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:
I've been looking at Andrew Bell's onboarding, HRC0000721. It was incorrectly logged as a walk-in; it actually came through via email. We need to get this moving, so please update it to work in progress and move it to the IT Support L1 Group for technical handling. I've realized that if we don't explicitly track a Hardware Provisioning Skill, these technical cases will continue to be misrouted to the general HR desk. Create it and assign it to Travis Wood. Also, establish a Critical Tech Onboarding active assignment rule so future critical Talent Management cases with this new skill automatically route to the the group. Finally, add a Configure Laptop mark when complete task to the case so the team can start.

Available tools:
find_hr_case_by_number
add_new_assignment_rule
add_new_skill
update_hr_case
create_hr_case_task
get_user_using_name
add_new_skill_to_user

Verification checks:
[{"verifier_type": "database_state", "name": "hr_case_update_verification", "description": "Verifies that HR case HRC0000721 (hr_case_id=11) was updated with work_in_progress status, email source, and assigned to IT Support L1 (group_id=1).", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) FROM hr_case hc JOIN user_group ug ON hc.assignment_group = ug.group_id WHERE hc.hr_case_id = 11 AND hc.number = 'HRC0000721' AND hc.status = 'work_in_progress' AND hc.source = 'email' AND ug.group_id = 1 AND ug.name = 'IT Support L1';", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "skill_creation_verification", "description": "Verifies that the Hardware Provisioning skill was created with active status in organization 1.", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) FROM skill WHERE skill_id = 20 AND name = 'Hardware Provisioning' AND active = true AND org_id = 1;", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "user_skill_assignment_verification", "description": "Verifies that the Hardware Provisioning skill was assigned to Travis Wood with the correct user_skill_id.", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) FROM user_skill us JOIN skill s ON us.skill = s.skill_id JOIN user u ON us.user = u.user_id WHERE us.user_skill_id = 336 AND us.skill = 20 AND us.user = 11 AND s.name = 'Hardware Provisioning' AND u.first_name = 'Travis' AND u.last_name = 'Wood' AND u.email = 'travis.wood@servicenow.com';", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "assignment_rule_creation_verification", "description": "Verifies that the Critical Tech Onboarding assignment rule was created for critical priority cases using the Hardware Provisioning skill and routing to IT Support L1.", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) FROM assignment_rules ar WHERE ar.assignment_rule_id = 9 AND ar.name = 'Critical Tech Onboarding' AND ar.based_on_priority = 'critical' AND ar.active = true AND ar.user_group = 1 AND ar.org_id = 1;", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "hr_case_task_creation_verification", "description": "Verifies that the Configure Laptop task was created, linked to case HRC0000721, assigned to IT Support L1, and marked ready and active.", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) FROM hr_case_task hct JOIN hr_case hc ON hct.parent_case = hc.hr_case_id JOIN user_group ug ON hct.assignment_group = ug.group_id WHERE hct.hr_case_task_id = 150 AND hct.short_description = 'Configure Laptop' AND hct.task_type = 'mark when complete' AND hct.status = 'ready' AND hct.active = true AND hct.parent_case = 11 AND hc.number = 'HRC0000721' AND ug.group_id = 1 AND ug.name = 'IT Support L1';", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "complete_workflow_state_verification", "description": "Comprehensive verifier ensuring HR case update, skill creation and assignment, assignment rule creation, and task creation all completed successfully and are correctly related.", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) FROM hr_case hc JOIN user_group ug ON hc.assignment_group = ug.group_id CROSS JOIN skill sk CROSS JOIN user_skill us JOIN user u ON us.user = u.user_id CROSS JOIN assignment_rules