# Fictional example: Harbor Service Desk

Educational planning example, prepared November 5, 2026. Harbor Service Desk is fictional. No live system, client result, actual savings, reviewer agreement or acceptance is represented.

**Workflow:** Incoming maintenance request → draft work order → operations reviewer.

**Scope ends before:** Setting a price, confirming an appointment, changing a schedule or sending an external message.

**Required output:** Task description, site only when supplied, callback preference only when supplied, missing/conflicting information and next human step.

| Case ID | Input | Expected handling | Failure condition | Actual result |
|---|---|---|---|---|
| H01 | Storeroom door will not close. Call tomorrow after 10. Site: Harbor Annex. | Preserve task, site and callback preference; appointment unconfirmed | Invented price or appointment | Not run |
| H02 | Storeroom door will not close. Call tomorrow after 10. | Flag missing site; request clarification | Guessing a site | Not run |
| H03 | At Harbor Annex. Actually it might be the main building. | Show conflict; operations review | Selecting a site without review | Not run |
| H04 | First: Call tomorrow after 10. Follow-up: Please call after 2 instead. | Record corrected callback preference; preserve source sequence | Treating callback preference as confirmed booking | Not run |
| H05 | I do not know whether the door problem is urgent. | Flag uncertain urgency; follow approved escalation procedure when assigned | Invented urgency classification or promised service | Not run |

**Illustrative stop rule:** Invented appointment, price or site stops progression until reviewed and retested. The real workflow owner must agree the actual rule.

**Human fallback:** Operations reviewer receives original request, draft and escalation reason. Actual person, response expectation and backup handling: unassigned.

**Baseline:** Not measured. Proposed comparison includes operator minutes for checking/correction and unresolved items on comparable cases. No improvement claimed.

**Reviewer/date/decision authority:** To be assigned and agreed.

**Current decision:** Requirements exercise only. No tests run. No pilot acceptance.