On this page 8 steps
GET READY
Before you start
- Included access
- Included with the AI products
- Trident product
- Insights or Automation (Act)
- What this does
- Changes supported records after review and approval
- An issue you want to resolve, ideally in the same AI conversation where it occurred.
- A working Trident connection for assisted checks. If it cannot connect, contact Neptune directly instead.
Draft support workflow: documented guidance is available here; automated diagnostic access and troubleshooting features depend on the installed Trident version. No automatic support submission or permission to change JobBOSS records.
IN YOUR AI CONVERSATION
Start with this request
Using Trident, help me with this problem.
Adapt the example to your own records and outcome. The guide does not run the request.
FOLLOW THE WORKFLOW
One step at a time.
Read what happens, what you provide and the result to look for. Use the step reference when you need help.
- 01
HELP-01
Start Trident Help
Ask your AI to help with the problem using Trident. This is a guided troubleshooting request, not permission to change records.
Your part
Say: “Using Trident, help me with this problem.”
Look for this result
You have a clear starting point for checking what went wrong.
Need help at this step?
If Trident cannot connect, contact Neptune directly. You do not need a diagnostics package to request help with a broken connection.
- 02
HELP-02
Understand the goal and problem
Explain what you were trying to do, what you expected, and what happened instead. Reuse relevant details already in the conversation.
Your part
Confirm or correct the concise issue description; give one specific example if needed.
Look for this result
The intended business outcome and actual result are stated clearly.
Need help at this step?
You do not need to diagnose the technical cause or repeat context the AI already has.
- 03
HELP-03
Identify the workflow
Identify the affected Skill, version and step if available; otherwise describe the Trident, API or JobBOSS operation.
Your part
Confirm the workflow or function being discussed.
Look for this result
The problem is associated with the right workflow or general capability.
Need help at this step?
Not every issue belongs to a standard Skill. Use the relevant documented function when none applies.
- 04
HELP-04
Check the documented workflow
Compare the result with the public guide, setup requirements, access permissions and supported process.
Your part
Review the documented expectation and check any relevant prerequisites.
Look for this result
A documented usage or configuration issue is identified or ruled out.
Need help at this step?
Do not work around validation or permissions. A draft guide is not proof of an installed capability.
- 05
HELP-05
Inspect scoped diagnostics
Where the installed Trident version supports it, review limited, sanitized diagnostic information relevant to this problem.
Your part
Confirm the issue scope and review the evidence summary; do not send raw credentials or unrelated logs.
Look for this result
Relevant error details or activity context help explain the failure.
Need help at this step?
If scoped diagnostics are unavailable, continue with the evidence you have or contact Neptune directly.
- 06
HELP-06
Try the supported resolution
Follow the documented correction or repeat an appropriate step within existing approval rules.
Your part
Review any action affecting records before approving; stop if the proposed change is unclear.
Look for this result
A safe correction or controlled retry is completed.
Need help at this step?
Do not use speculative fixes, bypass validations or repeat an unsuccessful attempt indefinitely.
- 07
HELP-07
Verify the result
Check that the intended business outcome now works, not merely that the error message disappeared.
Your part
Confirm whether the result is correct in JobBOSS and whether anything remains unresolved.
Look for this result
The issue is confirmed resolved or remains open with the evidence preserved.
Need help at this step?
Keep what you tried and the outcomes available for the next support step.
- 08
HELP-08
Escalate when needed
If troubleshooting cannot resolve the issue, continue to the Support Collector using the context already gathered.
Your part
Ask the AI to prepare a support package, or contact Neptune directly if Trident cannot run.
Look for this result
A clear next step is available without re-entering the entire problem.
Need help at this step?
No automatic ticket is opened; you choose when and how to contact Neptune.
WHEN YOU FINISH
The expected result
Either the expected business outcome is verified or a clear issue summary and prior checks are ready for support escalation.
KEEP THE NEXT QUESTION FOCUSED
Where to go next.
← Back to Skills & TrainingTRN-007 · Guide/draft Skill version 0.1 · Reviewed 2026-11-04. Confirm the installed Skill version when reporting an execution problem.