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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 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​

  • 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 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, 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​

  • 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