AWS Support Case

AWS Support Case Manager

Overview

Manage AWS Support cases through CLI with intelligent features: auto-detect service/category when creating cases, translate Chinese to English for submissions, and display case communications in bilingual format (English original followed by Chinese translation).

Prerequisites

• AWS CLI configured with default profile
• AWS Support API access (requires Business or Enterprise Support plan for some features)
• All commands must use --region us-east-1 (Support API only available in this region)

Core Workflows

1. List Cases

List recent 2 weeks cases:

aws support describe-cases \
  --region us-east-1 \
  --after-time "$(date -u -v-14d '+%Y-%m-%dT%H:%M:%SZ' 2>/dev/null || date -u -d '14 days ago' '+%Y-%m-%dT%H:%M:%SZ')" \
  --include-resolved-cases \
  --output json

List unresolved cases only:

aws support describe-cases \
  --region us-east-1 \
  --no-include-resolved-cases \
  --output json

Display format: Present cases in a clear table with columns: Case ID | Subject | Status | Created | Severity

2. View Case Details (Bilingual Display)

To view a case with communications:

aws support describe-communications \
  --region us-east-1 \
  --case-id "case-XXXXXXXX" \
  --output json

Bilingual Display Format: When displaying case communications, format each message as follows:

---
[Sender] | [Timestamp]
---

> Original English text line 1
> 中文翻译第一行

> Original English text line 2
> 中文翻译第二行

---

Translation guidelines:

• Translate each sentence/paragraph, placing English original first with > prefix
• Chinese translation immediately follows on the next line with > prefix
• Preserve technical terms (service names, error codes, ARNs) without translation
• Maintain formatting (bullet points, numbered lists) in both languages

3. Create New Case

Step 1: Query available services and categories

aws support describe-services --region us-east-1 --output json

Step 2: Auto-detect service and category

Analyze the user's description (Chinese or English) to identify:

• Service code: Match keywords to AWS services (e.g., "EC2实例" → amazon-ec2, "S3存储桶" → amazon-s3)
• Category code: Match issue type (e.g., "性能慢" → performance, "无法连接" → connectivity, "配额提升" → limits)

Step 3: Translate and create

If user provides Chinese description:

1. Translate to professional, native English
2. Use technical AWS terminology appropriately
3. Keep specific identifiers (account IDs, resource ARNs, error codes) unchanged

aws support create-case \
  --region us-east-1 \
  --subject "Translated English subject" \
  --communication-body "Translated English description with full details" \
  --service-code "detected-service" \
  --category-code "detected-category" \
  --severity-code "low|normal|high|urgent|critical" \
  --language "en"

Severity selection guide:

4. Reply to Case

Step 1: Translate if needed

If user provides Chinese reply, translate to professional English while preserving:

• Technical details and identifiers
• Specific error messages or logs
• Resource names and ARNs

Step 2: Send reply

aws support add-communication-to-case \
  --region us-east-1 \
  --case-id "case-XXXXXXXX" \
  --communication-body "Translated English reply"

5. Handle Attachments

Upload attachment:

# First, base64 encode the file
BASE64_DATA=$(base64 -i /path/to/file)

# Add to attachment set
aws support add-attachments-to-set \
  --region us-east-1 \
  --attachments fileName="filename.ext",data="$BASE64_DATA"

This returns an attachmentSetId to use when replying:

aws support add-communication-to-case \
  --region us-east-1 \
  --case-id "case-XXXXXXXX" \
  --communication-body "Please see the attached file" \
  --attachment-set-id "ATTACHMENT_SET_ID"

Download attachment:

aws support describe-attachment \
  --region us-east-1 \
  --attachment-id "attachment-id"

6. Close/Resolve Case

aws support resolve-case \
  --region us-east-1 \
  --case-id "case-XXXXXXXX"

Service Detection Keywords

Category Detection Keywords

Resources

Refer to references/aws-support-cli-reference.md for complete CLI command reference and additional options.