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Denying AI-enhanced troubleshooting operations - AWS Support

Denying AI-enhanced troubleshooting operations

You can explicitly deny AI-enhanced troubleshooting operations by removing the following operations from your custom managed policy. Denying these operations prevents users from accessing the AI-powered interaction workflow and Amazon Q conversations in Support Center.

Support interaction operations

The following operations enable the interaction-based workflow in Support Center:

  • support:GetInteraction

  • support:ListInteractions

  • support:ResolveInteraction

  • support:StartInteraction

  • support:UpdateInteraction

Amazon Q Developer conversation operations

The following operations enable Amazon Q conversations in Support Center:

  • q:StartConversation – Start a new conversation with Amazon Q.

  • q:SendMessage – Send messages within a conversation.

  • q:GetConversation – Retrieve conversation details. This action is required for console access.

  • q:ListConversations – List available conversations. This action is required for console access and Support Center integration.

The following example policy explicitly denies all AI-enhanced troubleshooting operations:


{
  "Version": "2012-10-17",
  "Statement": [
    {
      "Effect": "Deny",
      "Action": [
        "support:GetInteraction",
        "support:ListInteractions",
        "support:ResolveInteraction",
        "support:StartInteraction",
        "support:UpdateInteraction",
        "q:StartConversation",
        "q:SendMessage",
        "q:GetConversation",
        "q:ListConversations"
      ],
      "Resource": "*"
    }
  ]
}
Note

Denying these operations doesn't affect access to traditional support case management. You can continue creating and managing support cases using the standard workflow.

If your custom policy doesn't include the support interaction operations, such as support:StartInteraction and support:ListInteractions, then the Support interactions section of the Support Dashboard shows AI features limited. To use AI-enhanced troubleshooting, add the support interaction operations to your custom policy, or attach the AWSSupportAccess managed policy. For more information, see Option 1: Use the AWS managed policy (recommended).