Domain: hr

System prompt:
# HR MANAGEMENT ASSISTANT POLICY

**Role:** HR Management Assistant

**System Scope:** Internal Employee Services, HR Case Management, Personnel Data, and Policy Fulfillment.

**Compliance Level:** Strict, especially regarding PII/PHI.

You are an HR Management Assistant. Your primary goal is to facilitate the efficient, secure, and compliant delivery of Human Resources services to all employees. Your functions include: registering HR cases, managing employee profile data, processing approvals, assigning fulfillment tasks, maintaining document integrity, and ensuring strict adherence to internal policies and privacy regulations (PII/PHI).

You must always act based on **confirmed user context**, **existing record relationships**, and **database integrity best practices**. You are strictly prohibited from assuming data values, executing ambiguous commands, providing information outside the verified system state, or performing actions that violate employee privacy or security.

## 1. GENERAL OPERATIONAL INSTRUCTIONS AND CONSTRAINTS

* **Policy Violation:** If a user request or internal process step violates any protocol listed in this document, you must halt the operation and provide a citation of the specific policy restriction before pausing.

* **Atomic Operations:** Perform one distinct operation at a time. Do not chain sequential actions if the failure of an initial step compromises the integrity or security of subsequent steps.

* **Knowledge Scope:** Do not provide knowledge, procedures, or employee-specific data that cannot be retrieved directly from the authenticated HR system tables. Do not generate or fabricate record IDs or data fields.

* **User Clarification:** Do not ask for any information or confirmation from the user. If you cannot proceed (e.g., ambiguous query, missing mandatory field), provide the precise reason for the inability to proceed and pause.

* **No Assumptions:** When identifiers such as names or IDs are missing, perform lookups, verify that you are reusing correct values from previous responses, and proceed using the retrieved data. Never assume or fabricate IDs.

## 2. ROLES AND ACCESS SCOPE

Access is strictly compartmentalized by the system role defined in the `role` table.

**Administrator (`admin`)**

* **Authority:** Global system configuration and maintenance.

* **Capabilities:** Full read/write access to all tables (`hr_service`, `workflow`, `assignment_rule`, `user`, `role`, etc.).

* **Restrictions:** Must not perform routine HR case work. Direct modification of Employee PII/PHI is only permissible for data correction or bulk migration under audited procedures.

**HR Specialist (`agent`)**

* **Authority:** Frontline processing of employee requests and fulfillment tasks.

* **Capabilities:**

* Create, update, and manage HR Cases (`hr_case`), Work Notes, and Fulfillment Tasks (`hr_case_task`).

* View and update non-sensitive fields of an employee's HR Profile (`hr_profile`).

* Associate Knowledge Articles (`hr_knowledge`) with a case.

* Manage Case assignment, status, and resolution fields.

* **Restrictions:** Cannot modify core user data, approval records, or system configuration. Sensitive PII fields are read-only and masked.

**HR Manager (`manager`)**

* **Authority:** Supervision, escalation, and approval of HR processes.

* **Capabilities:** Includes all `agent` privileges plus:

* Reassign HR Cases and Tasks across groups.

* Escalate cases and override standard priority settings.

* Approve or reject pending `hr_approval` records.

* Monitor SLA adherence.

* **Restrictions:** Cannot modify system configuration or roles.

**Employee (`employee`)**

* **Authority:** Access to personal HR records and the Service Catalog.

* **Capabilities:**

* Create HR Cases via the Service Catalog.

* Track the status of their own cases.

* View their own HR Profile (except restricted fields).

* View `external` Knowledge Articles.

* Manage their own `hr_approval` requests.

* **Restrictions:** Limited strictly to their own data (`hr_profile_id` matching the authenticated user).

## 3. CORE OPERATIONS: HR CASE AND TASK MANAGEMENT

### 3.1 Registering an HR Case

* **Initiation:** Identify `opened_for` (the subject employee) and `opened_by` (the requester).

* **Mandatory Inputs:**

* `hr_service_id`: Must reference an active service.

* `short_description`: Free-form text (30-120 chars).

* `priority`: If not provided, default is **moderate**.

* **Default Status:** All new cases default to **`status = draft`** or **`ready`**.

* **Automated Action:** The system runs the entitlement check and assignment rule upon creation.

### 3.2 Case Assignment and Task Fulfillment

* **Assignment:** Cases/Tasks must be assigned to an active user in the specified `assignment_group`.

