Get started with AWS Trusted Advisor Engage (Preview)

Note

AWS Trusted Advisor Engage is in preview release and is subject to change. You can see preview service terms here https://aws.amazon.com/service-terms/.

You can use AWS Trusted Advisor Engage to get the most out of your AWS Support Plans by making it easy for you to see, request and track all your proactive engagements, and communicate with your AWS account team about ongoing engagements.

For example, you can request a “Management Business Review” towards your AWS account team by going into the Engage page within the AWS Trusted Advisor console. Then, an AWS expert will be assigned to your request, and follow through the entire engagement.

Prerequisites

You must take necessary action to satisfy the following requirements in order to use Trusted Advisor Engage:

• You must have an Enterprise On-Ramp Support plan.

• Your account must be part of an organization which has enabled all features in AWS Organizations. For more information, see Enabling all features in your organization in the AWS Organizations User Guide.

• Your organization must have enabled trusted access to Trusted Advisor. You can enable trusted access by logging in as the management account and going to the Your organization page in the Trusted Advisor console.

• You must have AWS Identity and Access Management (IAM) permissions to access Trusted Advisor Engage. For information about how to control access to Trusted Advisor Engage, see Manage access to AWS Trusted Advisor.

Note

Any account within an AWS Organization can create an engagement request. If an Engagement-owning account moves to a different AWS Organization, the Engagement will only be accessible by the account. To limit controls, see Example Service Control Policies for AWS Trusted Advisor.

View the Engagements Dashboard

After you have obtained access rights, you can access the Trusted Advisor Engage page within the Trusted Advisor console to view a dashboard where you can manage engagements with your AWS account team.

To manage your Engagements:

1. Sign in to the Trusted Advisor console at https://console.aws.amazon.com/trustedadvisor/home.

2. On the Trusted Advisor Engage page, you can view the:

   • Request Engagement Button

   • Active Engagements Table

   • Closed Engagements Table

   • All Available Engagements Catalog

Example : Engagements Dashboard

View the Catalog of Engagement Types

You can view the catalog of engagement types to find the latest types of engagements that you can request towards your AWS account team.

To view the catalog of engagement types:

1. Sign in to the Trusted Advisor console at https://console.aws.amazon.com/trustedadvisor/home.

2. On the Trusted Advisor Engage page, you can find the catalog of Engagement types.

Example : Engagement Types Catalog

Request an Engagement

You can request engagements to your AWS account team according to the engagement types included in your AWS Support Plan.

To request an Engagement:

1. Sign in to the Trusted Advisor console at https://console.aws.amazon.com/trustedadvisor/home.

2. On the Trusted Advisor Engage page, choose Request Engagement.

3. Fill out the:

   • Title

   • Select Engagement: the type of Engagement you want to request.

   • Desired Completion Date: the desired completion date of the Engagement. Each Engagement Type has a different lead time which is calculated in the minimum desired completion date.

   • Request Visibility:

     • My account: this engagement request is visible only to your account.

     • My account and Admin accounts: this engagement request is visible to your account, and the Management account and all Delegated Admin accounts of your AWS Organization.

     • Organization: This engagement request is visible to all accounts in your AWS Organization.

   • Engagement Requester Email: the email address that AWS will use as the primary point of contact for this Engagement.

   • Email notification settings: choose if the Engagement Requester Email will receive email notifications about the engagement.

   • Point of escalation: the email address that AWS will use when an escalation is required for this Engagement.

   • Correspondence: a note and an optional file attachment for you to provide details regarding this Engagement.

4. Choose Send Request.

Example : Request Engagement

Edit an Engagement

You can edit details on your engagement request.

To edit an Engagement:

1. Sign in to the Trusted Advisor console at https://console.aws.amazon.com/trustedadvisor/home.

2. On the Trusted Advisor Engage page, select an existing engagement.

3. Select Edit.

4. You can edit the:

   • Title

   • Desired Completion Date: the desired completion date of the Engagement. Each Engagement Type has a different lead time which is calculated in the minimum desired completion date.

   • Request Visibility:

     • My account: this engagement request is visible only to your account.

     • My account and Admin accounts: this engagement request is visible to your account, and the Management account and all Delegated Admin accounts of your AWS Organization.

     • Organization: This engagement request is visible to all accounts in your AWS Organization.

   • Engagement Requester Email: the email address that AWS will use as the primary point of contact for this Engagement.

   • Email notification settings: choose if the Engagement Requester Email will receive email notifications about the engagement.

   • Point of escalation: the email address that AWS will use when an escalation is required for this Engagement.

5. Choose Save.

Example : Edit Engagement

Submit Attachments and Notes

You can communicate with your AWS account team on individual engagements by sending notes and file attachments to support your engagement request. You can include a single attachment and note per communication, you can only attach files to an engagement with the same AWS account which requested the engagement, and you can not delete attachments or notes after a communication has been sent.

To attach files or add notes to an Active Engagement request:

1. Sign in to the Trusted Advisor console at https://console.aws.amazon.com/trustedadvisor/home.

2. On the Trusted Advisor Engage page, choose the ID of the active engagement to which you would like to attach files or add notes.

3. Choose Correspondence to expand the form.

4. Enter a note for your assigned TAM and optionally attach a file. Don't share any sensitive information in correspondences, such as passwords, credit card data, signed URLs, or personally identifiable information.

5. Choose Save.

Example : Add Note and Attach File to an Engagement

Change the Engagement Status

You can change that status of engagements to cancel engagements which are pending response, complete engagements which are in progress, and reopen engagements which have been marked as cancelled or closed.

To change the status of an Engagement:

1. Sign in to the Trusted Advisor console at https://console.aws.amazon.com/trustedadvisor/home.

2. On the Trusted Advisor Engage page, choose the ID of the active engagement of which you would like to change the status.

3. On the Engagement details page, you can change the status to Cancelled or Complete.

   • You are able to select Cancel when engagement status is Pending Response.

   • You are able to select Complete when engagement status is In Progress.

   • You are able to select Reopen for closed engagements. Cancelled engagements move to Pending Response, while Complete engagements move to In Progress.

Example : Change Engagement Status

Differentiate Between Recommended and Requested Engagements

You can identify the source of engagements to know whether an engagement was requested by you or recommended by your AWS account team.

To view different sources of Active Engagements:

1. Sign in to the Trusted Advisor console at https://console.aws.amazon.com/trustedadvisor/home.

2. On the Trusted Advisor Engage page, view the Effective Date column to distinguish between Recommended and Requested Engagements:

   • Recommended: Engagement request created by your AWS account teams.

   • Requested: Engagement request created by the user.

Search Engagements

You can search your existing active and closed engagements using filters.

To search Engagements:

1. Sign in to the Trusted Advisor console at https://console.aws.amazon.com/trustedadvisor/home.

2. On the Trusted Advisor Engage page, you can select from the following filters:

   • Age (days)

   • Engagement Type

   • Request Title

   • Status

   • Desired Completion Date

   • Effective Date

Example : Search Engagements