Default value: 0

Body

n/a

Sample JSON Response

{
    "content": [
        {
            "id": "WO9333892",
            "title": "Customer Support Title",
            "status": "New",
            "site": "PHX015",
            "location": "",
            "requestType": "Facilities Request",
            "category": "Fire/Safety",
            "createdOn": "2023-08-08 12:56:43",
            "closedOn": "",
            "updatedOn": "2023-08-08 12:56:43",
            "createdBy": "portaluser QATest"
        }
    ],
    "pageable": {
        "last": false,
        "totalPages": 343,
        "totalElements": 8567,
        "size": 25,
        "number": 0,
        "numberOfElements": 25,
        "first": true,
        "empty": false
    }
}

Payload Description

Field Name	Type	Description
id	string(20)	Identifier of the Customer Support order.
title	string(160)	Label on the work order.
status	string(enum)	Designates the stage of the Customer Support request. values: [New, In Progress, Completed, Cancelled]
site	string(6)	Identifier of the DLR facility.
location	string(40)	Identifier of customer premise within DLR facility.
requestType	string(enum)	Type of Customer Support request. values: [check the RequestType Category table]
category	string(enum)	The category of Customer Support request based on the request type. values: [check the RequestType Category table]
createdOn	string(date-time)	Date on which the work order was generated. format: [yyyy-MM-dd HH:mm:ss] timezone: [UTC].
closedOn	string(date-time)	Date on which the work order’s status was marked Completed. format: [yyyy-MM-dd HH:mm:ss] timezone: [UTC].
updatedOn	string(date-time)	Last date on which the work order details were modified. format: [yyyy-MM-dd HH:mm:ss] timezone: [UTC].
createdBy	string(40)	Designates the user that initially generated the work order.

5. Create a Customer Support Request

The method can be used to post a customer support request ticket.

Method	POST
End point	/v1/customer-support-tickets
Headers	Authorization, Master-Account-Id, Account-Id, Content-Type
Query Parameters	n/a
Body	title, site, location, requestType, category, description, customerReference, notificationRecipients

Sample Curl Request

curl --location --request POST 'https://api.digitalrealty.com/v1/customer-support-tickets' \
--header 'Master-Account-Id: <Master-Account-Id>' \
--header 'Account-Id: <Account-Id>' \
--header 'Authorization: Bearer <access_token>' \
--header 'Content-Type: application/json' \
--data-raw '{
  "title": "Maintenance request",
  "site": "IAD024",
  "location": "Starbucks Cage F150-B",
  "requestType": "Facilities Request",
  "category": "Planned Maintenance",
  "description": "Maintenance planned for week 28",
  "customerReference": "REF01234",
  "notificationRecipients": "jane_doe@email.com,jake_doe@email.com"
}'

Headers

Field Name	Mandatory	Type	Description
Master-Account-Id	true	string	Customer master account identifier.
Account-Id	true	string	Customer account identifier.
Authorization	true	string	Token-based authentication.
Content-Type	true	string	Indicates the request body format. value: [application/json]

Query Parameters

n/a

Body

Field Name	Mandatory	Type	Description
title	true	string(160)	Label on the work order.
site	true	string(6)	Identifier of the DLR facility.
location	false	string(40)	Identifier of customer premise within DLR facility.
requestType	true	string(enum)	Type of Customer Support request. values: [check the RequestType Category table]
category	true	string(enum)	The category of Customer Support request based on the request type. values: [check the RequestType Category table]
description	true	string(32k)	Full description of support request.
customerReference	false	string(40)	Customer Reference number.
notificationRecipients	false	string(32k)	Personnel's email addresses designated to be notified of the request. You can add one or more email addresses in the field by inserting a comma as a separator : "email_1, email_2, email_3".

Sample JSON Response

{
    "id": "WO9334196",
    "title": "title sample1",
    "status": "New",
    "site": "PHX015",
    "location": "COLO 8 Starbucks Cage 8.04",
    "requestType": "Facilities Request",
    "category": "Fire/Safety",
    "description": "Customer support description",
    "customerReference": "Testing",
    "createdOn": "2023-08-08 17:24:37",
    "updatedOn": "2023-08-09 14:34:31",
    "closedOn": "",
    "createdBy": "Michael test",
    "ticketType": "Customer Support",
    "notificationRecipients": "fsl_test Testing"
}

Payload Description

Field Name	Type	Description
id	string(20)	Identifier of the Customer Support work order.
title	string(160)	Label on the Customer Support work order.
status	string(enum)	Designates the stage of the Customer Support ticket. values: [New, In Progress, Completed, Cancelled].
site	string(6)	Identifier of the DLR facility.
location	string(40)	Identifier of customer premise within DLR facility.
requestType	string(enum)	Type of Customer Support request. values: [check the RequestType Category table]
category	string(enum)	The category of Customer Support request based on the request type. values: [check the RequestType Category table]
description	string(32k)	Full description of support request.
customerReference	string(40)	Customer Reference number.
createdOn	string(date-time)	Date on which the work order was generated. format: [yyyy-MM-dd HH:mm:ss] timezone: [UTC].
updatedOn	string(date-time)	Last date on which the work order details were modified. format: [yyyy-MM-dd HH:mm:ss] timezone: [UTC].
closedOn	string(date-time)	Date on which the work order’s status was marked Completed. format: [yyyy-MM-dd HH:mm:ss] timezone: [UTC].
createdBy	string(40)	Designates the user that initially generated the work order.
ticketType	string(enum)	Type of the ticket. value: [Customer Support]
notificationRecipients	string(32k)	Personnel's email addresses designated to be notified of the request. You can add one or more email addresses in the field by inserting a comma as a separator : "email_1, email_2, email_3".