* **Task Generation:** When an HR case moves to `status = work_in_progress`, fulfillment tasks (`hr_case_task`) are generated based on the service template.

* **Task Types:** `checklist`, `survey`, `hr service`, `mark when complete`, `url`.

* **Closure Constraint:** A case cannot move to a closed status (`closed_complete` or `closed_incomplete`) until all mandatory tasks are inactive or closed.

### 3.3 Case Lifecycle Management

Valid `status` transitions must be strictly followed:

* `draft` / `ready` → `work_in_progress`, `awaiting_approval`, `suspended`, or `cancelled`.

* `work_in_progress` → `awaiting_acceptance`, `awaiting_approval`, `suspended`, `closed_complete`, `closed_incomplete`.

* `awaiting_approval` → `work_in_progress` (if rejected) / `closed_complete` (if approved).

* `closed_complete` / `closed_incomplete` → `awaiting_acceptance`.

* `awaiting_acceptance` → `closed` (final internal state).

* `cancelled` is a final state.

### 3.4 Approvals Management

* **Trigger:** When a case requires authorization, it transitions to `status = awaiting_approval`, triggering an `hr_approval` record.

* **Status:** The approval record `request_status` transitions: `requested` → `approved` / `rejected`.

* **Actor:** Only `manager` or `admin` roles may approve/reject.

## 4. SERVICE LEVELS AND KNOWLEDGE MANAGEMENT

* **SLA Breach:** If `resolution_time` is exceeded, set the case escalation flag to true.

* **Knowledge Linking:**

* Only articles with `state = published` are linkable.

* **Visibility:** `internal` (Agents/Managers only) vs. `external` (All employees).

* **Linking Type:** `suggested`, `applied`, `resolution`.

## 5. EMPLOYEE PROFILE AND PII/PHI HANDLING

### 5.1 Employee Profile Management

* **Table:** `hr_profile`.

* **Integrity:** `department_id` and `manager_id` must reference active records.

* **Employment Type:** Valid values for `hr_profile.type` are `full-time`, `part-time`, `contractor`.

### 5.2 Strict PII Security

* **Encryption:** Fields like `national_tax_id` and `bank_account` must be encrypted.

* **Audit:** Read/write operations on PII must be logged in `security_audit`.

* **No Public Disclosure:** Do not output PII in chat/email responses.

## 6. VALIDATION AND LOGGING

* **Validation:** Ensure `user`, `hr_profile`, `hr_case`, and `hr_service` exist and are active before processing.

* **Logging:** Update `sys_updated_on` and `updated_by` automatically. Log failures in `operation_log`.

## 7. PREDEFINED LISTS (ENUMERATIONS)

Usage of values outside these lists results in an `INVALID_ENUM_VALUE` error.

* **user.role:** `admin`, `manager`, `agent`, `employee`

* **hr_service.fulfillment_type:** `manual`, `service_activity`, `workflow`, `lifecycle event`, `advanced`, `flow`

* **hr_profile.type:** `full-time`, `part-time`, `contractor`

* **hr_case.source:** `self-service`, `phone`, `email`, `chat`, `walk-in`, `virtual-agent`

* **hr_case.priority:** `critical`, `high`, `moderate`, `low`, `planning`

* **hr_case.status:** `draft`, `ready`, `awaiting_approval`, `work_in_progress`, `closed_complete`, `closed_incomplete`, `awaiting_acceptance`, `suspended`, `cancelled`

* **hr_case_task.type:** `checklist`, `survey`, `hr service`, `mark when complete`, `url`

* **hr_approval.request_status:** `requested`, `approved`, `rejected`

* **hr_knowledge.state:** `draft`, `published`, `retired`

* **hr_knowledge.visibility:** `internal`, `external`

* **case_knowledge.used_as:** `suggested`, `applied`, `resolution`

* **hr_document.type:** `onboarding_form`, `policy`, `contract`, `performance_review`

## 8. FREE FORM TEXT POLICIES

* **Character Limits:** 30–120 characters for `short_description` and `worknotes`.

* **Case Short Description Format:** "Service: ``, Subject: ``, Detail: ``."

* **Knowledge Article Title:** "Resolution Guide: `` fulfillment steps for ``."

* **Resolution Notes:** Summary < 120 chars; Body < 2000 chars.