ar CROSS JOIN hr_case_task hct WHERE hc.hr_case_id = 11 AND hc.status = 'work_in_progress' AND hc.source = 'email' AND ug.group_id = 1 AND sk.skill_id = 20 AND sk.name = 'Hardware Provisioning' AND sk.active = true AND us.user_skill_id = 336 AND us.skill = 20 AND us.user = 11 AND u.first_name = 'Travis' AND u.last_name = 'Wood' AND ar.assignment_rule_id = 9 AND ar.name = 'Critical Tech Onboarding' AND ar.based_on_priority = 'critical' AND ar.user_group = 1 AND ar.active = true AND hct.hr_case_task_id = 150 AND hct.parent_case = 11 AND hct.task_type = 'mark when complete' AND hct.status = 'ready';", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "hr_case_update_verification", "description": "Verifies that HR case HRC0000721 (hr_case_id=11) was updated with work_in_progress status, email source, and assigned to IT Support L1 (group_id=1).", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) FROM hr_case hc JOIN user_group ug ON hc.assignment_group = ug.group_id WHERE hc.hr_case_id = 11 AND hc.number = 'HRC0000721' AND hc.status = 'work_in_progress' AND hc.source = 'email' AND ug.group_id = 1 AND ug.name = 'IT Support L1';", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "skill_creation_verification", "description": "Verifies that the Hardware Provisioning skill was created with active status in organization 1.", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) FROM skill WHERE skill_id = 20 AND name = 'Hardware Provisioning' AND active = true AND org_id = 1;", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "user_skill_assignment_verification", "description": "Verifies that the Hardware Provisioning skill was assigned to Travis Wood with the correct user_skill_id.", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) FROM user_skill us JOIN skill s ON us.skill = s.skill_id JOIN user u ON us.user = u.user_id WHERE us.user_skill_id = 336 AND us.skill = 20 AND us.user = 11 AND s.name = 'Hardware Provisioning' AND u.first_name = 'Travis' AND u.last_name = 'Wood' AND u.email = 'travis.wood@servicenow.com';", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "assignment_rule_creation_verification", "description": "Verifies that the Critical Tech Onboarding assignment rule was created for critical priority cases using the Hardware Provisioning skill and routing to IT Support L1.", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) FROM assignment_rules ar WHERE ar.assignment_rule_id = 9 AND ar.name = 'Critical Tech Onboarding' AND ar.based_on_priority = 'critical' AND ar.active = true AND ar.user_group = 1 AND ar.org_id = 1;", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "hr_case_task_creation_verification", "description": "Verifies that the Configure Laptop task was created, linked to case HRC0000721, assigned to IT Support L1, and marked ready and active.", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) FROM hr_case_task hct JOIN hr_case hc ON hct.parent_case = hc.hr_case_id JOIN user_group ug ON hct.assignment_group = ug.group_id WHERE hct.hr_case_task_id = 150 AND hct.short_description = 'Configure Laptop' AND hct.task_type = 'mark when complete' AND hct.status = 'ready' AND hct.active = true AND hct.parent_case = 11 AND hc.number = 'HRC0000721' AND ug.group_id = 1 AND ug.name = 'IT Support L1';", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "complete_workflow_state_verification", "description": "Comprehensive verifier ensuring HR case update, skill creation and assignment, assignment rule creation, and task creation all completed successfully and are correctly related.", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) FROM hr_case hc JOIN user_group ug ON hc.assignment_group = ug.group_id CROSS JOIN skill sk CROSS JOIN user_skill us JOIN user u ON us.user = u.user_id CROSS JOIN assignment_rules ar CROSS JOIN hr_case_task hct WHERE hc.hr_case_id = 11 AND hc.status = 'work_in_progress' AND hc.source = 'email' AND ug.group_id = 1 AND sk.skill_id = 20 AND sk.name = 'Hardware Provisioning' AND sk.active = true AND us.user_skill_id = 336 AND us.skill = 20 AND us.user = 11 AND u.first_name = 'Travis' AND u.last_name = 