Create a complete view of AWS assist circumstances with Amazon QuickSight

AWS clients are on the lookout for an environment friendly monitoring methodology of assist circumstances raised with AWS Assist throughout their a number of interconnected accounts. Having a unified view lets the cloud operations staff derive actionable insights throughout the assist circumstances raised by totally different enterprise items and accounts. This helps be certain that the staff has a complete understanding of the state of current assist circumstances and might rapidly establish and work with groups to resolve them. The staff may prioritize their responses based mostly on the severity of impression of the problems and take motion on circumstances that want acknowledgement or further data. AWS Programs Supervisor is the operations hub to your AWS functions and sources and a safe end-to-end administration answer for hybrid cloud environments that permits safe operations at scale. AWS Programs Supervisor Explorer offers a abstract of assist circumstances throughout your AWS accounts that will help you get higher visibility into the operational well being of your AWS atmosphere.

This publish describes how Amazon QuickSight dashboards may also help you visualize your assist circumstances in a single pane of glass utilizing information extracts from Programs Supervisor. QuickSight meets various analytic wants from the identical supply of reality by trendy interactive dashboards, paginated experiences, embedded analytics, and pure language queries.

Resolution overview

The next structure diagram illustrates using Programs Supervisor to offer a abstract of assist circumstances throughout your AWS accounts. The answer automates the gathering course of utilizing a Programs Supervisor Automation doc, scheduling automations inside a upkeep window. When the Programs Supervisor configuration is completed, the automation extracts the all assist circumstances throughout the group and creates a CSV file in an Amazon Easy Storage Service (Amazon S3) bucket. From the S3 bucket, we combine with Amazon Athena to create a desk, and lastly we visualize all assist circumstances in QuickSight. Notice that for aggregating information throughout a number of accounts, they need to reside inside a single AWS Group. Implementing the answer requires the next steps:

  1. Arrange a Programs Supervisor upkeep window.
  2. Register an automation process within the upkeep window.
  3. Create a database within the AWS Glue Knowledge Catalog.
  4. Create a customized classifier for an AWS Glue crawler.
  5. Create and run an AWS Glue crawler.
  6. Create views in Athena.
  7. Visualize AWS assist circumstances in QuickSight.


Earlier than you get began, full the next stipulations:

  1. Have a Enterprise or Enterprise assist plan to your AWS accounts.
  2. Allow and arrange Athena.
  3. Allow QuickSight in your information assortment account. For directions, check with Establishing for Amazon QuickSight.
  4. Create an S3 bucket the place Programs Supervisor Automation will export assist circumstances.
  5. Comply with the steps in Centralized view of assist circumstances opened from a number of AWS accounts utilizing AWS Programs Supervisor to ascertain Programs Supervisor Explorer and create a useful resource information sync for information aggregation.
  6. Create an Amazon Easy Notification Service (SNS) subject. Use the next command to create an SNS subject named SSM-supportcases-notification and subscribe an e mail tackle:
aws sns create-topic --name SSM-supportcases-notification

It’s best to see the next output:

	"SubscriptionArn": "arn:aws:sns:us-east-1:12345678901A:SSM-supportcases-notification:5d906xxxx-7c8x-45dx-a9dx-0484e31c98xx"

For extra data, check with Creating an Amazon SNS subject.

  1. Have an AWS Id and Entry Supervisor (IAM) Programs Supervisor Explorer Exporting OpsData function. The function AmazonSSMExplorerExport permits Explorer to export OpsData to a CSV file. For extra data, check with Exporting OpsData from Programs Supervisor Explorer.
  2. Have Programs Supervisor permissions for upkeep home windows. For extra data, check with Use the console to configure permissions for upkeep home windows.

After you’ve all of the stipulations in place, observe the step-by-step directions in the remainder of this publish.

Arrange a Programs Supervisor upkeep window

Upkeep home windows, a functionality of Programs Supervisor, show you how to outline a schedule for AWS assist circumstances to extract at a predefined schedule. For directions on making a upkeep window, see Create a upkeep window (console).

Register an automation process with a upkeep window

On this step, you add a process to a upkeep window. Duties are the actions carried out when a upkeep window runs. For directions on registering an automation process to a upkeep window, see Schedule automations with upkeep home windows.

