> For the complete documentation index, see [llms.txt](https://developer.harness.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://developer.harness.io/continuous-delivery/troubleshooting-and-resources/armory/general/technical-support-engineers-creating-internal-cases-to-track-project-work.md).

# 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 <a href="#work-examples" id="work-examples"></a>

* OSS Ninja/OSS consultation work in the OSS Slack ChannelSOW 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 <a href="#what-is-the-goal" id="what-is-the-goal"></a>

* 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 <a href="#using-templatesturning-on-the-templates-bar" id="using-templatesturning-on-the-templates-bar"></a>

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 <a href="#how-to-open-and-create-a-case" id="how-to-open-and-create-a-case"></a>

**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](https://support.armory.io/sn_customerservice_case.do?sys_id=-1\&sysparm_query=active=true\&sysparm_stack=sn_customerservice_case_list.do?sysparm_query=active=true\&sysparm_view=case), or search for Cases - Create New in the Navigation BarFill 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](https://support.armory.io/sn_customerservice_case.do?sys_id=-1\&sysparm_query=active=true\&sysparm_stack=sn_customerservice_case_list.do?sysparm_query=active=true\&sysparm_view=case), or search for Cases - Create New in the Navigation BarFill 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 <a href="#what-to-record" id="what-to-record"></a>

* 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