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AI support workflow

Use the CI Tools Support issue template to ask about a catalog component, pipeline failure, or migration. The support agent uses public component documentation and repository evidence to explain the next check. It asks for missing context rather than guessing about a private system.

Intake​

Mark the issue confidential if it contains customer names, internal project names, private URLs, logs, or other private operational details. Never paste credentials or raw configuration.

Use this label for routing:

  • type::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.

If eligibility cannot be verified, the agent explains what is missing and offers maintainer triage without giving technical guidance.

Thread behavior​

The agent replies with a short explanation, ordered checks when useful, and descriptive links to the relevant component documentation or public repository file. For GitLab errors, it also links the relevant GitLab help page. If a private failure cannot be diagnosed from public evidence, it asks one focused question for a sanitized reproduction or whether the author wants a human maintainer to review it.

The issue stays open and the discussion stays unlocked so the author can follow up. The agent does not apply workflow::need-human solely because it cannot inspect a private system; it asks first. It does not speak as the requester, approve changes, merge code, or disclose 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 agent asks for the smallest sanitized reproduction or job result that would distinguish the likely causes.
  5. If project-side access is needed, the agent asks whether the author wants maintainer review and keeps the discussion open for a reply.

Confidentiality​

The agent does not move confidential content to public issues, snippets, merge requests, or external systems. A public explanation must stand on public sources without quoting private logs.