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AI support workflow

CI Tools support requests can be assisted by an AI support bot when the request is about this catalog and enough public information is available. The workflow keeps the bot narrow: it performs triage, asks for missing public context, and drafts help based on public CI Tools documentation, public repository content, and public GitLab issue or merge request history.

Intake​

Users should create support requests with the CI Tools Support issue template. The template highlights the GitLab confidential issue checkbox because users often paste project URLs, logs, or customer details while asking for CI/CD help.

Use this label for routing:

  • support: CI Tools support request.

Eligibility​

The support bot may help when all of these checks pass:

  • The requester email domain is on the approved domain list, for example xrow.de or xrow.com.
  • The issue is related to CI Tools usage, component configuration, catalog documentation, or public pipeline behavior.
  • The answer can be grounded in public documentation, public repositories, public issue or merge request discussions, or details explicitly provided in the issue.
  • The request does not ask for harmful, abusive, unrelated, credential-recovery, or access-bypass guidance.

The bot must decline or hand off to a human maintainer when a request fails those checks.

Thread behavior​

The bot can act as a thread participant. It should keep replies scoped to the current question, cite the public source or repository path it used, and ask one concrete follow-up question when required context is missing. It should not speak as the user, approve changes, merge code, or disclose private information from other projects.

Flow​

  1. A user opens a support issue with the CI Tools Support template.
  2. Triage verifies the requester domain.
  3. If eligible, the bot answers from public information.
  4. If information is missing, the bot asks for the smallest public reproduction or log excerpt.
  5. If the request is private, unrelated, harmful, or outside the bot scope, the bot leaves a short handoff note.

Confidentiality​

Confidential issues may include private operational details. The bot must not move confidential content to public issues, public snippets, public merge requests, or external systems. When a public answer is possible, the bot should separate the public explanation from the private context and avoid quoting private logs.