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:
Chris Martins is our new employee hire, effective January 15, 2026. I need you to set up his user account and also his hr profile in the organization using his details. Email: chris.martins@servicenow.com, First Name: Chris, Last Name: Martins, Gender: Male, Position: Software Engineer, Country: United States, Phone: +1555777999, Account number: ACC12356, tax id 567, and personal email chris.martins@personal.example.com. Please ensure that his account and his profile are created with the appropriate roles and permissions for his position. Assign an active manager with Employee Relations, Hiring, HR Data Privacy, HR Policy and Talent Management skills to him preferably Cheryl. Then draft a new high priority hr case for his onboarding with the C.O.E. of Talent Management and with the New Hire Onboarding hr service. Assign the case to the IT Support L2 Group, and his manager as the assigned to person. The short description should be 'Service: New Hire Onboarding, Subject: Chris Martins, Detail: Software Engineer onboarding'. 

Available tools:
add_new_group_member
add_new_user
get_hr_service_by_name
list_user_skills
list_group_members
onboard_new_hr_profile
get_users_hr_profile
create_new_hr_case
list_users
find_group_by_name

Verification checks:
[{"verifier_type": "database_state", "name": "User Account Creation", "description": "Verifies that Chris Martins' user account was created with correct details (user_id=101, email, phone, role=employee, active=true, org_id=1)", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) FROM user WHERE user_id = 101 AND first_name = 'Chris' AND last_name = 'Martins' AND email = 'chris.martins@servicenow.com' AND phone = '+1555777999' AND role = 'employee' AND active = true AND org_id = 1;", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "HR Profile Creation", "description": "Verifies that Chris Martins' HR profile was created with correct details (hr_profile_id=101, user_id=101, manager=49, nationality=US, gender=Male, position=Software Engineer, employment_start_date=2026-01-15, personal_email, national_tax_id)", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) FROM hr_profile WHERE hr_profile_id = 101 AND user_id = 101 AND personal_email = 'chris.martins@personal.example.com' AND national_tax_id = 'TAX-001-567' AND gender = 'Male' AND nationality = 'US' AND employment_start_date LIKE '%2026-01-15%' AND employment_end_date IS NULL AND manager = 49 AND position = 'Software Engineer' AND org_id = 1;", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "Group Membership Addition", "description": "Verifies that Cheryl Osborne (user_id=49) was added to IT Support L2 group (group_id=2) to satisfy assignment policy constraints", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) FROM user_group_member WHERE group_id = 2 AND user_id = 49 AND org_id = 1;", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "HR Case Creation", "description": "Verifies that the onboarding HR case (HRC0000771) was created with correct details including service (hr_service=11), opened_for (Chris Martins, hr_profile_id=101), assigned_to (Cheryl, user_id=49), assignment_group (IT Support L2, group_id=2), status=draft, priority=high, coe_type=Talent Management, account_number, and short_description", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) FROM hr_case WHERE hr_case_id = 61 AND number = 'HRC0000771' AND status = 'draft' AND priority = 'high' AND coe_type = 'Talent Management' AND short_description = 'Service: New Hire Onboarding, Subject: Chris Martins, Detail: Software Engineer onboarding' AND account_number = 'ACC12356' AND hr_service = 11 AND opened_for = 101 AND assigned_to = 49 AND assignment_group = 2 AND org_id = 1;", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "Referential Integrity Check", "description": "Verifies all foreign key relationships are valid across the created records (user \u2192 hr_profile, hr_profile \u2192 manager, hr_case \u2192 hr_service, hr_case \u2192 opened_for, hr_case \u2192 assigned_to, hr_case \u2192 assignment_group)", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) FROM hr_case hc INNER JOIN hr_profile hp_opened_for ON hc.opened_for = hp_opened_for.hr_profile_id INNER JOIN user u_opened_for ON hp_opened_for.user_id = u_opened_for.user_id INNER JOIN hr_profile hp_manager ON hp_opened_for.manager = hp_manager.hr_profile_id INNER JOIN user u_assigned ON hc.assigned_to = u_assigned.user_id INNER JOIN user_group ug ON hc.assignment_group = ug.group_id INNER JOIN user_group_member ugm ON ug.group_id = ugm.group_id AND u_assigned.user_id = ugm.user_id INNER JOIN hr_service hs ON hc.hr_service = hs.hr_service_id WHERE hc.hr_case_id = 61 AND u_opened_for.user_id = 101 AND hp_manager.hr_profile_id = 49 AND u_assigned.user_id = 49 AND ug.group_id = 2 AND hs.hr_service_id = 11;", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "Policy Compliance Check", "description": "Verifies that the assignment complies with Policy Section 3.2 (assigned user must be an active member of the assignment group) and all enum values are valid per Policy Section 7", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) FROM hr_case hc INNER JOIN user u ON hc.assigned_to = u.user_id INNER JOIN user_group_member ugm ON u.user_id = ugm.user_id AND hc.assignment_group = ugm.group_id INNER JOIN user_group ug ON ugm.group_id = ug.group_id WHERE hc.hr_case_id = 61 AND u.active = true AND ug.active = true AND hc.status IN ('draft', 'ready', 'awaiting_approval', 'work_in_progress', 'closed_complete', 'closed_incomplete', 'awaiting_acceptance', 'suspended', 'cancelled') AND hc.priority IN ('critical', 'high', 'moderate', 'low', 'planning') AND hc.coe_type IN ('HRIT', 'Payroll', 'Talent Management', 'Total Rewards', 'Workforce Administration') AND u.role IN ('admin', 'agent', 'manager', 'employee');", "expected_value": 1, "comparison_type": "equals"}}]