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'm looking to support Samantha Stone primary account ACC-12-0 with her health insurance queries. Please open a new medical benefits inquiry service case for her and make sure the HR Service Desk Group is on it. I initially thought moderate priority was fine, but since she's traveling next month, let's bump it to high. Also, look for the Benefits Overview Knowledge article and attach it to the case so she has the docs. Once everything is linked and set, get the case ready and set the summary to 'Service: Medical Benefits Inquiry, Subject: Samantha Stone, Detail: Travel-related benefits review.'

Available tools:
get_user_using_name
update_hr_case
link_knowledge_to_hr_case
find_group_by_name
retrieve_knowledge_articles
find_hr_services
create_new_hr_case

Verification checks:
[{"verifier_type": "database_state", "name": "hr_case_creation_and_final_state_validation", "description": "Verifies that HR case HRC0000771 (hr_case_id = 61) was created with all correct relationships and updated to its final state, including ready status, high priority, and properly formatted description.", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) FROM hr_case hc INNER JOIN hr_service hs ON hc.hr_service = hs.hr_service_id INNER JOIN hr_profile opened_for_profile ON hc.opened_for = opened_for_profile.hr_profile_id INNER JOIN hr_profile opened_by_profile ON hc.opened_by = opened_by_profile.hr_profile_id INNER JOIN user_group ug ON hc.assignment_group = ug.group_id INNER JOIN user u_for ON opened_for_profile.user_id = u_for.user_id INNER JOIN user u_by ON opened_by_profile.user_id = u_by.user_id WHERE hc.hr_case_id = 61 AND hc.number = 'HRC0000771' AND hc.status = 'ready' AND hc.priority = 'high' AND hc.short_description = 'Service: Medical Benefits Inquiry, Subject: Samantha Stone, Detail: Travel-related benefits review.' AND hc.account_number = 'ACC-12-0' AND hc.coe_type = 'Total Rewards' AND hc.org_id = 1 AND hs.hr_service_id = 9 AND hs.service_name = 'Medical Benefits Inquiry' AND hs.active = true AND u_for.user_id = 12 AND u_for.first_name = 'Samantha' AND u_for.last_name = 'Stone' AND u_by.user_id = 4 AND u_by.first_name = 'Joanne' AND u_by.last_name = 'Simpson' AND ug.group_id = 4 AND ug.name = 'HR Service Desk' AND ug.active = true;", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "hr_case_knowledge_article_link_creation", "description": "Verifies that the \u201cBenefits Overview\u201d knowledge article (knowledge_id = 1) was successfully linked to HR case HRC0000771 as a suggested resource.", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) FROM hr_case_knowledge hck INNER JOIN hr_case hc ON hck.hr_case_id = hc.hr_case_id INNER JOIN knowledge k ON hck.knowledge_id = k.knowledge_id WHERE hck.hr_case_kb_id = 13 AND hck.hr_case_id = 61 AND hck.knowledge_id = 1 AND hck.used_as = 'suggested' AND hck.org_id = 1 AND hc.number = 'HRC0000771' AND k.kb_number = 'KB0040002' AND k.title = 'Benefits Overview' AND k.state = 'published' AND k.visibility = 'internal';", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "hr_case_state_transition_validation", "description": "Verifies that HR case HRC0000771 underwent correct state transitions from creation to ready status, with priority escalation from moderate to high and a valid timestamp progression.", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) FROM hr_case hc WHERE hc.hr_case_id = 61 AND hc.number = 'HRC0000771' AND hc.status = 'ready' AND hc.priority = 'high' AND hc.short_description = 'Service: Medical Benefits Inquiry, Subject: Samantha Stone, Detail: Travel-related benefits review.' AND hc.updated_at > hc.created_at;", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "complete_hr_case_workflow_integrity_check", "description": "Comprehensive