support-cases

Name: support-cases
Author: aws-samples

25stars20forks

How to install support-cases?

aws-samples/sample-devops-agent-tools/support-cases

$npx -y skills add aws-samples/sample-devops-agent-tools --skill support-cases

Installs into the current project.

Summary

ALWAYS use this skill in the beginning of any incident investigation, root cause

Files · 1

View on GitHub

SKILL.md

1	# Support Case Review
2
3	Use this skill when investigating an incident and you need to review AWS Support
4	cases — either the current case associated with the incident or historical cases
5	that may contain relevant context, similar symptoms, or proven remediation steps.
6
7	## When to Use This Skill
8
9	- An active incident shares symptoms with previously resolved issues.
10	- You need to check if a similar support case was filed in the past 24 months.
11	- You want to correlate the current incident with known AWS service events.
12	- You need to retrieve communications and resolution details from a prior case.
13	- You want to identify recurring patterns across multiple support cases.
14
15	## Prerequisites
16
17	- The AWS account must have a Business Support+, Enterprise Support, or
18	Unified Operations plan (required for the AWS Support API).
19	- The agent must have permissions to call `support:DescribeCases` and
20	`support:DescribeCommunications` in the target account.
21	- Support case data is available for 24 months after creation. Cases older than
22	24 months cannot be retrieved via the API.
23
24	---
25
26	## Step 1: Identify the Current Incident Context
27
28	Before searching support cases, gather key details from the current incident:
29
30	1. Affected AWS services (e.g., EC2, RDS, Lambda, ELB).
31	2. Error messages or error codes observed in logs or alarms.
32	3. Timeframe of the incident (start time, duration).
33	4. Affected resources (instance IDs, ARNs, endpoint names).
34	5. Symptoms (latency spikes, 5xx errors, connection timeouts, throttling).
35
36	Use these details as search criteria when filtering support cases.
37
38	---
39
40	## Step 2: Search for Related Support Cases
41
42	Use the AWS Support API to retrieve cases that may be relevant.
43
44	### Retrieve all recent cases (open and resolved)
45
46	```
47	aws support describe-cases \
48	--include-resolved-cases \
49	--include-communications \
50	--after-time "<ISO-8601-start>" \
51	--before-time "<ISO-8601-end>" \
52	--language "en"
53	```
54
55	### Filter by specific case IDs (if known)
56
57	```
58	aws support describe-cases \
59	--case-id-list "case-123456789010-muen-2024" \
60	--include-communications
61	```
62
63	### Key filtering strategies
64
65	\| Strategy \| How to Apply \|
66	\|----------\|-------------\|
67	\| By time window \| Use `--after-time` and `--before-time` to scope cases to the relevant period (e.g., past 30 days, or around a previous incident date), because recent cases are more likely to reflect current infrastructure state. \|
68	\| By service \| Review the `serviceCode` field in returned cases to match the affected service (e.g., `amazon-elastic-compute-cloud`, `amazon-rds`), because the same service often exhibits recurring failure patterns. \|
69	\| By severity \| Check the `severityCode` field — focus on `urgent` and `critical` cases for major incidents, because higher-severity cases tend to have more detailed root cause analysis from AWS Support. \|
70	\| By status \| Use `--include-resolved-cases` to include closed cases, because resolved cases contain the root cause and remediation steps that are most valuable for correlating with the current incident. \|
71	\| By subject keywords \| Scan the `subject` field of returned cases for keywords matching the current incident symptoms, because similar symptoms often share underlying causes. \|
72
73	---
74
75	## Step 3: Review Case Communications
76
77	The `describe-cases` response with `includeCommunications: true` returns the
78	most recent communications for each case in the `recentCommunications` field
79	(up to 5 messages). Since root cause analysis and resolution steps are
80	typically in the final messages of a resolved case, this is usually sufficient.
81
82	If the `recentCommunications` field includes a `nextToken`, the case has
83	additional older messages. Only paginate using `describe-communications` if the
84	recent messages do not contain a clear root cause or resolution — for example,
85	if the last messages are follow-up questions rather than a final answer.
86
87	```
88	aws support describe-communications \
89	--case-id "case-123456789010-muen

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support-cases

25stars20forks

View on GitHub

How to install support-cases?

aws-samples/sample-devops-agent-tools/support-cases

$npx -y skills add aws-samples/sample-devops-agent-tools --skill support-cases

Installs into the current project.

