oldwinter/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: | 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.