New – AWS Help App in Slack to Handle Help Instances



ChatOps quickens software program growth 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 speak purposes with a view to streamline actions in a single place and allow higher collaboration inside organizations.

For instance, AWS Chatbot allows ChatOps for AWS to observe 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. Nonetheless, AWS Help clients needed to swap purposes from Slack to the AWS Help Heart console to entry and have interaction with AWS Help, transferring them away from important operation channels the place important group communications happen.

At this time we’re asserting the brand new AWS Help App, which lets you immediately handle your technical, billing, and account help circumstances, enhance service quotas in Slack, and provoke a dwell 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 help circumstances out of your Slack channels.

With the AWS Help App in Slack, you may combine AWS Help into your group workflows to enhance collaboration. When creating, updating, or monitoring a help case standing, your group members maintain updated in actual time. They will additionally simply search earlier circumstances to search out suggestions and options and immediately share these particulars with all group members with out having to change purposes.

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 Primary or Developer plan, you may improve your help plan.

For connecting your Slack workspace and channel to your group, you must have entry so as to add apps to your Slack workspace and an AWS Id and Entry Administration (IAM) person or position 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 Heart console and select Authorize workspace.

When prompted to offer permissions to entry your Slack workspace, you may choose your workspace to attach and select Permit.

Now you may 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 may 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 title 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 position that you just created for the AWS Help App.

You may also set notifications for how you can 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 help circumstances and dwell chats with AWS Help engineers.

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

In your Slack channel, once you enter /awssupport create-case command, you may create a help case to specify the topic, description, situation kind, service, class, severity, and make contact with technique — both electronic mail and Slack notifications or dwell chat in Slack.

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

After reviewing the data you offered, you may create a help case. You may also select Share to channel to share the search outcomes with the channel.

In your Slack channel, once you enter the /awssupport search-case command, you may search help circumstances for a particular AWS account, knowledge vary, and case standing, resembling open or resolved.

You may select See particulars to see extra details about a case. Once you see particulars for a help case, you may resolve or reopen particular help circumstances immediately.

Initiating Reside Chat Periods with AWS Help Engineers
For those who selected the dwell chat choice once 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 help engineer and any others that you just invited to the dwell chat.

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

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

To cease chatting with the help agent, select Finish chat or enter the /awssupport endchat command. The help agent will depart the channel and the AWS Help App will cease recording the dwell chat. You could find the chat historical past hooked up to the case correspondence for this help case. If the difficulty has been resolved, you may select Resolve case from the pinned message to point out the case particulars within the chat channel or enter the /awssupport resolve command.

Once you handle help circumstances or be part of dwell chats to your account within the Slack channel, you may view the case correspondences to find out whether or not the case has been up to date within the Slack channel. You may also 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, once you enter the /awssupport service-quota-increase command, you may request to extend the service quota for a particular AWS account, AWS Area, service title, quota title, 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 Primary or Developer plan, you may improve your help plan. To study extra, see Handle help circumstances with the AWS Help App or contact your traditional AWS Help contacts.