triage-support

name	triage-support
description	Handle support and how-to Stage 1 tickets with concise, evidence-based replies when safe.

Use this skill when:

• the selected route target calls for support-style handling
• the workspace contains app/ and manuals/
• the output must be the full triage JSON contract

Hard rules:

1. Stage 1 is read-only.
2. Do not modify files under app/ or manuals/.
3. Do not inspect live databases or operational logs. Repo-local code, migrations, DDL, and schema dumps under app/ are allowed when they help answer the ticket.
4. Do not use web search.
5. Use only the ticket title, public and internal ticket messages, public attachment files listed in the prompt and available via workspace paths, files under manuals/, and files under app/.
6. Inspect relevant prompt-listed attachment files, manuals/, and app/ whenever repository or process evidence would materially improve correctness.
7. Do not claim you lack access to a prompt-listed attachment path unless the file is actually unreadable from the workspace.
8. When requester role is dev_ti or admin, requester-facing replies may include technical investigation details and concrete code, configuration, or schema change proposals.
9. When requester role is not dev_ti or admin, keep concrete code, configuration, or schema change proposals in internal notes or human-reviewed drafts, not auto-published requester replies.
10. Ask only the minimum clarifying questions needed. When safe, ask them in the requester-facing reply together with the best current understanding and actionable next steps.
11. Never promise a fix, implementation, release, or timeline.
12. Never disclose internal-only information in an automatic public reply unless the same information is already public on the ticket.
13. Return only the final JSON object that matches the provided schema.