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:
Please look into the status of case HRC0000711. I'd like this case moved out of its current group and assigned to the Global Service Desk Group instead. Go ahead and transition it to the next state since work is now in progress and change the priority to high. Update the short description to accurately reflect the change: 'Service: General Inquiry, Subject: Christina Oliver, Detail: Priority escalated for Global Service Desk.' Additionally, add a Employee Identity Verification task routed to the same Global Group with a checklist item to Review Government ID. Finally, retrieve the satisfaction survey for how easy was it to create your HR request, update its fourth question to how helpful was the Global Service Desk, and create a survey instance for Mckenzie Mendez linked to the new verification task.

Available tools:
update_hr_case
create_survey_instance
list_hr_cases
create_hr_case_task
update_survey
get_user_using_name
find_group_by_name
list_surveys
create_checklist
list_hr_case_tasks

Verification checks:
[{"verifier_type": "database_state", "name": "hr_case_update_verification", "description": "Verifies that HR case HRC0000711 was updated with work_in_progress status, high priority, assigned to Global Service Desk (group_id 3), and the updated escalation short description.", "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.number = 'HRC0000711' AND hc.hr_case_id = 1 AND hc.status = 'work_in_progress' AND hc.priority = 'high' AND ug.name = 'Global Service Desk' AND ug.group_id = 3 AND hc.short_description = 'Service: General Inquiry, Subject: Christina Oliver, Detail: Priority escalated for Global Service Desk.' AND hc.org_id = 1;", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "hr_case_task_creation_verification", "description": "Verifies that the Employee Identity Verification checklist task was created, assigned to Global Service Desk, linked to parent case HRC0000711, and marked ready and active.", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) FROM hr_case_task hct JOIN user_group ug ON hct.assignment_group = ug.group_id WHERE hct.hr_case_task_id = 150 AND hct.status = 'ready' AND hct.short_description = 'Employee Identity Verification' AND hct.task_type = 'checklist' AND ug.name = 'Global Service Desk' AND ug.group_id = 3 AND hct.parent_case = 1 AND hct.active = true AND hct.org_id = 1;", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "checklist_item_creation_verification", "description": "Verifies that the checklist item Review Government ID was created, linked to task 150, and remains unchecked.", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) FROM checklist c WHERE c.checklist_id = 91 AND c.checklist_item_description = 'Review Government ID' AND c.case_task_id = 150 AND c.checked = false AND c.org_id = 1;", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "survey_update_verification", "description": "Verifies that survey_id 1 was updated so question_4 references the Global Service Desk while questions 1\u20133 remain unchanged.", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) FROM survey s WHERE s.survey_id = 1 AND s.question_1 = 'How easy was it to create your HR request?' AND s.question_2 = 'Was your request completed within the expected time?' AND s.question_3 = 'How satisfied are you with the way your agent handled the case?' AND s.question_4 = 'How helpful was the Global Service Desk?' AND s.org_id = 1;", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "survey_instance_creation_verification", "description": "Verifies that a survey instance was created for Mckenzie Mendez, linked to survey 1 and task 150, with all answers initially NULL.", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) FROM survey_instance si WHERE si.survey_instance_id = 26 AND si.survey_id = 1 AND si.case_task_id = 150 AND si.assigned_to = 5 AND si.org_id = 1 AND si.answer_1 IS NULL AND si.answer_2 IS NULL AND si.answer_3 IS NULL AND si.answer_4 IS NULL AND si.answer_5 IS NULL;", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "combined_end_to_end_state_verification", "description": "Comprehensive verifier ensuring HR case update, task creation, checklist creation, survey update, and survey instance creation all completed successfully and consistently.", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) FROM hr_case hc JOIN user_group ug_case ON hc.assignment_group = ug_case.group_id JOIN hr_case_task hct ON hct.parent_case = hc.hr_case_id JOIN user_group ug_task ON hct.assignment_group = ug_task.group_id JOIN checklist c ON c.case_task_id = hct.hr_case_task_id JOIN survey_instance si ON si.case_task_id = hct.hr_case_task_id JOIN survey s ON s.survey_id = si.survey_id WHERE hc.number = 'HRC0000711' AND hc.hr_case_id = 1 AND hc.status = 'work_in_progress' AND hc.priority = 'high' AND ug_case.name = 'Global Service Desk' AND ug_case.group_id = 3 AND hc.short_description = 'Service: General Inquiry, Subject: Christina Oliver, Detail: Priority escalated for Global Service Desk.' AND hct.hr_case_task_id = 150 AND hct.status = 'ready' AND hct.short_description = 'Employee Identity Verification' AND hct.task_type = 'checklist' AND ug_task.name = 'Global Service Desk' AND ug_task.group_id = 3 AND hct.active = true AND c.checklist_id = 91 AND c.checklist_item_description = 'Review Government ID' AND c.checked = false AND s.survey_id = 1 AND s.question_4 = 'How helpful was the Global Service Desk?' AND si.survey_instance_id = 26 AND si.assigned_to = 5 AND si.answer_1 IS NULL AND si.answer_2 IS NULL AND si.answer_3 IS NULL AND si.answer_4 IS NULL AND si.answer_5 IS NULL AND hc.org_id = 1 AND hct.org_id = 1 AND c.org_id = 1 AND s.org_id = 1 AND si.org_id = 1;", "expected_value": 1, "comparison_type": "equals"}}]