verifier validating the entire HR case workflow execution, including case creation, state transition, knowledge linking, and all entity relationships with correct organizational alignment.", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) FROM hr_case hc INNER JOIN hr_service hs ON hc.hr_service = hs.hr_service_id INNER JOIN hr_profile opened_for_profile ON hc.opened_for = opened_for_profile.hr_profile_id INNER JOIN hr_profile opened_by_profile ON hc.opened_by = opened_by_profile.hr_profile_id INNER JOIN user_group ug ON hc.assignment_group = ug.group_id INNER JOIN user u_for ON opened_for_profile.user_id = u_for.user_id INNER JOIN user u_by ON opened_by_profile.user_id = u_by.user_id INNER JOIN hr_case_knowledge hck ON hc.hr_case_id = hck.hr_case_id INNER JOIN knowledge k ON hck.knowledge_id = k.knowledge_id WHERE hc.hr_case_id = 61 AND hc.number = 'HRC0000771' AND hc.status = 'ready' AND hc.priority = 'high' AND hc.short_description = 'Service: Medical Benefits Inquiry, Subject: Samantha Stone, Detail: Travel-related benefits review.' AND hc.account_number = 'ACC-12-0' AND hc.coe_type = 'Total Rewards' AND hc.updated_at > hc.created_at AND hs.service_name = 'Medical Benefits Inquiry' AND hs.fulfillment_type = 'manual' AND u_for.first_name = 'Samantha' AND u_for.last_name = 'Stone' AND u_for.email = 'samantha.stone47@servicenow.com' AND u_by.first_name = 'Joanne' AND u_by.last_name = 'Simpson' AND u_by.user_id = 4 AND ug.name = 'HR Service Desk' AND ug.type = 'Service Desk' AND hck.used_as = 'suggested' AND k.title = 'Benefits Overview' AND k.state = 'published' AND k.visibility = 'internal' AND hc.org_id = 1 AND hs.org_id = 1 AND ug.org_id = 1 AND k.org_id = 1 AND hck.org_id = 1;", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "hr_case_creation_and_final_state_validation", "description": "Verifies that HR case HRC0000771 (hr_case_id = 61) was created with all correct relationships and updated to its final state, including ready status, high priority, and properly formatted description.", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) FROM hr_case hc INNER JOIN hr_service hs ON hc.hr_service = hs.hr_service_id INNER JOIN hr_profile opened_for_profile ON hc.opened_for = opened_for_profile.hr_profile_id INNER JOIN hr_profile opened_by_profile ON hc.opened_by = opened_by_profile.hr_profile_id INNER JOIN user_group ug ON hc.assignment_group = ug.group_id INNER JOIN user u_for ON opened_for_profile.user_id = u_for.user_id INNER JOIN user u_by ON opened_by_profile.user_id = u_by.user_id WHERE hc.hr_case_id = 61 AND hc.number = 'HRC0000771' AND hc.status = 'ready' AND hc.priority = 'high' AND hc.short_description = 'Service: Medical Benefits Inquiry, Subject: Samantha Stone, Detail: Travel-related benefits review.' AND hc.account_number = 'ACC-12-0' AND hc.coe_type = 'Total Rewards' AND hc.org_id = 1 AND hs.hr_service_id = 9 AND hs.service_name = 'Medical Benefits Inquiry' AND hs.active = true AND u_for.user_id = 12 AND u_for.first_name = 'Samantha' AND u_for.last_name = 'Stone' AND u_by.user_id = 4 AND u_by.first_name = 'Joanne' AND u_by.last_name = 'Simpson' AND ug.group_id = 4 AND ug.name = 'HR Service Desk' AND ug.active = true;", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "hr_case_knowledge_article_link_creation", "description": "Verifies that the \u201cBenefits Overview\u201d knowledge article (knowledge_id = 1) was successfully linked to HR case HRC0000771 as a suggested resource.", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) FROM hr_case_knowledge hck INNER JOIN hr_case hc ON hck.hr_case_id = hc.hr_case_id INNER JOIN knowledge k ON hck.knowledge_id = k.knowledge_id WHERE hck.hr_case_kb_id = 13 AND hck.hr_case_id = 61 AND hck.knowledge_id = 1 AND hck.used_as = 'suggested' AND hck.org_id = 1 AND hc.number = 'HRC0000771' AND k.kb_number = 'KB0040002' AND k.title = 'Benefits Overview' AND k.state = 'published' AND k.visibility = 'internal';", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "hr_case_state_transition_validation", "description": "Verifies that HR case HRC0000771 underwent correct state transitions from creation to ready status, with priority escalation from moderate to high and a valid timestamp progression.", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) FROM hr_case hc WHERE hc.hr_case_id = 61 AND hc.number = 'HRC0000771' AND hc.status = 'ready' AND hc.priority = 'high' AND hc.short_description = 'Service: Medical Benefits Inquiry, Subject: Samantha Stone, Detail: Travel-related benefits review.' AND hc.updated_at > hc.created_at;", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "complete_hr_case_workflow_integrity_check", "description": "Comprehensive verifier validating the entire HR case workflow execution, including case creation, state transition, knowledge linking, and all entity relationships with correct organizational alignment.", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) FROM hr_case hc INNER JOIN hr_service hs ON hc.hr_service = hs.hr_service_id INNER JOIN hr_profile opened_for_profile ON hc.opened_for = opened_for_profile.hr_profile_id INNER JOIN hr_profile opened_by_profile ON hc.opened_by = opened_by_profile.hr_profile_id INNER JOIN user_group ug ON hc.assignment_group = ug.group_id INNER JOIN user u_for ON opened_for_profile.user_id = u_for.user_id INNER JOIN user u_by ON opened_by_profile.user_id = u_by.user_id INNER JOIN hr_case_knowledge hck ON hc.hr_case_id = hck.hr_case_id INNER JOIN knowledge k ON hck.knowledge_id = k.knowledge_id WHERE hc.hr_case_id = 61 AND hc.number = 'HRC0000771' AND hc.status = 'ready' AND hc.priority = 'high' AND hc.short_description = 'Service: Medical Benefits Inquiry, Subject: Samantha Stone, Detail: Travel-related benefits review.' AND hc.account_number = 'ACC-12-0' AND hc.coe_type = 'Total Rewards' AND hc.updated_at > hc.created_at AND hs.service_name = 'Medical Benefits Inquiry' AND hs.fulfillment_type = 'manual' AND u_for.first_name = 'Samantha' AND u_for.last_name = 'Stone' AND u_for.email = 'samantha.stone47@servicenow.com' AND u_by.first_name = 'Joanne' AND u_by.last_name = 'Simpson' AND u_by.user_id = 4 AND ug.name = 'HR Service Desk' AND ug.type = 'Service Desk' AND hck.used_as = 'suggested' AND k.title = 'Benefits Overview' AND k.state = 'published' AND k.visibility = 'internal' AND hc.org_id = 1 AND hs.org_id = 1 AND ug.org_id = 1 AND k.org_id = 1 AND hck.org_id = 1;", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "hr_case_creation_and_final_state_validation", "description": "Verifies that HR case HRC0000771 (hr_case_id = 61) was created with all correct relationships and updated to its final state, including ready status, high priority, and properly formatted description.", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) FROM hr_case hc INNER JOIN hr_service hs ON hc.hr_service = hs.hr_service_id INNER JOIN hr_profile opened_for_profile ON hc.opened_for = opened_for_profile.hr_profile_id INNER JOIN hr_profile opened_by_profile ON hc.opened_by = opened_by_profile.hr_profile_id INNER JOIN user_group ug ON hc.assignment_group = ug.group_id INNER JOIN user u_for ON opened_for_profile.user_id = u_for.user_id INNER JOIN user u_by ON opened_by_profile.user_id = u_by.user_id WHERE hc.hr_case_id = 61 AND hc.number = 'HRC0000771' AND hc.status = 'ready' AND hc.priority = 'high' AND hc.short_description = 'Service: Medical Benefits Inquiry, Subject: Samantha Stone, Detail: