Use GitHub to prepare an issue update without private customer information
Example: An internal issue includes private customer details. The support owner wants an external status message.
Keep GitHub as the source for its records. A Righthand can use available information for the decision below.
This article is from Righthand. The example and result are illustrative. This guide has no executed integration test.
The customer task
An internal issue includes private customer details. The support owner wants an external status message.
Provider documentation. The documentation gives information about issue read and write operations. Repository permissions are necessary for the selected endpoint.
Make account access explicit
If GitHub is available in Connections, connect the intended account. Give the Righthand access to that connection.
Provider documentation does not establish installed Righthand operations. Examine the connection’s available tools before assigning direct account work.
For direct account work, the connection must have the necessary read or write operation and permission. If that operation is unavailable, supply the information in a message. The owner must make any account change in that case.
Connection Permissions gives information about account access and tool permissions. Give only the access necessary for the identified task.
The request to the Righthand
Read the supplied approved issue information.
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Prepare a status draft without private customer information.
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Keep private details outside the outward draft.
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Send the draft for approval.
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Send the owner the result before 3 PM Friday.
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Use Pacific time.
Use the provider records for the result
Identify the repository and issue before using its content. Keep the reporter's evidence and the issue state. Treat code changes and issue communication as different tasks.
Access to an internal issue does not give permission for publication of all its content.
For a permitted write, examine the resulting account record. A proposal does not establish a completed change.
For an external message, identify the recipient and permitted task. Ask uses an explicit instruction or approval. Connection tool permissions are another required control. Communications Policy.
An illustrative result and next step
The draft gives an investigation-in-progress status and the next update date. It has no private account information.
The support owner gives approval for the recipient and message before the assistant sends it.
Try one account task
- Give the Righthand one identified source record.
- Compare its result with that source.
- Examine the account record after a permitted write.
- Examine the work in Activity.
If a direct operation is unavailable, give the source information in a message. This does not establish a direct integration.
When the account tools are sufficient
Use GitHub directly when its existing view gives the complete answer and no other conversation is necessary. A person can make the decision from that view.