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Support Cases Report — Custom Agent

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use_aws support-cases

Purpose

This custom agent generates a report of all AWS Support cases during a specified time period (last 60 days by default, unless otherwise requested by a user prompt). It provides operations teams with a consolidated view of support activity, recurring patterns, and items requiring follow-up.

Key Capabilities

  • Retrieves all AWS Support cases for a configurable reporting period
  • Groups cases by service, severity, and status
  • Identifies recurring patterns and escalation trends
  • Highlights open cases requiring attention (critical/urgent, long-running)
  • Produces a structured Markdown report as a persisted artifact

Prerequisites

  • An AWS DevOps Agent space
  • AWS Support API access (Business Support+, Enterprise Support, or Unified Operations plan)
  • IAM permissions for support:DescribeCases and support:DescribeCommunications
  • The support-cases skill uploaded to your Agent Space. Important note: for the skill to be used by the custom agent, choose "All agents" in the "Agent Type" field when importing the skill, even that the skill's README file instructs to choose specific agent types

Creating the Agent

  1. In the DevOps Agent web app, go to the "Agents" menu (on the bottom left pane)
  2. Click "Create agent" (on the right side), then on the new menu that popped up, click "Form" (the left-most option)
  3. In the "Name" field, use "support-cases-report"
  4. Copy the content of the "SYSTEM_PROMPT.md" file from this directory, and paste it into the "System prompt" field in the custom agent creation form
  5. In the "Skills" drop-down list, select the "support-cases" skill, and click "Create agent"
  6. Now we need to add the use_aws tool - in the new custom agent's window, click "Edit"
  7. In the new poppoed up window, select "Chat". A new chat will start on the left side. Wait for DevOps Agent to finish thinking, and it'll ask you what would you like to change
  8. Type "Add the use_aws tool to this custom agent". Once the chat is finished, verify in the custom agent's page that use_aws is shown under "Tools" for this custom agent

Executing the Agent

You can execute the custom agent on-demand from the custom agent page, on schedule, or using chat. Follow the Executing custom agents guide for more information. You can also run it using custom prompt (for example, ask it to produce a report for the last 90 days instead of the default 60 days).
Once finshed, the artifact is persisted on the Artifacts page in the DevOps Agent web app.