  1. Present a reputation for the upkeep process and select the automation doc AWS-ExportOpsDataToS3

2. Enter the next particulars within the Enter parameters part.

Variable Description Worth
assumeRole (Required) The function ARN to imagine in the course of the automation run The function you created as a prerequisite
filters (Elective) Filters for the getOpsSummary request Depart clean
syncName (Elective) The identify of the useful resource information sync The sync identify that you simply created as a prerequisite
resultAttribute (Elective) The consequence attribute for the getOpsSummary request AWS:SupportCenterCase
columnFields (Elective) The column fields to write down to the output file “DisplayId”,”SourceAccountId”,”Topic”,”Standing”,”ServiceCode”,”CategoryCode”,”SeverityCode”,”TimeCreated”
s3BucketName (Required) The S3 bucket the place you need to obtain the output file The S3 bucket that you simply created as a prerequisite
snsTopicArn (Required) The SNS subject ARN to inform when the obtain is full The ARN for the SNS subject that you simply created as a prerequisite
snsSuccessMessage (Elective) The message to ship when a doc is full Depart clean
columnFieldsWithType (Elective) The absolutely certified column fields to write down to the output file Depart clean
resultAttributeList (Elective) The a number of consequence attributes for the getOpsSummary request Depart clean

  1. Select the IAM service function you created as a prerequisite.
  2. Select Register Automation process.

After you efficiently register the duty, the automation will run, and you will note CSV recordsdata getting created in your S3 bucket. In our use case, we set the speed expression as 1 day. Nonetheless, you need to use a lesser frequency similar to 1 hour and even 5 minutes to check the performance.

Create a database within the AWS Glue Knowledge Catalog

Earlier than you’ll be able to create an AWS Glue crawler, you could create a database within the Knowledge Catalog, which is a container that holds tables. You utilize databases to prepare your tables into separate classes. In our use case, assist circumstances information resides in an S3 bucket.

  1. On the AWS Glue console, create a brand new database.
  2. For Title, enter a reputation (for instance, aws_support_cases).
  3. Add an non-obligatory location and outline.
  4. Select Create database.

For extra details about AWS Glue databases, check with Working with databases on the AWS Glue console.

Create a customized classifier

Crawlers invoke classifiers to deduce the schema of your information. We have to create a customized classifier as a result of once we extract the assist circumstances, each column in a possible header parses as a string information sort. When creating your classifier, select Has headings and add the next:


For extra data on classifiers, check with Including classifiers to a crawler in AWS Glue.

Create an AWS Glue crawler

To create a crawler that reads recordsdata saved on Amazon S3, full the next steps:

  1. On the AWS Glue console, within the navigation pane, select Crawlers.
  2. On the Crawlers web page, select Add crawler.
  3. For Crawler identify, enter assist circumstances extract, then select Subsequent.
  4. For the crawler supply sort, select Knowledge shops, then select Subsequent.

Now let’s level the crawler to your information.

  1. On the Add an information retailer web page, select the Amazon S3 information retailer.
  2. For Crawl information in, select Specified path on this account.
  3. For Embrace path, enter the trail the place the crawler can discover the assist circumstances information, which is s3://S3_BUCKET_PATH. After you enter the trail, the title of this discipline adjustments to Embrace path.
  4. Select Subsequent.

The crawler additionally wants permissions to entry the information retailer and create objects within the Knowledge Catalog.

  1. To configure these permissions, select Create an IAM function. The IAM function identify begins with AWSGlueServiceRole-; you enter the final a part of the function identify (for this publish, we enter Crawlercases).
  2. Select Subsequent.

Crawlers create tables in your Knowledge Catalog. Tables are contained in a database within the Knowledge Catalog.

  1. Select Goal database and choose the database you created.

Now we create a schedule for the crawler.

  1. For Frequency, select Every day
  2. Select Subsequent.
  3. Confirm the alternatives you made. When you see any errors, you’ll be able to select Edit to return to earlier pages and make adjustments.
  4. After you’ve reviewed the data, select End to create the crawler.

For extra data on creating an AWS Glue crawler, check with Including an AWS Glue crawler.

Create views in Athena

After the AWS Glue crawler is configured efficiently, we question the information from the database and desk created by the crawler and create views in Athena. The info supply for the dashboard will likely be an Athena view of your current support_cases database. We create a view in Athena with a bunch by situation.

