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.