A secure assistant for matching Alibaba Cloud issues, drafting redacted tickets, and managing Workorder support cases from conversation.
Install & Download
1. ClawHub CLI
The fastest way to install a skill directly from the registry.
npx clawhub@latest install alibabacloud-support
2. Manual Installation
Copy the skill folder to one of these locations
~/.openclaw/skills/ <project>/skills/ Priority: Workspace > Local > Bundled
3. Prompt Installation
Copy this prompt to OpenClaw to install it automatically.
Help me install alibabacloud-support using Clawhub. If Clawhub is not installed, install it first (npm i -g clawhub).
Prefer to download?
Get the raw skill files in a ZIP archive.
What is Alibaba Cloud Support Ticket Assistant?
The Alibaba Cloud Support Ticket Assistant helps customers create and manage Alibaba Cloud Workorder tickets without manually navigating the support console. It matches reported problems against verified ticket rules, builds a redacted draft, resolves live product categories, and supports ticket creation, status checks, replies, closure, and evaluations.
Designed for Openclaw Skills workflows, every cloud operation runs through the bundled Python client and the Alibaba Cloud CLI. The skill protects credentials, requires explicit confirmation for each write, avoids duplicate submissions, and continues with a documented generic template when optional rule sources are unavailable.
Alibaba Cloud Support Ticket Assistant Use Cases
- Submit a new Alibaba Cloud or Aliyun support ticket for a reported service problem.
- Escalate a troubleshooting issue to human Alibaba Cloud support.
- List recent support tickets and inspect ticket status.
- Retrieve an engineer reply and present it without rewriting the original message.
- Add information to an existing support case through a confirmed reply.
- Close a resolved ticket or submit a 1–5 rating with an explicit solved status.
- Generate a local, non-blocking draft when the Alibaba Cloud CLI is unavailable.
- Use Openclaw Skills automation for one-ticket-at-a-time support workflows without exposing AccessKey secrets.
How Alibaba Cloud Support Ticket Assistant Works
- Run a quiet readiness check with
doctor, inspect self-update status, and attempt a best-effort rules update. - Confirm that the Python runtime, Alibaba Cloud CLI, Workorder plugin, credential chain, and skill manifest are usable before cloud-dependent operations.
- Match the customer’s problem against pinned GitHub rules, an official OSS fallback, a verified cached snapshot, or the built-in generic template.
- Collect only useful non-secret details, ask at most one clarifying question when appropriate, and keep the workflow moving when optional fields are missing.
- Generate a validated and redacted draft with documented defaults such as
cn-hangzhouandGeneral issuewhen values were not provided. - Query the live Alibaba Cloud product catalog and category list for every ticket creation; category IDs are never persisted for reuse.
- Prepare a complete
preview-*response showing the normalized title, category, severity, body, and client request identifier. - Wait for explicit customer confirmation, then replay the exact preview content with its single-use confirmation token.
- Create, reply to, evaluate, or close one ticket at a time, using bounded timeouts and no automatic retries for writes.
- Reconcile an indeterminate ticket creation through narrowly scoped
ListTicketsandGetTicketqueries, and return a clickable ticket URL only after the result is verifiable.
Alibaba Cloud Support Ticket Assistant Setup
Requirements
- Python 3.9 or newer.
- Alibaba Cloud CLI with the Workorder product plugin for catalog and ticket API operations.
- macOS, Linux, or Windows.
- Credentials configured through the Alibaba Cloud CLI default credential chain; the skill never stores or prints credentials.
Install the CLI when the customer has explicitly consented:
brew install aliyun-cli
Configure OAuth only in the customer’s own interactive terminal:
aliyun configure --mode OAuth --profile default
Do not have the agent execute the OAuth flow, capture the authorization URL, or read browser session data. Install or repair the CLI only after separate, explicit customer approval.