Summary

ALWAYS use this skill in the beginning of any incident investigation, root cause

Files · 1

View on GitHub

SKILL.md

1	# Support Case Review
2
3	Use this skill when investigating an incident and you need to review AWS Support
4	cases — either the current case associated with the incident or historical cases
5	that may contain relevant context, similar symptoms, or proven remediation steps.
6
7	## When to Use This Skill
8
9	- An active incident shares symptoms with previously resolved issues.
10	- You need to check if a similar support case was filed in the past 24 months.
11	- You want to correlate the current incident with known AWS service events.
12	- You need to retrieve communications and resolution details from a prior case.
13	- You want to identify recurring patterns across multiple support cases.
14
15	## Prerequisites
16
17	- The AWS account must have a Business Support+, Enterprise Support, or
18	Unified Operations plan (required for the AWS Support API).
19	- The agent must have permissions to call `support:DescribeCases` and
20	`support:DescribeCommunications` in the target account.
21	- Support case data is available for 24 months after creation. Cases older than
22	24 months cannot be retrieved via the API.
23
24	---
25
26	## Step 1: Identify the Current Incident Context
27
28	Before searching support cases, gather key details from the current incident:
29
30	1. Affected AWS services (e.g., EC2, RDS, Lambda, ELB).
31	2. Error messages or error codes observed in logs or alarms.
32	3. Timeframe of the incident (start time, duration).
33	4. Affected resources (instance IDs, ARNs, endpoint names).
34	5. Symptoms (latency spikes, 5xx errors, connection timeouts, throttling).
35
36	Use these details as search criteria when filtering support cases.
37
38	---
39
40	## Step 2: Search for Related Support Cases
41
42	Use the AWS Support API to retrieve cases that may be relevant.
43
44	### Retrieve all recent cases (open and resolved)
45
46	```
47	aws support describe-cases \
48	--include-resolved-cases \
49	--include-communications \
50	--after-time "<ISO-8601-start>" \
51	--before-time "<ISO-8601-end>" \
52	--language "en"
53	```
54
55	### Filter by specific case IDs (if known)
56
57	```
58	aws support describe-cases \
59	--case-id-list "case-123456789010-muen-2024" \
60	--include-communications
61	```
62
63	### Key filtering strategies
64
65	\| Strategy \| How to Apply \|
66	\|----------\|-------------\|
67	\| By time window \| Use `--after-time` and `--before-time` to scope cases to the relevant period (e.g., past 30 days, or around a previous incident date), because recent cases are more likely to reflect current infrastructure state. \|
68	\| By service \| Review the `serviceCode` field in returned cases to match the affected service (e.g., `amazon-elastic-compute-cloud`, `amazon-rds`), because the same service often exhibits recurring failure patterns. \|
69	\| By severity \| Check the `severityCode` field — focus on `urgent` and `critical` cases for major incidents, because higher-severity cases tend to have more detailed root cause analysis from AWS Support. \|
70	\| By status \| Use `--include-resolved-cases` to include closed cases, because resolved cases contain the root cause and remediation steps that are most valuable for correlating with the current incident. \|
71	\| By subject keywords \| Scan the `subject` field of returned cases for keywords matching the current incident symptoms, because similar symptoms often share underlying causes. \|
72
73	---
74
75	## Step 3: Review Case Communications
76
77	The `describe-cases` response with `includeCommunications: true` returns the
78	most recent communications for each case in the `recentCommunications` field
79	(up to 5 messages). Since root cause analysis and resolution steps are
80	typically in the final messages of a resolved case, this is usually sufficient.
81
82	If the `recentCommunications` field includes a `nextToken`, the case has
83	additional older messages. Only paginate using `describe-communications` if the
84	recent messages do not contain a clear root cause or resolution — for example,
85	if the last messages are follow-up questions rather than a final answer.
86
87	```
88	aws support describe-communications \
89	--case-id "case-123456789010-muen

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6 picks

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