# Service request management **Topics** + [ # When to use a service request ](service-request-when-to-use.md) + [ # How service request management works ](service-request-resolution.md) + [ # Testing a service request in AMS ](service-request-testing.md) + [ # Creating a service request in AMS ](gui-ex-create-service-request.md) + [ # Monitoring and updating service requests in AMS ](update-monitor-review-service-requests.md) + [ # Responding to an AMS-generated service requests ](respond-to-sent-generated-sr.md) Service requests are communications to AMS created by you to ask for information or advice. A good example of a standard service request is for guidance or help in configuring an AMS service, like Alarm Manager, Patch Orchestrator, and so forth. You can also receive service requests from AMS; these are called outbound service requests or service notifications. To see a list of your service requests, and outbound service requests,(service notifications), sent to you by AMS, look on the **Service requests** page of the AMS console. To learn more about outbound service requests, see [Responding to an AMS-generated service requests](respond-to-sent-generated-sr.md). You create an AWS Managed Services (AMS) service request by using the AMS console or, programmatically, by using the Support API. For details on using the API, see [Support API](https://docs.aws.amazon.com/awssupport/latest/user/Welcome.html). For AMS choose the `sentinel-service-request` service code. After your service request is received by the AMS operations team, it is prioritized according to your service level agreement. To be kept informed at each step of the service request resolution process, be sure to fill in the **CC Emails** option, and, if you will connect by federation, log in before following the link in the email AMS sends. Use the AMS console **Create Service Request** page to perform the following tasks: + Create and update a service request + Get a list of, and detailed information about, all of your current service requests + Narrow your search for service requests by dates and incident identifiers, including requests that have been resolved + Add communications and file attachments to your requests, and add email recipients for case correspondence + Resolve service requests + Rate service request communications # When to use a service request The following examples describe a service request: + AMS or AWS general guidance + Patch MW related questions + Backup schedule related questions + Questions about the functionality of AWS services The following are examples of what shouldn't be raised in a service request: + Access issues + Patch failure + Backup failure + RFC failure or RFC that causes business interruption (Use Incident for business interruption) + RFC questions or additional input or change of RFC scope (Use RFC bidirectional correspondence) # How service request management works Service requests are handled by the on-call AMS operations team. After your service request is received by the AMS operations team, it's reviewed to ensure that the request is not more properly classified as an incident. If it should be classified as an incident, it's immediately reclassified, the AMS incident management team takes over, and you're notified. If the service request can be resolved with the submission of an RFC, the reviewing operator sends you an email requesting that you submit the appropriate RFC (details are provided). If the AMS operator can resolve the service request, steps to do so are taken immediately. For example, if the service request is for architecture advice or other information, then the operator refers you to the appropriate resources or answers the question directly. If the analysis of your service request identifies a bug or a feature request, then AMS sends you a notification through the service request. Since there is no ETA for feature requests or bug fixes, the original service request is closed. Contact your CSDM for follow up questions related to the original service request. If the service request is out of scope for AMS operations, the operator either sends the request to your cloud service delivery manager so they can communicate with you, or to the appropriate AWS operations team, along with an email to you, as to what steps are being taken. The service request is not resolved until you have indicated that you're satisfied with the outcome. **Note** We recommend providing a contact email, name, and phone number in all cases to facilitate communications. # Testing a service request in AMS Testing a service request When testing AMS service requests, we ask that you include in the subject text this flag: **AMSTestNoOpsActionRequired** to let AMS know that the service request is only for testing. When AMS operations engineers see that flag, they do not respond to the service request. # Creating a service request in AMS Creating a service request To create a service request using the AWS Managed Services (AMS) console: 1. From the left navigation, choose **Service requests**. The **Service requests** list opens. ![\[Service requests interface with options to create requests and view open requests.\]](http://docs.aws.amazon.com/managedservices/latest/userguide/images/guiSrCreateOpenPnC.png) If your service request list is empty, the **Clear filter** option resets the filter to **Any status**. ![\[Service requests list showing resolved items with options to filter and create new requests.\]](http://docs.aws.amazon.com/managedservices/latest/userguide/images/guiSRlist2.png) If you know you want to use phone or chat, click **Create service request in Support Center** to open the service request **Create** page in the Support Center Console, auto-populated with the AMS service type. **Note** Phone calls initiated with Support center are recorded, to better improve response. If the call drops, you must call back through the Support Center case, AWS has no mechanism for calling you back. **Important** Phone and chat support is designed to help with support cases, incidents and service requests. For RFC issues, use the correspondence option on the relevant RFC details page, to reach an AMS engineer. 