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ChatOps hurries up software program improvement and operations by enabling DevOps groups to make use of chat shoppers 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 talk purposes as a way to streamline actions in a single place and allow higher collaboration inside organizations.
For instance, AWS Chatbot permits 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. Nonetheless, AWS Assist clients needed to swap purposes from Slack to the AWS Assist Heart console to entry and interact with AWS Assist, shifting them away from important operation channels the place important group communications happen.
At this time we’re asserting the brand new AWS Assist App, which lets you instantly handle your technical, billing, and account help instances, improve service quotas in Slack, and provoke a reside chat with AWS Assist engineers in Slack channels. You may then seek for, reply to, and take part in group chats with AWS Assist engineers to resolve help instances out of your Slack channels.
With the AWS Assist App in Slack, you possibly can combine AWS Assist into your crew workflows to enhance collaboration. When creating, updating, or monitoring a help case standing, your crew members hold updated in actual time. They’ll additionally simply search earlier instances to seek out suggestions and options and immediately share these particulars with all crew members with out having to change 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. If in case you have a Primary or Developer plan, you possibly can improve your help plan.
For connecting your Slack workspace and channel on your group, it’s best 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 Heart console and select Authorize workspace.
When prompted to offer permissions to entry your Slack workspace, you possibly can choose your workspace to attach and select Permit.
Now you possibly can see your workspace on the Slack configuration web page. So as to add extra workspaces, select Add workspace and repeat this step. You may add as much as 5 workspaces to your account.
After you authorize your Slack workspace, you possibly can add your Slack channels by selecting Add channel. You may 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 title 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.
It’s also possible to set notifications for methods to get notified about instances and select not less than one of many choices in New and reopened instances, Case correspondences, or Resolved instances for notification sorts. If you choose Excessive-severity instances, you may get notified for less than instances that have an effect on a manufacturing system or greater by the severity ranges.
After including a brand new channel, now you can open the Slack channel and handle help instances and reside chats with AWS Assist engineers.
Managing Assist Instances within the Slack Channel
After you add your Slack workspace and channel, you possibly can create, search, resolve, and reopen your help case in your Slack channel.
In your Slack channel, if you enter /awssupport create-case command, you possibly can create a help case to specify the topic, description, challenge sort, service, class, severity, and call methodology — both e mail and Slack notifications or reside chat in Slack.
In case you select Dwell chat in Slack, you possibly can 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 data you offered, you possibly can create a help case. It’s also possible to select Share to channel to share the search outcomes with the channel.
In your Slack channel, if you enter the /awssupport search-case command, you possibly can search help instances for a selected AWS account, information vary, and case standing, akin to open or resolved.
You may select See particulars to see extra details about a case. Once you see particulars for a help case, you possibly can resolve or reopen particular help instances instantly.
Initiating Dwell Chat Classes with AWS Assist Engineers
In case you selected the reside chat choice if you created your case, the AWS Assist App creates a chat channel for you and an AWS Assist engineer. You should use this chat channel to speak with a help engineer and any others that you just invited to the reside chat.
To hitch a reside chat session with AWS Assist, navigate to the channel title that the AWS Assist App created for you. The reside channel title comprises your help case ID, akin 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 instances.
When a help engineer joins the channel, you possibly can chat with a help engineer about your help case and add any file attachments to the channel. The AWS Assist App mechanically saves your information 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. Yow will discover the chat historical past hooked up to the case correspondence for this help case. If the difficulty has been resolved, you possibly can select Resolve case from the pinned message to point out the case particulars within the chat channel or enter the /awssupport resolve command.
Once you handle help instances or be part of reside chats on your account within the Slack channel, you possibly can view the case correspondences to find out whether or not the case has been up to date within the Slack channel. It’s also possible to audit the Assist API calls the applying made on behalf of customers by way of 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, if you enter the /awssupport service-quota-increase command, you possibly can request to extend the service quota for a selected AWS account, AWS Area, service title, quota title, and requested worth for the quota improve.
Now Accessible
The AWS Assist App in Slack is now accessible to all clients with Enterprise, Enterprise On-ramp, or Enterprise Assist at no extra cost. If in case you have a Primary or Developer plan, you possibly can improve your help plan. To be taught extra, see Handle help instances with the AWS Assist App or contact your typical AWS Assist contacts.
– Channy
