Technical Support Engineers - Creating Internal Cases to Track Project Work

To properly ascertain and track internal project work, Armory Technical Support Engineers are encouraged to open cases to register their work with pre-sales customers and any internal or cross-departmental collaboration projects that may occur.

Work Examples

OSS Ninja/OSS consultation work in the OSS Slack Channel

SOW collaboration work

• Can include when working on Customer Out of Scope issues

• Mini Projects for Customers

• Assistance on other team projects such as Architectural reviews

Internal Projects

• ServiceNow Development

• Departmental improvements such as developing new methods to spin up clusters

• Developing new methods to clean up our cluster

Cross-Departmental

• Improving testing structure for Release Team

• BOB restructuring with Engineering and Product

What is the goal

• Allow Managers to see and track project involvement and time spent.

• Allow TSEs to see what projects they are working on and progress on projects and deadlines from a single location.

• A low-cost method to track and close projects once completed.

• It must NOT be a burden on TSEs to update. Ideal it to show their amount of "busyness."

Using Templates/Turning on the Templates bar

We have created some templates to help facilitate a faster case creation. To access them

• Click on the Ellipses at the top bar

• Select Toggle Template bar

• Templates are listed at the bottom of the Browser.

How to Open and Create a Case

For OSS Work

This process tracks our engagements within OSS Slack for PreSales, where we are providing "one free ticket" for customers for support and consultation.

• Open a new Case in Service now. Click on the link, or search for Cases - Create New in the Navigation Bar

Fill in the case with details, or use the Template to help fill in some of the categories ahead of time:

• Account: Armory - OSS Ninja/OSS Channel Presales

• Contact: OSS Query

• Assignment Group: Armory - Technical Support

• Assigned to: Your Name

• Customer Availability: Hours in your working time

• Feature: Spinnaker Feature involved

• Service: Spinnaker Service Involved

• Armory Version: Fill in the version information we are consulting for

• All other items can be left as default. Customers should not be added to the watch list

• Short Description: - (e.g. DirecTV - Problems with Webhook)

• Description: Full issue

To use Templates to fill in

• Open up the Template Bar

• Select OSS Ninja/Assistance Template

• Fill in the rest of the data that needs to be filled in as advised above

• Save/submit the new case

For Internal Project Work

This process is for issues we are working on either internally in Support or for cross-departmental topics including, but not exclusive to:

• Work on SOWs / Architecture reviews

• New process/new technology documentation and discovery

• Improving internal functions (e.g., AWS cost reduction, enhancing PagerDuty, etc.)

• Open a new case in Service Now. Click on the link, or search for Cases - Create New in the Navigation Bar

Fill in the case with details, or use the Template to help fill in some of the categories ahead of time:

• Account: Armory - Technical Support Projects

• Contact: TSE Internal Projects

• Assignment Group: Armory - Technical Support

• Assigned to: Your Name

• Customer Availability: Hours in your working time

• Feature: Spinnaker Feature involved

• Service: Spinnaker Service Involved

• Armory Version: Fill in the version information

• All other items can be left as default. Customers should not be added to the watch list

• Short Description: - (e.g. DirecTV - Problems with Webhook)

• Description: Full issue

To use Templates to fill in

• Open up the Template Bar

• Select TSE - Internal Projects

• Fill in the rest of the data that needs to be filled in as advised above

• Save/submit the new case

What to record

• It is suggested to track significant interactions, but since these are internal notes in case someone else needs to pick back up the exchange, they do not have to be "customer facing"

• Please note that new issues Absolutely must be in new cases. Part of the effort is to track Support Efforts for these situations, and have a correct record of projects or OSS PreSales customer interactions

• Recommended to link to any important or relevant documentation