New – AWS Assist App in Slack to Handle Assist Circumstances

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ChatOps hastens software program growth and operations by enabling DevOps groups to make use of chat purchasers 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 permits 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. Nonetheless, AWS Assist clients needed to change functions from Slack to the AWS Assist Middle console to entry and interact with AWS Assist, shifting them away from crucial operation channels the place important group communications happen.

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

With the AWS Assist App in Slack, you may combine AWS Assist 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 will additionally simply search earlier circumstances to seek out suggestions and options and immediately share these particulars with all group members with out having to change functions.

Configuring the AWS Assist App in Slack
The AWS Assist App in Slack is now out there to all clients with Enterprise, Enterprise On-ramp, or Enterprise Assist at no extra cost. You probably have a Fundamental or Developer plan, you may improve your assist plan.

For connecting your Slack workspace and channel in your group, you must have entry so as to add apps to your Slack workspace and an AWS Id and Entry Administration (IAM) consumer or position with the required permissions. To be taught extra, see examples of IAM insurance policies to handle entry.

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

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

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

You may as well set notifications for the way to get notified about circumstances and select no less than one of many choices in New and reopened circumstances, Case correspondences, or Resolved circumstances for notification sorts. If you choose Excessive-severity circumstances, you may get notified for less than circumstances that have an effect on a manufacturing system or larger by the severity ranges.

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

Managing Assist Circumstances within the Slack Channel
After you add your Slack workspace and channel, you may create, search, resolve, and reopen your assist case in your Slack channel.

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

When you select Dwell chat in Slack, you may enter the names of different members. AWS Assist App will create a brand new chat channel for the created assist case and can routinely add you, the members that you simply specified, and AWS Assist engineers.

After reviewing the knowledge you supplied, you may create a assist case. You may as well 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 may search assist circumstances for a selected AWS account, knowledge vary, and case standing, reminiscent of open or resolved.

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

Initiating Dwell Chat Classes with AWS Assist Engineers
When you selected the reside chat possibility whenever you created your case, the AWS Assist App creates a chat channel for you and an AWS Assist engineer. You need to use this chat channel to speak with a assist engineer and any others that you simply invited to the reside chat.

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

When a assist engineer joins the channel, you may chat with a assist engineer about your assist case and add any file attachments to the channel. The AWS Assist App routinely saves your recordsdata 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 depart the channel and the AWS Assist App will cease recording the reside chat. You could find the chat historical past hooked up to the case correspondence for this assist 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.

Whenever you handle assist circumstances or be part of reside chats in 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 as well audit the Assist API calls the appliance made on behalf of customers by way of logs in AWS CloudTrail. To be taught extra, see Logging AWS Assist API calls utilizing AWS CloudTrail.

Requesting Service Quota Will increase
In your Slack channel, whenever you enter the /awssupport service-quota-increase command, you may 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 Out there
The AWS Assist App in Slack is now out there to all clients with Enterprise, Enterprise On-ramp, or Enterprise Assist at no extra cost. You probably have a Fundamental or Developer plan, you may improve your assist plan. To be taught extra, see Handle assist circumstances with the AWS Assist App or contact your typical AWS Assist contacts.


Replace – The AWS Assist App in Slack presently solely helps English as the popular contact language. Further most popular language picks will likely be added sooner or later.

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