> 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 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 <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 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](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 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 <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

{% @harness-feedback/feedback %}