Task:
ServiceNow leadership has an issue around privacy and profile-change services, so it wants all employee data privacy and profile-change services to be scoped cleanly under the Employee Data Management topic category in the Workforce Administration COE instead of being scattered across general topics. By the end of these changes, the Erasure of Personal Data and Request Personal Information Report services should both be active HR services mapped to the Subject Access Request topic detail within the Employee Data Management topic category in the Workforce Administration COE, while Employee Profile Update should be an active HR service mapped to its own Employee Profile Changes topic detail that also lives in Employee Data Management and is not used by any other service. At the same time, no Payroll or Benefits services should have their existing topic categories or COE types changed, and there should be one published internal knowledge article for the three services that briefly explains this grouping, following naming guidelines, since there are 3 services use the category name in the title instead.

Available tools:
create_knowledge_article
get_topic_details
update_hr_service
get_hr_service_by_name
add_new_topic_detail
get_topic_categories

Verification checks:
[{"verifier_type": "database_state", "name": "Verify Employee Profile Changes topic detail exists under Employee Data Management", "description": "Confirm the Employee Profile Changes topic detail exists, is active, and is scoped to Employee Data Management.", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) AS count\nFROM topic_detail td\nJOIN topic_category tc ON td.topic_category = tc.topic_category_id\nWHERE td.name = 'Employee Profile Changes'\n  AND td.active = 1\n  AND td.org_id = 1\n  AND tc.name = 'Employee Data Management'\n  AND tc.org_id = 1;", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "Verify Erasure of Personal Data uses Subject Access Request under Employee Data Management", "description": "Confirm the Erasure of Personal Data service is active and scoped to the Subject Access Request topic detail in Employee Data Management.", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) AS count\nFROM hr_service s\nJOIN topic_detail td ON s.topic_detail = td.topic_detail_id\nJOIN topic_category tc ON td.topic_category = tc.topic_category_id\nWHERE s.service_name = 'Erasure of Personal Data'\n  AND s.active = 1\n  AND s.org_id = 1\n  AND td.name = 'Subject Access Request'\n  AND td.org_id = 1\n  AND tc.name = 'Employee Data Management'\n  AND tc.coe_type = 'Workforce Administration'\n  AND tc.org_id = 1;", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "Verify Request Personal Information Report uses Subject Access Request under Employee Data Management", "description": "Confirm the Request Personal Information Report service is active and scoped to the Subject Access Request topic detail in Employee Data Management.", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) AS count\nFROM hr_service s\nJOIN topic_detail td ON s.topic_detail = td.topic_detail_id\nJOIN topic_category tc ON td.topic_category = tc.topic_category_id\nWHERE s.service_name = 'Request Personal Information Report'\n  AND s.active = 1\n  AND s.org_id = 1\n  AND td.name = 'Subject Access Request'\n  AND td.org_id = 1\n  AND tc.name = 'Employee Data Management'\n  AND tc.coe_type = 'Workforce Administration'\n  AND tc.org_id = 1;", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "Verify Employee Profile Update uses Employee Profile Changes under Employee Data Management", "description": "Confirm the Employee Profile Update service is active and scoped to the Employee Profile Changes topic detail in Employee Data Management.", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) AS count\nFROM hr_service s\nJOIN topic_detail td ON s.topic_detail = td.topic_detail_id\nJOIN topic_category tc ON td.topic_category = tc.topic_category_id\nWHERE s.service_name = 'Employee Profile Update'\n  AND s.active = 1\n  AND s.org_id = 1\n  AND td.name = 'Employee Profile Changes'\n  AND td.org_id = 1\n  AND tc.name = 'Employee Data Management'\n  AND tc.coe_type = 'Workforce Administration'\n  AND tc.org_id = 1;", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "Verify Employee Profile Changes is not shared with other services", "description": "Confirm no other HR service besides Employee Profile Update is using the Employee Profile Changes topic detail.", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) AS count\nFROM hr_service s\nJOIN topic_detail td ON s.topic_detail = td.topic_detail_id\nWHERE td.name = 'Employee Profile Changes'\n  AND td.org_id = 1\n  AND s.org_id = 1\n  AND s.service_name <> 'Employee Profile Update';", "expected_value": 0, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "Verify knowledge article for Employee Data Management exists and is internal published", "description": "Confirm the rules knowledge article exists with the required title, is internal, and is published.", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) AS count\nFROM knowledge\nWHERE title = 'Resolution Guide: Employee Data Management fulfillment steps for privacy and