New – AWS Help App in Slack to Handle Help Instances


    ChatOps accelerates software program improvement and operations by enabling DevOps groups to make use of chat shoppers and chatbots to speak and run duties. DevOps engineers have more and more moved their monitoring, system administration, steady integration (CI), and steady supply (CD) workflows to talk functions with a purpose to streamline actions in a single place and allow higher collaboration inside organizations.

    For instance, AWS Chatbot allows ChatOps for AWS to watch and reply to operational occasions. AWS Chatbot processes AWS service notifications from Amazon Easy Notification Service (Amazon SNS) and forwards them to your Slack channel or Amazon Chime chat rooms so groups can analyze and act on them instantly, no matter location. Nevertheless, AWS Help clients needed to change functions from Slack to the AWS Help Middle console to entry and have interaction with AWS Help, transferring them away from essential operation channels the place important group communications happen.

    At the moment we’re saying the brand new AWS Help App, which lets you instantly handle your technical, billing, and account assist circumstances, enhance service quotas in Slack, and provoke a stay chat with AWS Help engineers in Slack channels. You may then seek for, reply to, and take part in group chats with AWS Help engineers to resolve assist circumstances out of your Slack channels.

    With the AWS Help App in Slack, you possibly can combine AWS Help into your group workflows to enhance collaboration. When creating, updating, or monitoring a assist case standing, your group members maintain updated in actual time. They’ll additionally simply search earlier circumstances to seek out suggestions and options and immediately share these particulars with all group members with out having to modify functions.

    Configuring the AWS Help App in Slack
    The AWS Help App in Slack is now accessible to all clients with Enterprise, Enterprise On-ramp, or Enterprise Help at no extra cost. If in case you have a Fundamental or Developer plan, you possibly can improve your assist plan.

    For connecting your Slack workspace and channel on your group, you need to have entry so as to add apps to your Slack workspace and an AWS Identification and Entry Administration (IAM) consumer or function with the required permissions. To study extra, see examples of IAM insurance policies to handle entry.

    To get began with the AWS Help App in Slack, go to the AWS Help Middle console and select Authorize workspace.

    When prompted to provide permissions to entry your Slack workspace, you possibly can choose your workspace to attach and select Enable.

    Now you possibly can see your workspace on the Slack configuration web page. So as to add extra workspaces, select Add workspace and repeat this step. You may add as much as 5 workspaces to your account.

    After you authorize your Slack workspace, you possibly can add your Slack channels by selecting Add channel. You may add as much as 20 channels for a single account. A single Slack channel can have as much as 100 AWS accounts.

    Select the workspace identify that you just beforehand licensed, the Slack channel ID included within the channel hyperlink and the worth that appears like C01234A5BCD the place you invited the AWS Help App by /invite @awssupport command, the IAM function that you just created for the AWS Help App.

    You can even set notifications for tips on how to get notified about circumstances and select a minimum of one of many choices in New and reopened circumstances, Case correspondences, or Resolved circumstances for notification sorts. If you choose Excessive-severity circumstances, you will get notified for under circumstances that have an effect on a manufacturing system or greater by the severity ranges.

    After including a brand new channel, now you can open the Slack channel and handle assist circumstances and stay chats with AWS Help engineers.

    Managing Help Instances within the Slack Channel
    After you add your Slack workspace and channel, you possibly can create, search, resolve, and reopen your assist case in your Slack channel.

    In your Slack channel, whenever you enter /awssupport create-case command, you possibly can create a assist case to specify the topic, description, situation sort, service, class, severity, and call methodology — both e mail and Slack notifications or stay chat in Slack.

    When you select Reside chat in Slack, you possibly can enter the names of different members. AWS Help App will create a brand new chat channel for the created assist case and can mechanically add you, the members that you just specified, and AWS Help engineers.

    After reviewing the data you supplied, you possibly can create a assist case. You can even select Share to channel to share the search outcomes with the channel.

    In your Slack channel, whenever you enter the /awssupport search-case command, you possibly can search assist circumstances for a selected AWS account, information vary, and case standing, comparable to open or resolved.

    You may select See particulars to see extra details about a case. While you see particulars for a assist case, you possibly can resolve or reopen particular assist circumstances instantly.

    Initiating Reside Chat Periods with AWS Help Engineers
    When you selected the stay chat choice whenever you created your case, the AWS Help App creates a chat channel for you and an AWS Help engineer. You should utilize this chat channel to speak with a assist engineer and any others that you just invited to the stay chat.

    To hitch a stay chat session with AWS Help, navigate to the channel identify that the AWS Help App created for you. The stay channel identify comprises your assist case ID, comparable to awscase-1234567890. Anybody who joins your stay chat channel can view particulars about this particular assist case. We strongly advocate that you just solely add customers that require entry to your assist circumstances.

    When a assist engineer joins the channel, you possibly can chat with a assist engineer about your assist case and add any file attachments to the channel. The AWS Help App mechanically saves your information and chat log to your case correspondence.

    To cease chatting with the assist agent, select Finish chat or enter the /awssupport endchat command. The assist agent will go away the channel and the AWS Help App will cease recording the stay chat. You’ll find the chat historical past hooked up to the case correspondence for this assist case. If the difficulty has been resolved, you possibly can select Resolve case from the pinned message to indicate the case particulars within the chat channel or enter the /awssupport resolve command.

    While you handle assist circumstances or be a part of stay chats on your account within the Slack channel, you possibly can view the case correspondences to find out whether or not the case has been up to date within the Slack channel. You can even audit the Help API calls the applying made on behalf of customers through logs in AWS CloudTrail. To study extra, see Logging AWS Help API calls utilizing AWS CloudTrail.

    Requesting Service Quota Will increase
    In your Slack channel, whenever you enter the /awssupport service-quota-increase command, you possibly can request to extend the service quota for a selected AWS account, AWS Area, service identify, quota identify, and requested worth for the quota enhance.

    Now Accessible
    The AWS Help App in Slack is now accessible to all clients with Enterprise, Enterprise On-ramp, or Enterprise Help at no extra cost. If in case you have a Fundamental or Developer plan, you possibly can improve your assist plan. To study extra, see Handle assist circumstances with the AWS Help App or contact your standard AWS Help contacts.



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