'Wood' AND ar.assignment_rule_id = 9 AND ar.name = 'Critical Tech Onboarding' AND ar.based_on_priority = 'critical' AND ar.user_group = 1 AND ar.active = true AND hct.hr_case_task_id = 150 AND hct.parent_case = 11 AND hct.task_type = 'mark when complete' AND hct.status = 'ready';", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "hr_case_update_verification", "description": "Verifies that HR case HRC0000721 (hr_case_id=11) was updated with work_in_progress status, email source, and assigned to IT Support L1 (group_id=1).", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) FROM hr_case hc JOIN user_group ug ON hc.assignment_group = ug.group_id WHERE hc.hr_case_id = 11 AND hc.number = 'HRC0000721' AND hc.status = 'work_in_progress' AND hc.source = 'email' AND ug.group_id = 1 AND ug.name = 'IT Support L1';", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "skill_creation_verification", "description": "Verifies that the Hardware Provisioning skill was created with active status in organization 1.", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) FROM skill WHERE skill_id = 20 AND name = 'Hardware Provisioning' AND active = true AND org_id = 1;", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "user_skill_assignment_verification", "description": "Verifies that the Hardware Provisioning skill was assigned to Travis Wood with the correct user_skill_id.", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) FROM user_skill us JOIN skill s ON us.skill = s.skill_id JOIN user u ON us.user = u.user_id WHERE us.user_skill_id = 336 AND us.skill = 20 AND us.user = 11 AND s.name = 'Hardware Provisioning' AND u.first_name = 'Travis' AND u.last_name = 'Wood' AND u.email = 'travis.wood@servicenow.com';", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "assignment_rule_creation_verification", "description": "Verifies that the Critical Tech Onboarding assignment rule was created for critical priority cases using the Hardware Provisioning skill and routing to IT Support L1.", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) FROM assignment_rules ar WHERE ar.assignment_rule_id = 9 AND ar.name = 'Critical Tech Onboarding' AND ar.based_on_priority = 'critical' AND ar.active = true AND ar.user_group = 1 AND ar.org_id = 1;", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "hr_case_task_creation_verification", "description": "Verifies that the Configure Laptop task was created, linked to case HRC0000721, assigned to IT Support L1, and marked ready and active.", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) FROM hr_case_task hct JOIN hr_case hc ON hct.parent_case = hc.hr_case_id JOIN user_group ug ON hct.assignment_group = ug.group_id WHERE hct.hr_case_task_id = 150 AND hct.short_description = 'Configure Laptop' AND hct.task_type = 'mark when complete' AND hct.status = 'ready' AND hct.active = true AND hct.parent_case = 11 AND hc.number = 'HRC0000721' AND ug.group_id = 1 AND ug.name = 'IT Support L1';", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "complete_workflow_state_verification", "description": "Comprehensive verifier ensuring HR case update, skill creation and assignment, assignment rule creation, and task creation all completed successfully and are correctly related.", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) FROM hr_case hc JOIN user_group ug ON hc.assignment_group = ug.group_id CROSS JOIN skill sk CROSS JOIN user_skill us JOIN user u ON us.user = u.user_id CROSS JOIN assignment_rules ar CROSS JOIN hr_case_task hct WHERE hc.hr_case_id = 11 AND hc.status = 'work_in_progress' AND hc.source = 'email' AND ug.group_id = 1 AND sk.skill_id = 20 AND sk.name = 'Hardware Provisioning' AND sk.active = true AND us.user_skill_id = 336 AND us.skill = 20 AND us.user = 11 AND u.first_name = 'Travis' AND u.last_name = 'Wood' AND ar.assignment_rule_id = 9 AND ar.name = 'Critical Tech Onboarding' AND ar.based_on_priority = 'critical' AND ar.user_group = 1 AND ar.active = true AND hct.hr_case_task_id = 150 AND hct.parent_case = 11 AND hct.task_type = 'mark when complete' AND hct.status = 'ready';", "expected_value": 1, "comparison_type": "equals"}}]