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What it does itself, what IT has to approve, and what it never does, explained with real chats.",[246,252,256,261,267,288,300,352,356,368,372,394,398,404,440,444,448,454,458,500,504,510,514,533,537,557,561,578,620,661,665,669,673,677,681,684,688,692,696,700],{"type":247,"children":248},"paragraph",[249],{"type":250,"text":251,"bold":21},"text","An AI that is allowed to do everything is not support. It is a risk with a chat window.",{"type":247,"children":253},[254],{"type":250,"text":255},"As soon as an AI agent can run commands on the device, the most important question is no longer “What can it do?” but “What is it allowed to do on its own?” In SuperSupport, the answer has three parts: some things the agent does itself, some only with approval, and some never. Here is what that looks like in real chats.",{"type":257,"level":25,"children":258},"heading",[259],{"type":250,"text":260},"What does the agent do itself?",{"type":247,"children":262},[263,265],{"type":250,"text":264,"bold":21},"Everything that only looks, plus harmless, reversible steps.",{"type":250,"text":266}," From our agent's chats:",{"type":268,"format":269,"children":270},"list","unordered",[271,276,280,284],{"type":272,"children":273},"list-item",[274],{"type":250,"text":275},"“Which programs are using the most memory right now?” – checking processes.",{"type":272,"children":277},[278],{"type":250,"text":279},"“How much space is left on the system drive?” – checking drives.",{"type":272,"children":281},[282],{"type":250,"text":283},"“The printer isn't printing.” – listing printers, looking at the queue, sending a test page.",{"type":272,"children":285},[286],{"type":250,"text":287},"“When was the computer last restarted?” – reading the uptime.",{"type":247,"children":289},[290,292,298],{"type":250,"text":291},"Reading does no harm. That is exactly why it is the agent's most common step. See ",{"type":293,"url":294,"children":295},"link","\u002Fen\u002Fblog\u002Fwhat-employees-ask-it-support",[296],{"type":250,"text":297},"What employees really ask IT support",{"type":250,"text":299},".",{"type":301,"image":302,"children":349},"image",{"id":303,"documentId":304,"name":305,"alternativeText":306,"caption":10,"width":307,"height":308,"formats":309,"hash":344,"ext":313,"mime":314,"size":345,"url":346,"previewUrl":10,"provider":347,"createdAt":348,"updatedAt":348},2055,"czlz0qjke7dwsatextcwwp78","ki-it-support-freigabe-4-augen-prinzip-glance-en.webp","AI in IT Support: Approval by the Four-Eyes Principle – at a glance",1200,765,{"thumbnail":310,"large":320,"small":328,"medium":336},{"name":311,"hash":312,"ext":313,"mime":314,"path":10,"width":315,"height":316,"size":317,"sizeInBytes":318,"url":319},"thumbnail_ki-it-support-freigabe-4-augen-prinzip-glance-en.webp","thumbnail_ki_it_support_freigabe_4_augen_prinzip_glance_en_e97d121bfd",".webp","image\u002Fwebp",245,156,3.22,3218,"\u002Fuploads\u002Fthumbnail_ki_it_support_freigabe_4_augen_prinzip_glance_en_e97d121bfd.webp",{"name":321,"hash":322,"ext":313,"mime":314,"path":10,"width":323,"height":324,"size":325,"sizeInBytes":326,"url":327},"large_ki-it-support-freigabe-4-augen-prinzip-glance-en.webp","large_ki_it_support_freigabe_4_augen_prinzip_glance_en_e97d121bfd",1000,638,23.55,23554,"\u002Fuploads\u002Flarge_ki_it_support_freigabe_4_augen_prinzip_glance_en_e97d121bfd.webp",{"name":329,"hash":330,"ext":313,"mime":314,"path":10,"width":331,"height":332,"size":333,"sizeInBytes":334,"url":335},"small_ki-it-support-freigabe-4-augen-prinzip-glance-en.webp","small_ki_it_support_freigabe_4_augen_prinzip_glance_en_e97d121bfd",500,319,9.29,9286,"\u002Fuploads\u002Fsmall_ki_it_support_freigabe_4_augen_prinzip_glance_en_e97d121bfd.webp",{"name":337,"hash":338,"ext":313,"mime":314,"path":10,"width":339,"height":340,"size":341,"sizeInBytes":342,"url":343},"medium_ki-it-support-freigabe-4-augen-prinzip-glance-en.webp","medium_ki_it_support_freigabe_4_augen_prinzip_glance_en_e97d121bfd",750,478,16.12,16118,"\u002Fuploads\u002Fmedium_ki_it_support_freigabe_4_augen_prinzip_glance_en_e97d121bfd.webp","ki_it_support_freigabe_4_augen_prinzip_glance_en_e97d121bfd",31.86,"\u002Fuploads\u002Fki_it_support_freigabe_4_augen_prinzip_glance_en_e97d121bfd.webp","local","2026-10-11T06:45:13.253Z",[350],{"type":250,"text":351},"",{"type":257,"level":25,"children":353},[354],{"type":250,"text":355},"What needs approval?",{"type":247,"children":357},[358,360,362,367],{"type":250,"text":359,"bold":21},"Everything that changes the system.",{"type":250,"text":361}," A real case: a wireless headset kept losing its connection at the docking station. The agent found that USB power saving was the likely cause. But it did not simply change the setting. The step changes the system, so it was submitted as an action. See ",{"type":293,"url":363,"children":364},"\u002Fen\u002Fblog\u002Fheadset-disconnects-docking-station",[365],{"type":250,"text":366},"Headset