6. Update Customer Support Information

The method can be used to update a customer support ticket while the ticket status is still "New" or "In Progress".

Method	PUT
End point	/v1/customer-support-tickets/{id}
Headers	Authorization, Master-Account-Id, Account-Id, Content-Type
Query Parameters	n/a
Body	title, description, customerReference, notificationRecipients

Sample Curl Request

curl --location --request PUT 'https://api.digitalrealty.com/v1/customer-support-tickets/<id>' \
--header 'Master-Account-Id: <Master-Account-Id, >' \
--header 'Account-Id: <Account-Id>' \
--header 'Authorization: Bearer <access_token>' \
--header 'Content-Type: application/json' \
--data-raw '{
  "customerReference": "REF05678",
  "notificationRecipients": "jane_doe@email.com,jake_doe@email.com"
}'

Headers

Field Name	Mandatory	Type	Description
Master-Account-Id	true	string	Customer master account identifier.
Account-Id	true	string	Customer account identifier.
Authorization	true	string	Token-based authentication.
Content-Type	true	string	Indicates the request body. value: format [application/json]

Query Parameters

n/a

Body

Field Name	Mandatory	Type	Description
customerReference	false	string(40)	Customer Reference number.
notificationRecipients	false	string(32k)	Personnel's email addresses designated to be notified of the request. You can add one or more email addresses in the field by inserting a comma as a separator : "email_1, email_2, email_3".

Sample JSON Response

{
    "id": "WO9334196",
    "title": "title sample1",
    "status": "New",
    "site": "PHX015",
    "location": "COLO 8 Starbucks Cage 8.04",
    "requestType": "Facilities Request",
    "category": "Fire/Safety",
    "description": "Customer support description",
    "customerReference": "Testing",
    "createdOn": "2023-08-08 17:24:37",
    "updatedOn": "2023-08-09 14:34:31",
    "closedOn": "",
    "createdBy": "Michael test",
    "ticketType": "Customer Support",
    "notificationRecipients": "fsl_test Testing",
    "comments": []
}

Payload Description

Field Name	Type	Description
id	string(20)	Identifier of the Customer Support work order.
title	string(160)	Label on the Customer Support work order.
status	string(enum)	Designates the stage of the Customer Support ticket. values: [New, In Progress, Completed, Cancelled].
site	string(6)	Identifier of the DLR facility.
location	string(40)	Identifier of customer premise within DLR facility.
requestType	string(enum)	Type of Customer Support request. values: [check the RequestType Category table]
category	string(enum)	The category of Customer Support request based on the request type. values: [check the RequestType Category table]
description	string(32k)	Full description of support request.
customerReference	string(40)	Customer Reference number.
createdOn	string(date-time)	Date on which the work order was generated. format: [yyyy-MM-dd HH:mm:ss] timezone: [UTC].
updatedOn	string(date-time)	Last date on which the work order details were modified. format: [yyyy-MM-dd HH:mm:ss] timezone: [UTC].
closedOn	string(date-time)	Date on which the work order’s status was marked Completed. format: [yyyy-MM-dd HH:mm:ss] timezone: [UTC].
createdBy	string(40)	Designates the user that initially generated the work order.
ticketType	string(enum)	Type of the ticket. value: [Customer Support]
notificationRecipients	string(32k)	Personnel's email addresses designated to be notified of the request. You can add one or more email addresses in the field by inserting a comma as a separator : "email_1, email_2, email_3".
comments	string	Comments for work order,

7. Cancel a Customer Support Request

The method can be used to cancel a customer support ticket while the ticket status is still "New" or "In Progress".

Method	PUT
End point	/v1/customer-support-tickets/{id}/cancel
Headers	Authorization, Master-Account-Id, Account-Id
Query Parameters	n/a
Body	cancelReason

Sample Curl Request

curl --location --request PUT 'https://api.digitalrealty.com/v1/customer-support-tickets/<id>/cancel' \
--header 'Master-Account-Id: <Master-Account-Id>' \
--header 'Account-Id: <Account-Id>' \
--header 'Authorization: Bearer <access_token>' \
--header 'Content-Type: application/json' \
--data-raw '{
  "cancelReason": "Request no longer needed"
}'

Headers

Field Name	Mandatory	Type	Description
Master-Account-Id	true	string	Customer master account identifier.
Account-Id	true	string	Customer account identifier.
Authorization	true	string	Token-based authentication.
Content-Type	true	string	Indicates the request body format. value: [application/json]

Query Parameters

n/a

Body

Field Name	Mandatory	Type	Description
cancelReason	false	string(enum)	Reason of the cancellation. values: [Duplicate request, Request entered in error, Request no longer needed] default: [Request no longer needed]

Sample JSON Response

{
  "message": "ServiceTicket 'WO9334196' has been Cancelled"
}

Payload Description

Field Name	Type	Description
message	string(255)	Acknowledgement message of the cancellation.

