---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/employee-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Resolve critical HR case

# Resolve critical HR case agentic workflow {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read

Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Resolve critical HR case agentic workflow

The Resolve critical HR case agentic workflow in ServiceNow streamlines the resolution of critical HR requests by automatically generating tailored fulfillment plans.
It leverages fulfillment instructions, knowledge base (KB) articles, and resolution notes from similar past cases to assist HR agents in efficiently planning and executing case resolutions.
This workflow is part of the ServiceNow Otto application and can be customized by duplicating and modifying its settings.
Show full answer Show less  

## Setup and Access

* Ensure the Group Action Framework is configured.
* Run the **HR service GAF grouping job** with admin rights to generate the necessary offline flow in the global scope.
* Run and monitor the **GAF - Run Offline Flow** scheduled job.
* Access the workflow via **AI Agent Studio**: Navigate to All \> AI Agent Studio \> Overview \> Agentic workflows \> Resolve critical HR case.
* The guided setup provides detailed descriptions of included AI agents and tools, accessible by selecting agent names.

## Key AI Agents

This workflow uses two main AI agents, which must be activated via their availability status toggle:

* **HR Case Planner AI Agent:** Generates a step-wise fulfillment plan for HR cases when fulfillment instructions are available.
* **Next action recommended AI Agent:** Creates an optimal resolution plan by analyzing similar cases, relevant KB articles, and web search results when no fulfillment instructions exist.

## Enabling the Generate Plan UI Action

To allow HR agents to generate fulfillment plans directly from the HR case form or Agent Workspace, activate the **Generate plan** UI action:

* Navigate to All \> System UI \> UI actions.
* Search for "Generate plan" and set the Active flag to true.
* This adds a button to active HR case records to trigger the plan generation.

## Using the Workflow and Testing

After activation, HR agents can test the workflow in AI Agent Studio by entering an utterance such as **Plan in the Task field: HRC000XXX**. The AI agent decision log provides real-time insights into agent interactions and decisions, aiding validation and refinement.

The generated fulfillment plans consider case specifics, employee data, KB articles, and past resolutions. HR agents can further refine and approve these plans, which are then appended to the case work notes automatically.

## Important Usage Notes

* The Generate Plan option appears only for HR services of type **Manual Fulfillment**.
* It is not available for Employee Relations and Life Cycle Events cases.
* The option becomes available when the case moves to the **Ready** state.

This agentic workflow empowers ServiceNow HR customers to accelerate case resolution by automating and structuring fulfillment planning, improving efficiency and consistency in handling critical HR requests.  
Resolve critical HR requests efficiently with the Resolve critical HR case agentic workflow. This workflow generates a tailored fulfillment plan for an HR case using fulfillment instructions, KB articles, or resolution notes of
similar past cases. It helps accelerate the resolution process by providing planning support to HR agents.

## Resolve critical HR case agentic workflow overview {#employee-issue-resolve-critical__section_w2h_k2d_y2c}

The agents, tools, and triggers that are associated with this agentic workflow are provided by the ServiceNow Otto application. To change this
agentic workflow's instructions, duplicate it, adjust the settings, and activate the new version.

## Prerequisites and setup {#employee-issue-resolve-critical__section_krf_xrv_2hc}

Perform the following steps after you [Configure Group Action Framework](https://www.servicenow.com/docs/access?context=configure-gaf&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).

1. Navigate to AllSystem DefinitionScheduled jobs.
2. Run HR service GAF grouping job with an admin role. This generates GAF - Run Offline Flow in the Global scope.
3. Run GAF - Run Offline Flow and monitor its progress.
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## Accessing the Resolve critical HR case agentic workflow {#employee-issue-resolve-critical__section_lz5_zrr_y2c}

To access the agentic workflow:

1. Navigate to AllAI Agent StudioOverview.
2. Select Agentic workflowsResolve critical HR case.

{#employee-issue-resolve-critical__ol_fkq_csr_y2c}The first step of the guided setup includes a complete list of included AI agents. Selecting the name of an AI agent opens it in a new browser tab, where you can see the full description, role, list of steps, and tools. Tools are displayed in the second step of the AI agent guided setup, Add tools and information.

## Resolve critical HR case AI agents {#employee-issue-resolve-critical__section_gxv_xsr_y2c}

The following table lists the agents that are used in the Resolve noncritical HR cases agentic workflow.  
Important:  
In the Define availability screen for the AI agent, make sure that the Status toggle is enabled to activate the AI agent.  
{#employee-issue-resolve-critical__table_bpl_31s_y2c__entry__2}

| AI agent | AI agent role |
|-|-|
| HR Case Planner AI Agent | Creates an ordered step-wise fulfillment/execution plan for an HR case based on specific COE or HR service. Note: This AI agent is invoked when fulfillment instructions are present for an HR case. |
| Next action recommended AI agent | Identifies the optimal steps for resolving tasks by referencing similar case details, reviewing relevant knowledge articles and web search results. It summarizes and presents to the user a step-by-step summarized resolution plan and derived action plan. Implements the feedback flow only when asked for it. Note: This AI agent is invoked when fulfillment instructions aren't present for a case. |
[Table 1. Agents used in the Resolve critical HR case agentic workflow]

{#employee-issue-resolve-critical__table_bpl_31s_y2c}

To change this agentic workflow's instructions, duplicate it, adjust the settings, and activate the new version.

## Trigger {#employee-issue-resolve-critical__section_b4v_ylq_fhc}

UI action: To make Generate plan available to users on the HR case form in UI16 and Agent Workspace for HR Case Management, you must activate the UI action. When activated, a button appears that says Generate Plan when users are looking at active records on the HR case table.

1. Navigate to AllSystem UIUI actions.
2. Search in the Name field for Generate plan.
3. Open the record.
4. Set Active to true.
5. Save or update the record.
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## Executing a test scenario {#employee-issue-resolve-critical__section_ykb_w5w_y2c}

After the workflow has been activated in AI Agent Studio, you can run this workflow on the Testing page of AI Agent Studio with the following utterance Plan in the in the Task field: HRC000XXX.  
The AI agent decision log displays the AI agents that are working to resolve the case, and you can watch their interactions, decisions, and thought processes as they happen in real time.  
Note:  
The AI agent decision log is available in the Testing section in AI Agent Studio and is intended for testing purposes only.

The AI agent creates fulfillment plans by analyzing HR case details, employee information (location and designation), relevant KB articles, fulfillment instructions, and resolution notes from similar cases. HR agents can refine the plan through prompts before approving it. Approved plans are automatically added to the case work notes.  
Note:  
The option to generate a resolution plan appears only:

* For the HR service of Fulfillment type: Manual. It does not appear for the Employee Relations and Life Cycle Events cases.
* When a case is move to Ready state.
{#employee-issue-resolve-critical__ul_o5n_rt5_fhc}

## Generating a resolution plan for an HR case {#employee-issue-resolve-critical__section_ltk_c1v_fhc}

For more information, see [Generate a fulfillment plan](https://www.servicenow.com/docs/eNoF0J4DYj2QMTJ7k0qoxw "Auto-generate a fulfillment/execution plan for a case. Accelerate the resolution process by providing planning support to HR agents.")

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