profile-change services'\n  AND visibility = 'internal'\n  AND state = 'published'\n  AND org_id = 1;", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "Verify Benefits and Payroll topic categories keep original COE types", "description": "Confirm Benefits and Payroll Administration topic categories still map to their original Total Rewards and Payroll COE types.", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) AS count\nFROM topic_category\nWHERE org_id = 1\n  AND ((name = 'Benefits' AND coe_type = 'Total Rewards')\n    OR (name = 'Payroll Administration' AND coe_type = 'Payroll'));", "expected_value": 2, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "Verify Employee Profile Changes topic detail exists under Employee Data Management", "description": "Confirm the Employee Profile Changes topic detail exists, is active, and is scoped to Employee Data Management.", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) AS count\nFROM topic_detail td\nJOIN topic_category tc ON td.topic_category = tc.topic_category_id\nWHERE td.name = 'Employee Profile Changes'\n  AND td.active = 1\n  AND td.org_id = 1\n  AND tc.name = 'Employee Data Management'\n  AND tc.org_id = 1;", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "Verify Erasure of Personal Data uses Subject Access Request under Employee Data Management", "description": "Confirm the Erasure of Personal Data service is active and scoped to the Subject Access Request topic detail in Employee Data Management.", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) AS count\nFROM hr_service s\nJOIN topic_detail td ON s.topic_detail = td.topic_detail_id\nJOIN topic_category tc ON td.topic_category = tc.topic_category_id\nWHERE s.service_name = 'Erasure of Personal Data'\n  AND s.active = 1\n  AND s.org_id = 1\n  AND td.name = 'Subject Access Request'\n  AND td.org_id = 1\n  AND tc.name = 'Employee Data Management'\n  AND tc.coe_type = 'Workforce Administration'\n  AND tc.org_id = 1;", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "Verify Request Personal Information Report uses Subject Access Request under Employee Data Management", "description": "Confirm the Request Personal Information Report service is active and scoped to the Subject Access Request topic detail in Employee Data Management.", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) AS count\nFROM hr_service s\nJOIN topic_detail td ON s.topic_detail = td.topic_detail_id\nJOIN topic_category tc ON td.topic_category = tc.topic_category_id\nWHERE s.service_name = 'Request Personal Information Report'\n  AND s.active = 1\n  AND s.org_id = 1\n  AND td.name = 'Subject Access Request'\n  AND td.org_id = 1\n  AND tc.name = 'Employee Data Management'\n  AND tc.coe_type = 'Workforce Administration'\n  AND tc.org_id = 1;", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "Verify Employee Profile Update uses Employee Profile Changes under Employee Data Management", "description": "Confirm the Employee Profile Update service is active and scoped to the Employee Profile Changes topic detail in Employee Data Management.", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) AS count\nFROM hr_service s\nJOIN topic_detail td ON s.topic_detail = td.topic_detail_id\nJOIN topic_category tc ON td.topic_category = tc.topic_category_id\nWHERE s.service_name = 'Employee Profile Update'\n  AND s.active = 1\n  AND s.org_id = 1\n  AND td.name = 'Employee Profile Changes'\n  AND td.org_id = 1\n  AND tc.name = 'Employee Data Management'\n  AND tc.coe_type = 'Workforce Administration'\n  AND tc.org_id = 1;", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "Verify Employee Profile Changes is not shared with other services", "description": "Confirm no other HR service besides Employee Profile Update is using the Employee Profile Changes topic detail.", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) AS count\nFROM hr_service s\nJOIN topic_detail td ON s.topic_detail = td.topic_detail_id\nWHERE td.name = 'Employee Profile Changes'\n  AND td.org_id = 1\n  AND s.org_id = 1\n  AND s.service_name <> 'Employee Profile Update';", "expected_value": 0, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "Verify knowledge article for Employee Data Management exists and is internal published", "description": "Confirm the rules knowledge article exists with the required title, is internal, and is published.", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) AS count\nFROM knowledge\nWHERE title = 'Resolution Guide: Employee Data Management fulfillment steps for privacy and profile-change services'\n  AND visibility = 'internal'\n  AND state = 'published'\n  AND org_id = 1;", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "Verify Benefits and Payroll topic categories keep original COE types", "description": "Confirm Benefits and Payroll Administration topic categories still map to their original Total Rewards and Payroll COE types.", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) AS count\nFROM topic_category\nWHERE org_id = 1\n  AND ((name = 'Benefits' AND coe_type = 'Total Rewards')\n    OR (name = 'Payroll Administration' AND coe_type = 'Payroll'));", "expected_value": 2, "comparison_type": "equals"}}]