Run the readiness checks from the skill directory:
python3 scripts/aliyun_support.py doctor
python3 scripts/aliyun_support.py self-update status
python3 scripts/aliyun_support.py rules update
Optional configuration variables include:
ALIBABACLOUD_SUPPORT_HOME: Local cache, token, and update-state directory.ALIBABACLOUD_SUPPORT_RULES_OSS_URL: Official OSS rule source override.ALIBABACLOUD_SUPPORT_RULES_OSS_PREFIX: OSS object prefix override.ALIBABACLOUD_SUPPORT_CLI_PATH: Absolute path to the Alibaba Cloud CLI.ALIBABACLOUD_SUPPORT_CLI_ENCODING:utf-8orgb18030CLI output decoding.ALIBABA_CLOUD_REGION_ID: CLI region, defaulting tocn-hangzhou.SKILL_SESSION_ID: Optional 32-character hexadecimal tracing identifier.
Continue to catalog and ticket operations only when readiness.readyForTicketOperations is true. On Windows, use py scripts/aliyun_support.py ... and pass UTF-8 files instead of copying macOS or Linux heredoc commands.
Alibaba Cloud Support Ticket Assistant Data Schema & Taxonomy
Command and input model
| Area | Data and constraints |
|---|---|
| Matching | Customer input from a file or stdin; optional product; returns a confident issue type or a generic fallback. |
| Drafting | JSON containing product, issue type, summary, impact, steps tried, and collected values. Sensitive credentials cause drafting to stop. |
| Catalog | Product name, language, product ID, and category keyword; category IDs are resolved live and not persisted. |
| Ticket creation | Category ID, title, severity 1 or 2, redacted content, and a single-use confirmation token. |
| Follow-up | Ticket ID, reply content, evaluation score 1–5, solved boolean, and close confirmation. |
| Listing | Date window from 1–3650 days, page number, page size from 10–100, keyword, or ticket ID. |
Local files and metadata
references/manifest.jsonis the mandatory source for the semantic skill version used in every Workorder User-Agent.references/ram-policies.mddocuments permissions and least-privilege requirements.references/api-reference.mddefines the nine Workorder operations and response envelopes.references/error-handling.mddefines exit codes,Successsemantics, and create reconciliation behavior.references/rule-sources.mddocuments the pinned GitHub source, OSS fallback, integrity checks, cache layout, and generic template.- The local support home stores verified rule snapshots, confirmation state, and update transactions with
0600permissions. - Rule snapshots contain direct
products/*.jsonobjects plus a manifest containing the file set, SHA-256 digests, and sizes. - Confirmation tokens are expiring local handles, valid for 30 minutes, bound to exact preview bytes, and never credentials.
- Every CLI call carries the skill name, semantic version, and 32-character session ID in the User-Agent.
- Customer problems, drafts, replies, credentials, and collected values are never uploaded to rule sources or written into the rule cache.
Alibaba Cloud Support Ticket Assistant Advanced Features
- Pinned GitHub-first rule loading with anonymous HTTPS OSS fallback, integrity validation, cached snapshots, and a built-in generic template.
- Validated self-update checks that require a strictly higher version and maintain rollback metadata with SHA-256 verification.
- Exact preview-to-write binding using expiring, single-use confirmation tokens.
- Automatic reconciliation for ambiguous
CreateTicketresults without unsafe retries. - Redaction and secret detection for AccessKey secrets, tokens, cookies, authorization headers, passwords, and private keys.
- Live catalog resolution for products and categories on every ticket creation.
- Readiness and capability diagnostics that distinguish missing CLI, authentication, permission, network, and manifest failures.
- Machine-readable JSON on stdout with degradation and progress details on stderr.
- Session-aware observability through propagated User-Agent and
SKILL_SESSION_IDvalues. - Status revalidation before reply, evaluation, or closure to prevent writes against terminal tickets.
- Verbatim engineer-reply retrieval, clickable ticket URLs, bounded pagination, explicit timeouts, and zero batch operations.
- Safe fallback to local drafts or the Alibaba Cloud console when CLI installation, local argument exposure, attachments, or authentication cannot meet the workflow’s safety boundaries.
SKILL.md
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