Creating a service request in Accelerate - AMS Accelerate User Guide

Creating a service request in Accelerate

To create a service request, follow these steps:

  1. From the AMS Accelerate console, browse to Dashboard.

  2. Choose Open a service request, the AMS – Service Request is pre-selected.

  3. Choose a Category.

  4. Choose Severity (Plus or Premium tiers only).

  5. Enter information for:

    • Subject: A descriptive title for the service request.

    • Description: A comprehensive description of the service request, the systems impacted, and the expected outcome of a resolution.

  6. To add an attachment, choose Attach files, browse to the attachment you want, and choose Open. To delete the attachment, choose the delete icon Blue circular icon with a white X symbol in the center.

  7. Contact us: The default contact AMS through the web. To select other options:

    • Preferred contact language: English is the supported language for AMS Accelerate service requests.

    • Web: Your service request is submitted through the web and handled by the AMS operations team.

    • Chat: Chat online with an AMS Accelerate operations representative. This option adds you to the chat queue.

    • Phone: An AMS operations representative calls you back. Enter your AWS Region, phone number, and extension if applicable.

    • Additional contacts: Enter any additional email addresses you want copied on your service request.

  8. Choose Submit.

    A case details page opens with information on the service request, such as Type, Subject, Created, ID, and Status. Plus, a Correspondence area that includes the description of the request you create.

    To open a correspondence area and provide additional details or updates in status, choose Reply.

    After the service request has been resolved, choose Resolve Case.

    If there are so many correspondences that they don't all appear on the page, choose Load More.

    Be sure to rate the service through the 1-5 star rating to let AMS know how we're doing.

Note

If you're going to test service request functionality, we recommend you add a no-action flag to your service request's subject, such as AMSTestNoOpsActionRequired. Then you can test without starting the service request resolution process.

The AMS Accelerate team receives service requests created by you programmatically using the AWS Support API with service code service-ams-operations-service-request.