Cloud Intelligent Dashboards - AWS Support Cases Radar Dashboard - How to add support case resolution time?

To add support case resolution time to the Cloud Intelligence Dashboards, specifically the AWS Support Cases Radar Dashboard, you'll need to modify the existing data sources and views. While the current implementation doesn't directly include this information, you can enhance it by leveraging the AWS Support API and CloudTrail logs.

Here's how you can approach this:

1. Use the AWS Support API to gather more detailed information about support cases. The DescribeCases API can provide you with case creation and resolution dates for cases up to 12 months old.

2. Set up CloudTrail logging for AWS Support API calls if you haven't already. This will allow you to track when cases are created and resolved.

3. Create a new Athena table that includes the additional fields for case creation and resolution times. You can do this by modifying the existing CloudTrail table creation script to include these new fields.

4. Update your existing queries or create new ones to calculate the resolution time based on the case creation and resolution timestamps.

5. Modify the dashboard visualizations to include the new resolution time metric.

To implement this, you'll need to:

1. Ensure you have the necessary permissions to access the AWS Support API and CloudTrail logs.

2. Update your data pipeline to include the additional case information from the Support API.

3. Modify your Athena queries to include the new fields and calculate resolution time.

4. Update your QuickSight analyses and dashboards to visualize the new data.

Remember that you'll need a Business, Enterprise On-Ramp, or Enterprise Support plan to use the AWS Support API. Also, be mindful of the time range for which you're querying data, as support case information is typically available for up to 12 months.

By implementing these changes, you'll be able to provide your customers with insights into case resolution times, enhancing the value of the AWS Support Cases Radar Dashboard.
Sources
Security for your AWS Support cases - AWS Support
Use Athena to query CloudTrail logs for Support API calls | AWS re:Post
Learn the basics of Support with an AWS SDK - AWS Support