STACKPILOT / FIELD MANUALSManual 031 · published educational guide

End-user support · intake preparation · human authority

Prepare the handoff.
Do not touch the system.

Use AI to turn supplied, minimum-necessary labels into a support-intake review packet—without access, diagnosis, resets, ticketing, messages, or any external action.

Start the local worksheetSee the safe route

Answer first

Treat AI as a blank-form preparation assistant, not a support technician.

Computer User Support Specialists commonly assist users, address technical questions, maintain records, refer major problems, and train users. Those responsibilities require real context and authorized judgment. This manual limits AI to organizing supplied labels, preserving what is unknown, and drafting questions for the humans who may verify, diagnose, decide, communicate, or act.

Educational workflow design only. Organization policy, contracts, sector rules, security requirements, accessibility obligations, and professional judgment control. Nothing here authorizes access or action.

Mission outcome

Leave with one useful packet

Output 01

Source register

Keep source label, owner, time/version, purpose, and access state attached to every supplied item.

Output 02

Unknowns ledger

Mark missing authority, identity-verification status, policy, source version, and next owner. Never fill gaps by guesswork.

Output 03

Review receipt

Create a local needs_review result that names questions and stops before any support action.

Field map

The five-step safe route

Set the boundary

Write a fictional or approved scope label, the stated purpose, and an explicit “no access/no action” rule.

Output: scope + purpose label

Register supplied context

Record only labels: source, owner, version/time, issue family, and allowed data state. Do not paste ticket text, credentials, screenshots, logs, names, or device details.

Output: source register

Expose uncertainty

Mark authorization, identity-verification, data classification, and required policy as known, unknown, or conflicting.

Output: unknown/conflict log

Map human authority

Name the owner who may verify identity, access a system, diagnose, decide urgency, change an account, communicate, or update a ticket.

Output: authority map

Ask neutral questions

Prepare questions for the authorized owner. The terminal state is always needs_review, never “resolved.”

Output: review handoff

Safety check

The hard boundary is the product

Safe to prepare locally

AI may organize labels and questions.

  • Format an approved or fictional scope label.
  • Preserve source, owner, version/time, and stated purpose.
  • Mark supplied facts as known, unknown, or conflicting.
  • Draft neutral questions for named reviewers.
  • Create a local, non-networked needs_review receipt.

Approval + authorized human action required

AI may not become the support operator.

  • Access a device, account, ticket, log, screen, system, network, file, or identity data.
  • Diagnose, validate, classify, prioritize, or determine severity/impact.
  • Reset credentials, change configuration, remote in, install software, or update records.
  • Send, publish, notify, open/update/close a ticket, or contact anyone.
  • Purchase, procure, accept terms, deploy, or take any external action.
Fail closed: missing owner, authorization, identity-verification rule, source time/version, or policy means needs_review. “Likely” is not evidence and an incomplete label is not permission.

Roles

A narrow job card for each actor

Roles and limits
ActorMay prepareMust not decide or do
Local preparation agentOrganize supplied labels, flag missing fields, and draft neutral questions.Access, infer, diagnose, ticket, message, reset, change, or retain private material.
Intake/service ownerVerify channel, authorization, and minimum-necessary context under local policy.Delegate identity/access decisions outside their authority.
Identity / endpoint / security / privacy / records ownersReview within their own authorized scope.Assume a local worksheet is evidence, approval, or a system record.
Action ownerApprove any downstream change or communication using approved systems.Treat this guide as authorization for a new payload, recipient, account, or action.

Failure modes

Four mistakes that turn prep into unsafe support

“Paste the ticket and summarize it.”Ticket content can expose private, security-sensitive, or regulated data. Use a minimum-necessary label instead.
“Tell me whether it is urgent.”Urgency, impact, and priority require authorized judgment and context. Route the question to the named owner.
“Reset the user so they can work.”Account recovery and reset actions require identity, authorization, and approved tools. The worksheet has none.
“Send this helpful response.”Messages create commitments and may expose information. Drafting a reviewer question is not a customer communication workflow.

Runnable artifact

Build a fictional review receipt

Use labels only. This form runs entirely in the page and makes no network request or storage write. It always returns needs_review.

Primary sources

Evidence, not borrowed authority

  1. O*NET OnLine — Computer User Support Specialists (15-1232.00) (role context; Updated 2026).
  2. NIST AI 600-1 — Generative AI Profile (risk-aware AI framing; updated 2026-04-08).
  3. NIST AI RMF 1.0 (voluntary, context-specific governance framework).
  4. NIST SP 800-53 Rev. 5 Update 1 (access/control context).
  5. CISA Secure by Design (security-design context).

All source URLs were public and returned HTTP 200 on 2026-08-06. This page is original StackPilot workflow synthesis, not a mandated government procedure.