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:

Translate to professional, native English
Use technical AWS terminology appropriately
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:

Severity	When to use
low	General questions, non-urgent inquiries
normal	Production system has minor issues
high	Production system significantly impaired
urgent	Production system severely impaired
critical	Production system down (Enterprise only)

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

Keywords (CN/EN)	Service Code
EC2, 实例, 虚拟机	amazon-ec2
S3, 存储桶, 对象存储	amazon-s3
RDS, 数据库, MySQL, PostgreSQL	amazon-rds
Lambda, 函数, 无服务器	aws-lambda
VPC, 网络, 子网, 安全组	amazon-vpc
ECS, 容器, Docker	amazon-ecs
EKS, Kubernetes, K8s	amazon-eks
CloudFront, CDN, 分发	amazon-cloudfront
Route53, DNS, 域名	amazon-route53
IAM, 权限, 角色, 策略	aws-iam
账单, 费用, billing	aws-billing
账户, 账号, account	account-management

Category Detection Keywords

Keywords (CN/EN)	Category Code
咨询, 指导, 如何, how to	general-guidance
慢, 性能, 延迟, performance, latency	performance
连接, 访问, 超时, connect, timeout	connectivity
安全, 漏洞, security	security
配置, 设置, configuration	configuration
限额, 配额, 提升, limit, quota	limits

Resources

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

aws-support-case