8. Get Customer Support Category

The method can be used to retrieve the available customer support categories supported by DLR. The categories are related to the request types. The category used must part of the request type used.

You may skip this step if you already know the customer support category.

Method	GET
End point	/v1/customer-support-tickets/categories
Headers	Authorization, Master-Account-Id, Account-Id
Query Parameters	requestType
Body	n/a

Sample Curl Request

curl --location --request GET 'https://api.digitalrealty.com/v1/customer-support-tickets/categories' \
--header 'Master-Account-Id: <Master-Account-Id>' \
--header 'Account-Id: <Account-Id>' \
--header 'Authorization: Bearer <access_token>'

Headers

Field Name	Mandatory	Type	Description
Master-Account-Id	true	string	Customer master account identifier.
Account-Id	true	string	Customer account identifier.
Authorization	true	string	Token-based authentication.

Query Parameters

Field Name	Mandatory	Type	Description
requestType	true	string(enum)	Type of Customer Support request. values: [Account Management, Accounts Receivable, Facilities Request, Amenities, Cross Connect]

Body

n/a

Sample JSON Response

{
    "result": [
        {
            "requestType": {
                "name": "Account Management",
                "categories": [
                    {
                        "name": "User Account Inquiry"
                    }
                ]
            }
        },
        {
            "requestType": {
                "name": "Accounts Receivable",
                "categories": [
                    {
                        "name": "General Billing Inquiry"
                    }
                ]
            }
        },
        {
            "requestType": {
                "name": "Facilities Request",
                "categories": [
                    {
                        "name": "Cooling - Datacenter"
                    },
                    {
                        "name": "Cooling - Office"
                    },
                    {
                        "name": "Electrical"
                    },
                    {
                        "name": "Fire/Safety"
                    },
                    {
                        "name": "Planned Maintenance"
                    }
                ]
            }
        },
        {
            "requestType": {
                "name": "Amenities",
                "categories": [
                    {
                        "name": "Elevator"
                    },
                    {
                        "name": "Loading Dock"
                    },
                    {
                        "name": "Parking"
                    },
                    {
                        "name": "General Inquiry"
                    }
                ]
            }
        },
        {
            "requestType": {
                "name": "Cross Connect",
                "categories": [
                    {
                        "name": "New Install"
                    },
                    {
                        "name": "Change (Hot Cut)"
                    },
                    {
                        "name": "Disconnect"
                    }
                ]
            }
        }
    ]
}

Payload Description

Field Name	Type	Description
requestType - name	string(enum)	Name of the Customer Support Type values: [check the RequestType Category table]
category - name	string(enum)	Name of the Customer Support Category values: [check the RequestType Category table]

9. Add a Comment or Attachment

Add Comments

Add comments to an existing work order. Multiple comments can be added to a work order as long as the status of the order is not closed or cancelled. Refer to the Comments API instructions on how to add comments. You may skip this step if you already know how to add comments.

Add Attachments

Add attachments to an existing work order. Multiple attachments can be added to a work order as long as the status of the order is not closed or cancelled. Refer to the Attachments API for instructions on how to add attachments. You may skip this step if you already know how to add attachments.

RequestType Category table

RequestType	Category
Account Management	User Account Inquiry
Accounts Receivable	General Billing Inquiry
Facilities Request	Cooling - Datacenter
	Cooling - Office
	Electrical
	Fire/Safety
	Planned Maintenance
Amenities	Elevator
	Loading Dock
	Parking
	General Inquiry
Cross Connect	New Install
	Change (Hot Cut)
	Disconnect

Response Codes

Please check the Response Codes overview in case of any issues.

1. Authenticate

Prerequisites

Authentication

2. Permissions

3. Get Information

Get Account Information

Get Site Information

Get Location Information

4. Retrieve Customer Support information

Sample Curl Request

Headers

Query Parameters

Body

Sample JSON Response

Payload Description

Sample Curl Request

Headers

Query Parameters

Body

Sample JSON Response

Payload Description

5. Create a Customer Support Request

Sample Curl Request

Headers

Query Parameters

Body

Sample JSON Response

Payload Description

6. Update Customer Support Information

Sample Curl Request

Headers

Query Parameters

Body

Sample JSON Response

Payload Description

7. Cancel a Customer Support Request

Sample Curl Request

Headers

Query Parameters

Body

Sample JSON Response

Payload Description

8. Get Customer Support Category

Sample Curl Request

Headers

Query Parameters

Body

Sample JSON Response

Payload Description

9. Add a Comment or Attachment

Add Comments

Add Attachments

RequestType Category table

Response Codes

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