Resolve HR cases Agentic Workflows

[Vasanth001]

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.

[Zach3]

Bump - having a similar issue when trying to test and use the "Predict service and transfer HR Cases." I've also done the same troubleshooting steps, and added role "sn_uxc_gen_ai.platform_ai_field_predictor" to the "sn_hr_core.case_writer" role, but still not having any luck. Any tips or suggestions would be appreciated!