1. If you want to find an existing service request, select a service request status filter in the drop-down list. [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/managedservices/latest/userguide/gui-ex-create-service-request.html) 1. Choose **Create**. The **Create a service request** page opens. ![\[Service request form with fields for category, subject, CC emails, and details.\]](http://docs.aws.amazon.com/managedservices/latest/userguide/images/guiServiceRequestCreate.png) 1. Select a **Category**. **Note** If you are going to test service request functionality, add the no-action flag, `AMSTestNoOpsActionRequired`. to your service request title. 1. Enter information for: + **Subject**: This creates a link to the service request details on the list page. + **CC emails**: These emails receive correspondence in addition to your default email contacts. + **Details**: Provide as much information here as possible. To add an attachment, choose **Add Attachment**, browse to the attachment you want, and click **Open**. To delete the attachment, click the Delete icon: ![\[Blue circular icon with a white X symbol in the center.\]](http://docs.aws.amazon.com/managedservices/latest/userguide/images/icon-delete-attachment.png). 1. Choose **Submit**. A details page opens with information on the service request--such as **Type**, **Subject**, **Created**, **ID**, and **Status**--and a **Correspondence** area that includes the description of the request you created. ![\[Service request detail showing type, subject, creation date, ID, and resolved status.\]](http://docs.aws.amazon.com/managedservices/latest/userguide/images/guiSRdetail.png) Additionally, your service request displays on the **Service Request** list page. Use this when you have an alert but have not yet heard from AMS. Click **Reply** to open a correspondence area and provide additional details or status updates. Click **Resolve Case** when the service request has been resolved. Click **Load More** to view additional correspondences that do not fit on the inital page. Don't forget to rate the communication\$1 ![\[Correspondence section showing a test message from Amazon Web Services with rating stars.\]](http://docs.aws.amazon.com/managedservices/latest/userguide/images/guiSRcorrespond.png) For billing-related queries, create a service request case from Support Center Console. **YouTube Video**: [ How and when to raise service requests from AWS Console and what are it’s Service Level Objectives?](https://www.youtube.com/watch?v=wQ1bZtHjr3I&list=PLhr1KZpdzukc_VXASRqOUSM5AJgtHat6-&index=7&t=5s) # Monitoring and updating service requests in AMS Monitoring and updating service requests You can update, monitor, and review incident reports and service requests, both called cases, by using the AMS console, or programmatically using the Support API. For information on using the Support API, see [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 the AMS console, follow these steps. 1. In the AMS console **Incident reports** or **Service requests** dashboard, browse to a case and choose the **Subject** to open a details page with current status and correspondences. ![\[Incident detail card showing type, status, subject, ID, creation date, and priority.\]](http://docs.aws.amazon.com/managedservices/latest/userguide/images/guiIncidentDetail.png) ![\[Service request detail showing type, subject, creation date, ID, and resolved status.\]](http://docs.aws.amazon.com/managedservices/latest/userguide/images/guiSRdetail.png) When a reported incident or service request case is updated by the AMS operations team, you receive an email and a link to the incident in the AMS console so you can respond. You can't respond to incident correspondence by replying to the email. **Important** You must have entered an email address to receive notifications of state change for a service request or incident case. Notifications only go to the email address added to the case when it's created. The link in the notification email will not work unless you are using an email server on your AMS federated network. However, you can respond to the correspondence by going to your AMS console and using the case details page. 1. If there are many cases in the list, you can use the **Filter** option: + **All open** (default): Use this filter to see all cases that have not been resolved. + **Unassigned**: Use if you've just submitted the case and have not received any notice that the case state has changed. Note, incidents and service request cases are addressed with different promptness depending on the submitted priority (incidents) or your service level agreement (service requests). + **Open**: Use if you have received notice that the case is "Pending Amazon" action; this means that the case has been assigned but work has not yet begun. + **Reopened**: Use if you have received notice that the case was reopened after having been resolved. + **Work in progress**: Use if you have received notice that an operator has begun to work on the case. + **Pending customer action**: Use if you have received an operator request for action on your part. + **Customer action completed**: Use if you have received notice that your action on the case has been processed. + **Resolved**: Use to view cases that you know have been resolved. Resolved cases are maintained in history for twelve months. + **Any status**: Use this filter to see all cases, regardless of status. 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\$1 # Responding to an AMS-generated service requests AMS patch management sends service requests (aka service notification) to you prior to the time of your set maintenance window; for more information, see [AMS maintenance window](https://docs.aws.amazon.com/managedservices/latest/userguide/ams-sd.html#maintenance-win). AMS also sends service notifications to you when there is a chance that your infrastructure will be impacted by an AWS service or when an EC2 instance in your account may need to be rebooted; for more information, see [Service notifications](https://docs.aws.amazon.com/managedservices/latest/userguide/service-notices.html). **Note** AMS sends communications to the primary email address on your AWS account that you have given; we recommend adding an alternate Operations contact email alias to facilitate the service request or service notification management process. Adding these emails is covered during the AMS onboarding process and related onboarding documentation.