# Working with incidents in AMS Accelerate Working with incidents From AWS Support Center, you can perform the following tasks: + Report and update an incident. To report an AMS Accelerate incident, choose **AMS Operations -- Report Incident** from the **Services** menu. + Get a list of, and detailed information about, all of your submitted incidents. + Narrow your search for incidents by status and other filters. + Add communications and file attachments to your incidents, and add email recipients for case correspondence. + Initiate a live chat or request a call back on your incident. **Note** The live chat feature is not for security events; for security issues, create a high-priority (P1 or P2) support case. + Resolve incidents. + Rate incident communications. The following examples describe using Support Center to submit an incident. After it's submitted, the AMS Accelerate team works with you to resolve the incident per the standard AMS Accelerate SLA. # Submitting an incident for Accelerate Submitting an incident To report an incident using Support Center, refer to the support documentation: [ Creating a support case](https://docs.aws.amazon.com/awssupport/latest/user/case-management.html#creating-a-support-case) To report an incident using Support center: 1. Click **Create case**. The create incident case page opens. 1. Open the **Technical support issue type** menu and choose **AMS Operations -- Report Incident**. Supply information about your incident and choose **Create**. 1. To be kept informed by email at each step of the incident resolution process, be sure to fill in the **CC Emails** option; if you connect by federation, log in before following the link in the email that AMS Accelerate sends you about the incident. **Note** Make your description as detailed as possible. Include relevant resource information, along with anything else that might help us understand your issue. For example, to troubleshoot performance, include timestamps and logs. For feature requests or general guidance questions, include a description of your environment and purpose. In all cases, follow the Description Guidance that appears on your case submission form. When you provide as much detail as possible, you increase the chances that your case can be resolved quickly. You can also use the [AWS Support API](https://docs.aws.amazon.com/awssupport/latest/user/Welcome.html) with service code `service-ams-operations-report-incident` to report an incident. # Monitoring and updating an Accelerate incident Monitoring and updating an incident You can update, monitor, and review incident reports and service requests, both called *cases*, by using Support Center, or programmatically using the Support API, [https://docs.aws.amazon.com/awssupport/latest/APIReference/API_DescribeCases.html](https://docs.aws.amazon.com/awssupport/latest/APIReference/API_DescribeCases.html) operation. To monitor a case, incident or service request, using Support Center, follow these steps. 1. In the AWS Management console, browse to **Support**. 1. From the left navigation, select **Your support cases**, browse to a case and choose the **Subject** link to open a details page with current status and correspondences. If you want to use phone or chat at this point, click **Open case in Support Center** to open the case **Create** page in the Support Center, auto-populated with the AMS service type. When a reported incident or service request case is updated by the Accelerate operations team, you receive an email and a link to the incident in the Support Center so you can respond. **Note** You can't respond to case correspondence by replying to the email. If there are many cases in the dashboard, you can use the **Filter** option: + **Subject**: Use this filter to search on keywords in the subject of the case. + **Severity**: Use this to filter cases by severity by selecting a severity from the list. + **Case type**: Use this to see all cases of a particular case type. Accelerate incidents and service requests appear under the Technical Support Case Type along with any service-specific cases. + **Status**: Use this to filter cases by status by selecting a specific status from the list. 1. To check the latest status, refresh the page. 1. If there are so many correspondences that they do not all appear on the page, choose **Load More**. 1. To provide an update to the case status, choose **Reply**, enter the new correspondence, and then choose **Submit**. 1. To close out the case after it has been resolved to your satisfaction, choose **Close case**. Be sure to rate the service through the 1-5 star rating to let AMS know how we're doing. # Managing Accelerate incidents with the support API Managing incidents with the support API You can use the [Support API](https://docs.aws.amazon.com/awssupport/latest/user/Welcome.html) to create incidents and add correspondence with Support staff during investigations into your issues. The Support API models much of the behavior of the  [AWS Support Center](https://console.aws.amazon.com/support/home#/). For information about you can use this AWS support service, see  [ Programming the Life of an AWS Support Case](https://docs.aws.amazon.com/awssupport/latest/user/Case_Life_Cycle.html#crebopbatecase). **Note** The AMS Accelerate team receives incidents created by you programmatically using the with service code `service-ams-operations-report-incident`. # Responding to an AMS Accelerate-generated incident AMS Accelerate proactively monitors your resources. For more information, see  [Monitoring and event management in AMS Accelerate](acc-mon-event-mgmt.md). Sometimes AMS Accelerate identifies and creates an incident, most often to notify you of an event. If action on your part is required to resolve an incident, notification is sent by the AMS Accelerate team to the contact information you have provided for the account. You respond to this notification in the same way as for any other incident—usually through Support Center, though in some cases contact through email or phone is required. **Important** To receive state change notifications for an incident case or service request, enter an email address in the addresses field. [![AWS Videos](http://img.youtube.com/vi/https://www.youtube.com/embed/5ROuEwNSzSM/0.jpg)](http://www.youtube.com/watch?v=https://www.youtube.com/embed/5ROuEwNSzSM)