Travel-related benefits review.' AND hc.account_number = 'ACC-12-0' AND hc.coe_type = 'Total Rewards' AND hc.org_id = 1 AND hs.hr_service_id = 9 AND hs.service_name = 'Medical Benefits Inquiry' AND hs.active = true AND u_for.user_id = 12 AND u_for.first_name = 'Samantha' AND u_for.last_name = 'Stone' AND u_by.user_id = 4 AND u_by.first_name = 'Joanne' AND u_by.last_name = 'Simpson' AND ug.group_id = 4 AND ug.name = 'HR Service Desk' AND ug.active = true;", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "hr_case_knowledge_article_link_creation", "description": "Verifies that the \u201cBenefits Overview\u201d knowledge article (knowledge_id = 1) was successfully linked to HR case HRC0000771 as a suggested resource.", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) FROM hr_case_knowledge hck INNER JOIN hr_case hc ON hck.hr_case_id = hc.hr_case_id INNER JOIN knowledge k ON hck.knowledge_id = k.knowledge_id WHERE hck.hr_case_kb_id = 13 AND hck.hr_case_id = 61 AND hck.knowledge_id = 1 AND hck.used_as = 'suggested' AND hck.org_id = 1 AND hc.number = 'HRC0000771' AND k.kb_number = 'KB0040002' AND k.title = 'Benefits Overview' AND k.state = 'published' AND k.visibility = 'internal';", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "hr_case_state_transition_validation", "description": "Verifies that HR case HRC0000771 underwent correct state transitions from creation to ready status, with priority escalation from moderate to high and a valid timestamp progression.", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) FROM hr_case hc WHERE hc.hr_case_id = 61 AND hc.number = 'HRC0000771' AND hc.status = 'ready' AND hc.priority = 'high' AND hc.short_description = 'Service: Medical Benefits Inquiry, Subject: Samantha Stone, Detail: Travel-related benefits review.' AND hc.updated_at > hc.created_at;", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "complete_hr_case_workflow_integrity_check", "description": "Comprehensive verifier validating the entire HR case workflow execution, including case creation, state transition, knowledge linking, and all entity relationships with correct organizational alignment.", "gym_name": "sn-hr-internal", "validation_config": {"query": "SELECT COUNT(*) FROM hr_case hc INNER JOIN hr_service hs ON hc.hr_service = hs.hr_service_id INNER JOIN hr_profile opened_for_profile ON hc.opened_for = opened_for_profile.hr_profile_id INNER JOIN hr_profile opened_by_profile ON hc.opened_by = opened_by_profile.hr_profile_id INNER JOIN user_group ug ON hc.assignment_group = ug.group_id INNER JOIN user u_for ON opened_for_profile.user_id = u_for.user_id INNER JOIN user u_by ON opened_by_profile.user_id = u_by.user_id INNER JOIN hr_case_knowledge hck ON hc.hr_case_id = hck.hr_case_id INNER JOIN knowledge k ON hck.knowledge_id = k.knowledge_id WHERE hc.hr_case_id = 61 AND hc.number = 'HRC0000771' AND hc.status = 'ready' AND hc.priority = 'high' AND hc.short_description = 'Service: Medical Benefits Inquiry, Subject: Samantha Stone, Detail: Travel-related benefits review.' AND hc.account_number = 'ACC-12-0' AND hc.coe_type = 'Total Rewards' AND hc.updated_at > hc.created_at AND hs.service_name = 'Medical Benefits Inquiry' AND hs.fulfillment_type = 'manual' AND u_for.first_name = 'Samantha' AND u_for.last_name = 'Stone' AND u_for.email = 'samantha.stone47@servicenow.com' AND u_by.first_name = 'Joanne' AND u_by.last_name = 'Simpson' AND u_by.user_id = 4 AND ug.name = 'HR Service Desk' AND ug.type = 'Service Desk' AND hck.used_as = 'suggested' AND k.title = 'Benefits Overview' AND k.state = 'published' AND k.visibility = 'internal' AND hc.org_id = 1 AND hs.org_id = 1 AND ug.org_id = 1 AND k.org_id = 1 AND hck.org_id = 1;", "expected_value": 1, "comparison_type": "equals"}}]