Create the view case_summary_view by modifying the desk identify support_cases from the next code and run the question within the Athena question editor:

CREATE OR REPLACE VIEW "case_summary_view" AS SELECT DISTINCT DisplayId caseid , SourceAccountId accountid , Topic case_subject , Standing case_status , ServiceCode case_service , CategoryCode case_category , CAST("substring"(TimeCreated, 1, 10) AS date) case_created_on FROM "AwsDataCatalog"."aws_support_cases"."aws_support_cases_report" GROUP BY DisplayId, SourceAccountId, Topic, Standing, ServiceCode, CategoryCode, SeverityCode, TimeCreated

Visualize AWS assist circumstances in QuickSight

After we create the Athena view, we are able to create a dashboard in QuickSight. Earlier than connecting QuickSight to Athena, be sure that to grant QuickSight entry to Athena and the related S3 buckets in your account. For particulars, check with Authorizing connections to Amazon Athena.

  1. On the QuickSight console, select Datasets within the navigation pane.
  2. Select New dataset.
  3. Select Athena as your information supply.
  4. For Knowledge supply identify¸ enter AWS_Support_Cases.
  5. Select Create information supply.
  6. For Database, select the aws_support_cases database, which accommodates the views you created (check with the Athena console if you’re not sure which of them to pick out)
  7. For Tables, choose the case_summary_view desk that we created as a part of the steps in Athena.
  8. Select Edit/Preview information.
  9. Choose SPICE to vary your question mode.

Now you’ll be able to create the sheet aws_support_cases within the evaluation.

  1. Select Publish & Visualize.
  2. Choose the sheet sort that you really want (Interactive sheet or Paginated report). For this publish, we choose Interactive sheet.
  3. Select Add.

Discuss with Beginning an evaluation in Amazon QuickSight for extra details about creating an evaluation.

  1. In Sheet 1 of the newly created evaluation, beneath Fields checklist, select case_category and case_status.
  2. For Visible sorts, select a clustered bar combo chart.

The sort of visible returns the depend of information by case class.

  1. So as to add extra visuals to the workspace, select Add, then Add visible.

Within the second visible, we create a donut chart with the sector case_status to depend the variety of general circumstances.

  1. Subsequent, we create a phrase cloud to show how typically AWS assist circumstances have been raised by which AWS account.

The phrase cloud exhibits the highest 100 accounts by default (if in case you have information for a couple of account) and shows the account with the utmost variety of entries in a better font dimension. When you wished to indicate simply the highest account, you would need to configure a prime 1 filter.

  1. Subsequent, we create a stacked bar combo chart to show circumstances with service sort, utilizing the fields case_created_on, caseid, and case_service.
  2. Subsequent, we create a desk visible to show all case particulars in desk format (choose all accessible fields).

The next screenshot exhibits a visualization of all fields of assist circumstances in tabular format.

19. Modify the dimensions and place of the visuals to suit the structure of your evaluation.

The next screenshot exhibits our ultimate dashboard for assist circumstances.

You’ve now arrange a completely useful AWS assist circumstances dashboard at an organizational view. You may share the dashboard along with your cloud platform and operations groups. For extra data, check with Sharing Amazon QuickSight dashboards.

Clear up

Whenever you don’t want this dashboard anymore, full the next steps to delete the AWS sources you created to keep away from ongoing fees to your account:

  1. Delete the Amazon S3 Bucket
  2. Delete the SNS subject.
  3. Delete the IAM roles.
  4. Cancel your QuickSight subscription. It’s best to solely delete your QuickSight account should you explicitly set it as much as observe this publish and are completely positive that it’s not being utilized by every other customers.


This publish outlined the steps and sources required to assemble a personalized analytics dashboard in QuickSight, empowering you to realize complete visibility and useful insights into assist circumstances generated throughout a number of accounts inside your group. To be taught extra about how QuickSight may also help your enterprise with dashboards, experiences, and extra, go to Amazon QuickSight.

In regards to the authors

Yash Bindlish is a Enterprise Assist Supervisor at Amazon Net Providers. He has greater than 17 years of trade expertise together with roles in cloud structure, techniques engineering, and infrastructure. He works with International Enterprise clients and assist them construct, scalable, trendy and price efficient options on their development journey with AWS. He loves fixing complicated issues along with his solution-oriented strategy.

Shivani Reddy is a Technical Account Supervisor (TAM) at AWS with over 12 years of IT expertise. She has labored in a wide range of roles, together with software assist engineer, Linux techniques engineer, and administrator. In her present function, she works with international clients to assist them construct sustainable software program options. She loves the shopper administration side of her job and enjoys working with clients to resolve issues and discover options that meet their particular wants.

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