HRSD ServiceNow Otto OOB skills not working

[abirakundu23]

Hi All,

Exploring ServiceNow HRSD otto OOB skills in our customer instance.
Getting following errors, attached screenshots as your references.
Case Summarization :

Case Resolution:

Any support. Please assist in here.

[rahulswami]

Hi @abirakundu23,

Both errors likely trace back to the same thing. HR Benefits Case sits behind an extra security layer beyond normal ACLs, HRSD's role masking, which controls visibility per case type separately from general HR case access. A role can see regular HR Cases fine and still get blocked on Benefits specifically if it isn't included in that masking config.

Now Assist runs under a specific execution role, and if that role isn't covered for the Benefits case type, you get exactly this: a clean access denial rather than a generic AI failure.

Worth checking - which role Now Assist is executing under for this case type, then confirm that role is explicitly added to the Benefits case's role masking config, not just the base sn_hr_core_case table. That gap is common since teams often assume general HR Case access covers Benefits too.