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:
After our GDPR access review, I need the HR system to show a clean separation of duties for account access work: Tabitha Bullock (tabitha.bullock@servicenow.com) should have the manager system role so she can approve HR Account Access Request work, while Cheryl Osborne (cheryl.osborne@servicenow.com) should no longer have the manager system role and should instead appear as a standard employee, with both users still active and their reporting-manager relationships untouched. In the same end, there should be for the common issue GDPR role-boundary remediation, a ready Workforce Administration case, opened for the former user, under the HR Account Access Request service (account number SN-GDPR-RBAC-2025-12) assigned to the HR Leadership Approval group and Joanne Simpson, and its short description’s Detail should be the issue. To make audits repeatable, a published internal knowledge article should exist and make Karen Watkins the owner, and both Tabitha and Cheryl should each receive one ready update notification linked to that remediation case; nothing else in this tenant should change as a side effect.

Available tools:
create_knowledge_article
create_new_hr_case
get_user_using_email
send_notification
get_user_using_name
update_user_details
get_hr_service_by_name

Verification checks:
[{"verifier_type": "database_state", "name": "Verify Tabitha is manager (system role) and active", "description": "Verify Tabitha is manager (system role) and active", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) AS count FROM user WHERE org_id = 1 AND email = 'tabitha.bullock@servicenow.com' AND role = 'manager' AND active = 1;", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "Verify Cheryl is employee (system role) and active", "description": "Verify Cheryl is employee (system role) and active", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) AS count FROM user WHERE org_id = 1 AND email = 'cheryl.osborne@servicenow.com' AND role = 'employee' AND active = 1;", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "Verify Tabitha HR profile reporting-manager relationship unchanged", "description": "Verify Tabitha HR profile reporting-manager relationship unchanged", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) AS count FROM hr_profile p JOIN user u ON p.user_id = u.user_id WHERE p.org_id = 1 AND u.org_id = 1 AND u.email = 'tabitha.bullock@servicenow.com' AND p.manager = 49 AND p.type = 'full-time' AND p.location_type = 'Hotdesk';", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "Verify Cheryl HR profile reporting-manager relationship unchanged", "description": "Verify Cheryl HR profile reporting-manager relationship unchanged", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) AS count FROM hr_profile p JOIN user u ON p.user_id = u.user_id WHERE p.org_id = 1 AND u.org_id = 1 AND u.email = 'cheryl.osborne@servicenow.com' AND p.manager = 4 AND p.type = 'full-time' AND p.location_type = 'Office Based';", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "Verify the remediation HR case exists with exact required fields", "description": "Verify the remediation HR case exists with exact required fields", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) AS count FROM hr_case c JOIN hr_service s ON c.hr_service = s.hr_service_id JOIN user_group g ON c.assignment_group = g.group_id JOIN user ua ON c.assigned_to = ua.user_id WHERE c.org_id = 1 AND s.org_id = 1 AND g.org_id = 1 AND ua.org_id = 1 AND s.service_name = 'HR Account Access Request' AND c.account_number = 'SN-GDPR-RBAC-2025-12' AND c.coe_type = 'Workforce Administration' AND c.priority = 'moderate' AND c.status = 'ready' AND c.short_description = 'Service: HR Account Access Request, Subject: Tabitha Bullock, Detail: GDPR role-boundary remediation.' AND g.name = 'HR Leadership Approval' AND ua.email = 'joanne.simpson@servicenow.com' AND c.opened_for = (SELECT user_id FROM user WHERE org_id = 1 AND email = 'tabitha.bullock@servicenow.com' LIMIT 1);", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "Verify knowledge article exists (internal + published + exact expected title)", "description": "Verify knowledge article exists (internal + published + exact expected title)", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) AS count FROM knowledge WHERE org_id = 1 AND title = 'Resolution Guide: HR Account Access Request fulfillment steps for GDPR role-boundary remediation' AND visibility = 'internal' AND state = 'published' AND owner_id = (SELECT user_id FROM user WHERE org_id = 1 AND email = 'karen.watkins@servicenow.com' LIMIT 1);", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "Verify Tabitha received exactly one ready update notification for the remediation case", "description": "Verify Tabitha received exactly one ready update notification for the remediation case", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) AS count FROM notification n JOIN hr_case c ON n.hr_case_id = c.hr_case_id WHERE c.org_id = 1 AND c.account_number = 'SN-GDPR-RBAC-2025-12' AND n.email = 'tabitha.bullock@servicenow.com' AND n.type = 'update' AND n.status = 'ready';", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "Verify Cheryl received exactly one ready update notification for the remediation case", "description": "Verify Cheryl received exactly one ready update notification for the remediation case", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) AS count FROM notification n JOIN hr_case c ON n.hr_case_id = c.hr_case_id WHERE c.org_id = 1 AND c.account_number = 'SN-GDPR-RBAC-2025-12' AND n.email = 'cheryl.osborne@servicenow.com' AND n.type = 'update' AND n.status = 'ready';", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "Verify exactly two notifications exist for the remediation case (no extras)", "description": "Verify exactly two notifications exist for the remediation case (no extras)", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) AS count FROM notification n JOIN hr_case c ON n.hr_case_id = c.hr_case_id WHERE c.org_id = 1 AND c.account_number = 'SN-GDPR-RBAC-2025-12' AND n.type = 'update' AND n.status = 'ready';", "expected_value": 2, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "Verify Tabitha is manager (system role) and active", "description": "Verify Tabitha is manager (system role) and active", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) AS count FROM user WHERE org_id = 1 AND email = 'tabitha.bullock@servicenow.com' AND role = 'manager' AND active = 1;", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "Verify Cheryl is employee (system role) and active", "description": "Verify Cheryl is employee (system role) and active", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) AS count FROM user WHERE org_id = 1 AND email = 'cheryl.osborne@servicenow.com' AND role = 'employee' AND active = 1;", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "Verify Tabitha HR profile reporting-manager relationship unchanged", "description": "Verify Tabitha HR profile reporting-manager relationship unchanged", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) AS count FROM hr_profile p JOIN user u ON p.user_id = u.user_id WHERE p.org_id = 1 AND u.org_id = 1 AND u.email = 'tabitha.bullock@servicenow.com' AND p.manager = 49 AND p.type = 'full-time' AND p.location_type = 'Hotdesk';", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "Verify Cheryl HR profile reporting-manager relationship unchanged", "description": "Verify Cheryl HR profile reporting-manager relationship unchanged", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) AS count FROM hr_profile p JOIN user u ON p.user_id = u.user_id WHERE p.org_id = 1 AND u.org_id = 1 AND u.email = 'cheryl.osborne@servicenow.com' AND p.manager = 4 AND p.type = 'full-time' AND p.location_type = 'Office Based';", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "Verify the remediation HR case exists with exact required fields", "description": "Verify the remediation HR case exists with exact required fields", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) AS count FROM hr_case c JOIN hr_service s ON c.hr_service = s.hr_service_id JOIN user_group g ON c.assignment_group = g.group_id JOIN user ua ON c.assigned_to = ua.user_id WHERE c.org_id = 1 AND s.org_id = 1 AND g.org_id = 1 AND ua.org_id = 1 AND s.service_name = 'HR Account Access Request' AND c.account_number = 'SN-GDPR-RBAC-2025-12' AND c.coe_type = 'Workforce Administration' AND c.priority = 'moderate' AND c.status = 'ready' AND c.short_description = 'Service: HR Account Access Request, Subject: Tabitha Bullock, Detail: GDPR role-boundary remediation.' AND g.name = 'HR Leadership Approval' AND ua.email = 'joanne.simpson@servicenow.com' AND c.opened_for = (SELECT user_id FROM user WHERE org_id = 1 AND email = 'tabitha.bullock@servicenow.com' LIMIT 1);", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "Verify knowledge article exists (internal + published + exact expected title)", "description": "Verify knowledge article exists (internal + published + exact expected title)", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) AS count FROM knowledge WHERE org_id = 1 AND title = 'Resolution Guide: HR Account Access Request fulfillment steps for GDPR role-boundary remediation' AND visibility = 'internal' AND state = 'published' AND owner_id = (SELECT user_id FROM user WHERE org_id = 1 AND email = 'karen.watkins@servicenow.com' LIMIT 1);", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "Verify Tabitha received exactly one ready update notification for the remediation case", "description": "Verify Tabitha received exactly one ready update notification for the remediation case", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) AS count FROM notification n JOIN hr_case c ON n.hr_case_id = c.hr_case_id WHERE c.org_id = 1 AND c.account_number = 'SN-GDPR-RBAC-2025-12' AND n.email = 'tabitha.bullock@servicenow.com' AND n.type = 'update' AND n.status = 'ready';", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "Verify Cheryl received exactly one ready update notification for the remediation case", "description": "Verify Cheryl received exactly one ready update notification for the remediation case", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) AS count FROM notification n JOIN hr_case c ON n.hr_case_id = c.hr_case_id WHERE c.org_id = 1 AND c.account_number = 'SN-GDPR-RBAC-2025-12' AND n.email = 'cheryl.osborne@servicenow.com' AND n.type = 'update' AND n.status = 'ready';", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "Verify exactly two notifications exist for the remediation case (no extras)", "description": "Verify exactly two notifications exist for the remediation case (no extras)", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) AS count FROM notification n JOIN hr_case c ON n.hr_case_id = c.hr_case_id WHERE c.org_id = 1 AND c.account_number = 'SN-GDPR-RBAC-2025-12' AND n.type = 'update' AND n.status = 'ready';", "expected_value": 2, "comparison_type": "equals"}}]