Resolve HR cases Agentic Workflows

Vasanth001
Tera Expert

Monday

Hello Community,

I’m currently evaluating the OOTB agentic workflows for HRSD, specifically:

  • Predict and Transfer
  • Resolve Non‑Critical HR Cases
  • Resolve Critical HR Cases

In the ServiceNow Community YouTube demo videos, these workflows function as expected. However, I’m facing issues in one of our instances where:

  • All required licenses are available
  • Relevant plugins are installed
  • AI Search is active
  • GAF (Generative AI Framework) appears to be configured correctly

Issue Observed

  • When I test the OOTB workflows directly using the “Test” option in AI Agent Studio, they work as expected.
  • However, when I duplicate these OOTB workflows, activate them, and enable the trigger, they are getting triggered but in the work notes of a HR Cases it's saying that "An error while predicting the HR service for this case. Please review"
  • Also, when I test the OOTB flows as is, the HR Cases are getting predicted however, the predicted services are not the services that I'm expecting. Please help me here as well how to setup this configuration to work properly.

What I’ve Checked So Far

  • Plugin installation
  • AI Search status
  • GAF configuration
    All of these appear to be set up correctly, but I may be missing a configuration or prerequisite.

Ask

  • Are there any additional configurations or dependencies required specifically for duplicated agentic workflows to trigger?
  • Is there a difference in execution context, trigger conditions, roles, or system properties between OOTB and duplicated workflows?
  • Any guidance on end‑to‑end validation steps for HRSD agentic workflows would be greatly appreciated.

Thanks in advance for any pointers or insights.

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4 REPLIES 4

rpriyadarshy
Tera Guru

Monday

@Vasanth001 

Predict and Transfer- Uses 2 Ai Agent and it seems its failing at RECORD FIELD VALUE PREDICTION AGENT. Try running the Agentic Workflow  in AI Agent STudio and see the Execution Logs .

 

Also Check the GAF Configuration for HR cases-- See your Cloned Agentic Workflow is referring it.

 

Regards

RP

 

 

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Vasanth001
Tera Expert
In response to rpriyadarshy

Monday

Thank you for the response. Yes, I did tried running workflow in AI Agent Studio and the message I can see in the execution log for the agent "Record Field Value Prediction Agent" is this "An error while predicting the HR service for this case. Please review".

Also, could you please let me know how I can cross check the GAF configuration for HR cases and how to confirm this is referring to the cloned Agentic Workflow.

Thank you for you patience!

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rpriyadarshy
Tera Guru
In response to Vasanth001

Tuesday

@Vasanth001  In the AI Agent - Record Field Value Predeiction ---> There must be some tools have a look at those .

 

I dont have lab to check  the Tools but GAF  Acts as a Back-end AIML Framework that analyzes historical data  to Suggest action on new Cases.

 

Refer GAF FAQ on Now Assist Articles . I can not paste it here as my company has blocked any upload for Service-Now Community.

 

Regards

RP

 

Vasanth001
Tera Expert
In response to rpriyadarshy

Thursday

@rpriyadarshy This FAQ is helped me for extent but the issue is not resolved yet, however I greatly appreciate your guidance in this. 

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