loses connection at the docking station",{"type":250,"text":299},{"type":247,"children":369},[370],{"type":250,"text":371},"Typical candidates for approval:",{"type":268,"format":269,"children":373},[374,378,382,386,390],{"type":272,"children":375},[376],{"type":250,"text":377},"Power and security settings,",{"type":272,"children":379},[380],{"type":250,"text":381},"drivers and updates,",{"type":272,"children":383},[384],{"type":250,"text":385},"registry changes,",{"type":272,"children":387},[388],{"type":250,"text":389},"installations,",{"type":272,"children":391},[392],{"type":250,"text":393},"services that affect other programs.",{"type":257,"level":25,"children":395},[396],{"type":250,"text":397},"What does the approval look like?",{"type":247,"children":399},[400,402],{"type":250,"text":401,"bold":21},"As a card in the chat, not as a checkbox somewhere in the background.",{"type":250,"text":403}," In SuperSupport it is titled “Approval required (four-eyes principle)” and shows:",{"type":268,"format":269,"children":405},[406,412,418,425,432],{"type":272,"children":407},[408,410],{"type":250,"text":409,"bold":21},"what",{"type":250,"text":411}," is to be changed on the device,",{"type":272,"children":413},[414,416],{"type":250,"text":415,"bold":21},"why",{"type":250,"text":417},",",{"type":272,"children":419},[420,422,424],{"type":250,"text":421},"whether the action is ",{"type":250,"text":423,"bold":21},"reversible",{"type":250,"text":417},{"type":272,"children":426},[427,429,431],{"type":250,"text":428},"how long the approval is ",{"type":250,"text":430,"bold":21},"valid",{"type":250,"text":417},{"type":272,"children":433},[434,436,438],{"type":250,"text":435},"the ",{"type":250,"text":437,"bold":21},"concrete command",{"type":250,"text":439}," that would be run.",{"type":247,"children":441},[442],{"type":250,"text":443},"Below it are two buttons: “Approve action” and “Reject.” If the time runs out, the approval expires. Nobody approves anything blindly, because the command is visible.",{"type":257,"level":25,"children":445},[446],{"type":250,"text":447},"What does the agent never do?",{"type":247,"children":449},[450,452],{"type":250,"text":451,"bold":21},"Anything destructive, accounts, and infrastructure.",{"type":250,"text":453}," A real chat: someone wrote “vssadmin delete shadows.” The command deletes all shadow copies, that is, the Windows restore points. This is exactly what attackers do before encrypting. The agent's answer began with “STOP. This is a high-risk command,” explained why, and asked about the actual goal.",{"type":247,"children":455},[456],{"type":250,"text":457},"In addition, there are areas the agent does not touch on principle:",{"type":268,"format":269,"children":459},[460,470,480,490],{"type":272,"children":461},[462,464,469],{"type":250,"text":463},"Passwords – see ",{"type":293,"url":465,"children":466},"\u002Fen\u002Fblog\u002Fai-password-reset-active-directory",[467],{"type":250,"text":468},"Why no password resets by AI",{"type":250,"text":417},{"type":272,"children":471},[472,474,479],{"type":250,"text":473},"user accounts – see ",{"type":293,"url":475,"children":476},"\u002Fen\u002Fblog\u002Fai-user-management-microsoft-365",[477],{"type":250,"text":478},"Why no user management by AI",{"type":250,"text":417},{"type":272,"children":481},[482,484,489],{"type":250,"text":483},"firewall – see ",{"type":293,"url":485,"children":486},"\u002Fen\u002Fblog\u002Fai-firewall-configuration",[487],{"type":250,"text":488},"Why no firewall changes by AI",{"type":250,"text":417},{"type":272,"children":491},[492,494,499],{"type":250,"text":493},"servers – see ",{"type":293,"url":495,"children":496},"\u002Fen\u002Fblog\u002Fai-helpdesk-server-restart",[497],{"type":250,"text":498},"Why no server maintenance by AI",{"type":250,"text":299},{"type":257,"level":25,"children":501},[502],{"type":250,"text":503},"Why not just automate everything?",{"type":247,"children":505},[506,508],{"type":250,"text":507,"bold":21},"Because a mistake on the device costs more than an approval.",{"type":250,"text":509}," An approval costs one click. A wrongly changed security setting can cost days, or trigger an incident. The four-eyes principle makes sure the AI is fast where it is harmless and careful where it matters.",{"type":257,"level":25,"children":511},[512],{"type":250,"text":513},"And who decides what belongs where?",{"type":247,"children":515},[516,518,520,525,527,532],{"type":250,"text":517,"bold":21},"IT.",{"type":250,"text":519}," For in-house and third-party software, IT describes in runbooks which checks and fixes are allowed and who has to approve. See ",{"type":293,"url":521,"children":522},"\u002Fen\u002Fblog\u002Frunbook-it-support-line-of-business-software",[523],{"type":250,"text":524},"Runbooks in IT support",{"type":250,"text":526},". Every step and every approval is recorded in the case. 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