Monitoring AWS Support cases with Amazon EventBridge - AWS Support

Monitoring AWS Support cases with Amazon EventBridge

You can use Amazon EventBridge to detect and react to changes for your AWS Support cases. Then, based on the rules that you create, EventBridge invokes one or more target actions when an event matches the values that you specify in a rule.

Depending on the event, you can send notifications, capture event information, take corrective action, initiate events, or take other actions. For example, you can get notified whenever the following actions occur in your account:

  • Create a support case

  • Add a case correspondence to an existing support case

  • Resolve a support case

  • Reopen a support case

Note

AWS Support delivers events on a best effort basis. Events are not always guaranteed to be delivered to EventBridge.

Creating an EventBridge rule for AWS Support cases

You can create an EventBridge rule to get notified for AWS Support case events. The rule will monitor updates for support cases in your account, including actions that you, your IAM users, or support agents perform. Before you create a rule for AWS Support case events, do the following:

  • Familiarize yourself with events, rules, and targets in EventBridge. For more information, see What is Amazon EventBridge? in the Amazon EventBridge User Guide.

  • Create the target to use in your event rule. For example, you can create an Amazon Simple Notification Service (Amazon SNS) topic so that whenever a support case is updated, you will receive a text message or email. For more information, see EventBridge targets.

Note

AWS Support is a global service and doesn't use separate Regions. To receive updates for your support cases, use the US East (N. Virginia) Region.

To create an EventBridge rule for AWS Support case events

  1. Open the Amazon EventBridge console at https://console.aws.amazon.com/events/.

  2. If you haven't already, use the Region selector in the upper-right corner of the page and choose US East (N. Virginia).

  3. In the navigation pane, choose Rules.

  4. Choose Create rule.

  5. On the Define rule detail page, enter a name and description for your rule.

  6. Keep the default values for Event bus and Rule type, and then choose Next.

  7. On the Build event pattern page, for Event source, choose AWS events or EventBridge partner events.

  8. Under Event pattern, keep the default value for AWS services.

  9. For AWS service, choose Support.

  10. For Event type, choose Support Case Update.

  11. Choose Next.

  12. In the Select target(s) section, choose the target that you created for this rule, and then configure any additional options that are required for that type. For example, if you choose Amazon SNS, make sure that your SNS topic is configured correctly so that you will be notified by email or SMS.

  13. Choose Next.

  14. (Optional) On the Configure tags page, add any tags and then choose Next.

  15. On the Review and create page, review your rule setup and ensure that it meets your event monitoring requirements.

  16. Choose Create rule. Your rule will now monitor for AWS Support case events and then send them to the target that you specified.

Notes
  • When you receive an event, you can use the origin parameter to determine whether you or an AWS Support agent added a case correspondence to a support case. The value for origin can be either CUSTOMER or AWS.

    Currently, only events for the AddCommunicationToCase action will have this value.

  • For more information about creating event patterns, see Event patterns in the Amazon EventBridge User Guide.

  • You can also create another rule for the AWS API Call via CloudTrail event type. This rule will monitor AWS CloudTrail logs for AWS Support API calls in your account.

Example AWS Support events

The following events are created when support actions occur in your account.

Example : Create support case

The following event is created when a support case is created.

{ "version": "0", "id": "3433df007-9285-55a3-f6d1-536944be45d7", "detail-type": "Support Case Update", "source": "aws.support", "account": "111122223333", "time": "2022-02-21T15:51:19Z", "region": "us-east-1", "resources": [], "detail": { "case-id": "case-111122223333-muen-2022-7118885805350839", "display-id": "1234563851", "communication-id": "", "event-name": "CreateCase", "origin": "" } }

Example : Update support case

The following event is created when AWS Support replies to a support case.

{ "version": "0", "id": "f90cb8cb-32be-1c91-c0ba-d50b4ca5e51b", "detail-type": "Support Case Update", "source": "aws.support", "account": "111122223333", "time": "2022-02-21T15:51:31Z", "region": "us-east-1", "resources": [], "detail": { "case-id": "case-111122223333-muen-2022-7118885805350839", "display-id": "1234563851", "communication-id": "ekko:us-east-1:12345678-268a-424b-be08-54613cab84d2", "event-name": "AddCommunicationToCase", "origin": "AWS" } }

Example : Resolve support case

The following event is created when a support case is resolved.

{ "version": "0", "id": "1aa4458d-556f-732e-ddc1-4a5b2fbd14a5", "detail-type": "Support Case Update", "source": "aws.support", "account": "111122223333", "time": "2022-02-21T15:51:31Z", "region": "us-east-1", "resources": [], "detail": { "case-id": "case-111122223333-muen-2022-7118885805350839", "display-id": "1234563851", "communication-id": "", "event-name": "ResolveCase", "origin": "" } }

Example : Reopen support case

The following event is created when a support case is reopened.

{ "version": "0", "id": "3bb9d8fe-6089-ad27-9508-804209b233ad", "detail-type": "Support Case Update", "source": "aws.support", "account": "111122223333", "time": "2022-02-21T15:47:19Z", "region": "us-east-1", "resources": [], "detail": { "case-id": "case-111122223333-muen-2021-27f40618fe0303ea", "display-id": "1234563851", "communication-id": "", "event-name": "ReopenCase", "origin": "" } }

See also

For more information about how to use EventBridge with AWS Support, see the following resources: