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ChatOps hastens software program improvement and operations by enabling DevOps groups to make use of chat purchasers and chatbots to speak and run duties. DevOps engineers have more and more moved their monitoring, system administration, steady integration (CI), and steady supply (CD) workflows to speak purposes with the intention to streamline actions in a single place and allow higher collaboration inside organizations.
For instance, AWS Chatbot allows ChatOps for AWS to observe and reply to operational occasions. AWS Chatbot processes AWS service notifications from Amazon Easy Notification Service (Amazon SNS) and forwards them to your Slack channel or Amazon Chime chat rooms so groups can analyze and act on them instantly, no matter location. Nevertheless, AWS Assist clients needed to swap purposes from Slack to the AWS Assist Middle console to entry and interact with AWS Assist, transferring them away from essential operation channels the place important group communications happen.
Immediately we’re saying the brand new AWS Assist App, which lets you instantly handle your technical, billing, and account help circumstances, enhance service quotas in Slack, and provoke a reside chat with AWS Assist engineers in Slack channels. You possibly can then seek for, reply to, and take part in group chats with AWS Assist engineers to resolve help circumstances out of your Slack channels.
With the AWS Assist App in Slack, you may combine AWS Assist into your staff workflows to enhance collaboration. When creating, updating, or monitoring a help case standing, your staff members maintain updated in actual time. They’ll additionally simply search earlier circumstances to search out suggestions and options and immediately share these particulars with all staff members with out having to modify purposes.
Configuring the AWS Assist App in Slack
The AWS Assist App in Slack is now accessible to all clients with Enterprise, Enterprise On-ramp, or Enterprise Assist at no extra cost. When you’ve got a Primary or Developer plan, you may improve your help plan.
For connecting your Slack workspace and channel on your group, you need to have entry so as to add apps to your Slack workspace and an AWS Identification and Entry Administration (IAM) person or function with the required permissions. To be taught extra, see examples of IAM insurance policies to handle entry.
To get began with the AWS Assist App in Slack, go to the AWS Assist Middle console and select Authorize workspace.
When prompted to provide permissions to entry your Slack workspace, you may choose your workspace to attach and select Enable.
Now you may see your workspace on the Slack configuration web page. So as to add extra workspaces, select Add workspace and repeat this step. You possibly can add as much as 5 workspaces to your account.
After you authorize your Slack workspace, you may add your Slack channels by selecting Add channel. You possibly can add as much as 20 channels for a single account. A single Slack channel can have as much as 100 AWS accounts.
Select the workspace identify that you just beforehand approved, the Slack channel ID included within the channel hyperlink and the worth that appears like C01234A5BCD the place you invited the AWS Assist App by /invite @awssupport command, the IAM function that you just created for the AWS Assist App.
You can even set notifications for find out how to get notified about circumstances and select at the very least one of many choices in New and reopened circumstances, Case correspondences, or Resolved circumstances for notification varieties. If you choose Excessive-severity circumstances, you may get notified for less than circumstances that have an effect on a manufacturing system or increased by the severity ranges.
After including a brand new channel, now you can open the Slack channel and handle help circumstances and reside chats with AWS Assist engineers.
Managing Assist Instances within the Slack Channel
After you add your Slack workspace and channel, you may create, search, resolve, and reopen your help case in your Slack channel.
In your Slack channel, whenever you enter /awssupport create-case command, you may create a help case to specify the topic, description, concern kind, service, class, severity, and get in touch with technique — both electronic mail and Slack notifications or reside chat in Slack.
If you happen to select Stay chat in Slack, you may enter the names of different members. AWS Assist App will create a brand new chat channel for the created help case and can mechanically add you, the members that you just specified, and AWS Assist engineers.
After reviewing the knowledge you offered, you may create a help case. You can even select Share to channel to share the search outcomes with the channel.
In your Slack channel, whenever you enter the /awssupport search-case command, you may search help circumstances for a particular AWS account, knowledge vary, and case standing, comparable to open or resolved.
You possibly can select See particulars to see extra details about a case. If you see particulars for a help case, you may resolve or reopen particular help circumstances instantly.
Initiating Stay Chat Classes with AWS Assist Engineers
If you happen to selected the reside chat choice whenever you created your case, the AWS Assist App creates a chat channel for you and an AWS Assist engineer. You should utilize this chat channel to speak with a help engineer and any others that you just invited to the reside chat.
To affix a reside chat session with AWS Assist, navigate to the channel identify that the AWS Assist App created for you. The reside channel identify comprises your help case ID, comparable to awscase-1234567890. Anybody who joins your reside chat channel can view particulars about this particular help case. We strongly suggest that you just solely add customers that require entry to your help circumstances.
When a help engineer joins the channel, you may chat with a help engineer about your help case and add any file attachments to the channel. The AWS Assist App mechanically saves your recordsdata and chat log to your case correspondence.
To cease chatting with the help agent, select Finish chat or enter the /awssupport endchat command. The help agent will depart the channel and the AWS Assist App will cease recording the reside chat. You’ll find the chat historical past hooked up to the case correspondence for this help case. If the difficulty has been resolved, you may select Resolve case from the pinned message to indicate the case particulars within the chat channel or enter the /awssupport resolve command.
If you handle help circumstances or be a part of reside chats on your account within the Slack channel, you may view the case correspondences to find out whether or not the case has been up to date within the Slack channel. You can even audit the Assist API calls the applying made on behalf of customers through logs in AWS CloudTrail. To be taught extra, see Logging AWS Assist API calls utilizing AWS CloudTrail.
Requesting Service Quota Will increase
In your Slack channel, whenever you enter the /awssupport service-quota-increase command, you may request to extend the service quota for a particular AWS account, AWS Area, service identify, quota identify, and requested worth for the quota enhance.
Now Out there
The AWS Assist App in Slack is now accessible to all clients with Enterprise, Enterprise On-ramp, or Enterprise Assist at no extra cost. When you’ve got a Primary or Developer plan, you may improve your help plan. To be taught extra, see Handle help circumstances with the AWS Assist App or contact your standard AWS Assist contacts.
– Channy
Replace – The AWS Assist App in Slack at the moment solely helps English as the popular contact language. Further most well-liked language choices will probably be added sooner or later.
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