---
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 noncritical HR cases

# Resolve noncritical HR cases agentic workflow {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 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 noncritical HR cases agentic workflow

The Resolve noncritical HR cases agentic workflow automates the evaluation and response process for HR cases submitted by employees.
It distinguishes between critical and non-critical HR inquiries, automatically addressing non-critical cases by providing relevant recommendations and notifications without human intervention.
Critical cases are escalated for human agent involvement, ensuring timely and appropriate handling based on case severity.
Show full answer Show less  

## Key Features

* **Criticality Assessment:** The workflow uses AI agents to determine whether an HR case is critical or non-critical.
* **Automated Recommendations:** For non-critical cases, it searches HR knowledge articles and catalog items, then recommends relevant solutions to the employee.
* **Notifications:** Employees receive notifications via ServiceNow Otto Virtual Agent or email containing recommendations and options to provide feedback or close the case.
* **Human Agent Escalation:** Cases flagged as critical automatically trigger requests for human agent intervention.
* **Configurable Workflow:** Customers can duplicate and customize the workflow instructions and activate new versions to align with specific business needs.
* **Integration with ServiceNow Otto:** Utilizes agents, tools, and triggers from the ServiceNow Otto application for seamless automation.
* **Testing Capability:** The workflow can be tested in AI Agent Studio with real-time decision logs, helping administrators validate AI agent actions before deploying.

## Key Components

* **AI Agents:**
  * **HR Search and Notify AI Agent:** Finds relevant HR knowledge articles and catalog items and sends notifications.
  * **HR Criticality Detection AI Agent:** Determines the criticality level of HR cases to decide workflow routing.
* **Trigger Business Rule:** Executes the workflow based on specific conditions after HR case prediction and transfer use cases complete, allowing customization to meet organizational requirements.

## Practical Use for ServiceNow Customers

This agentic workflow enables ServiceNow customers to streamline HR case management by automating responses to non-critical HR requests, reducing manual workload for HR agents, and improving employee experience through prompt and relevant guidance. It ensures critical issues receive appropriate human attention, maintaining service quality and compliance. Customers can customize and test the workflow to fit their HR processes before full deployment.  
Use the Resolve noncritical HR cases agentic workflow to assess the criticality of HR cases and automatically respond to noncritical inquiries without human intervention. Human agents must intervene when requests are marked
critical.

## Resolve noncritical HR cases agentic workflow overview {#employee-issue-resolver-na__section_w2h_k2d_y2de}

The Resolve noncritical HR cases agentic workflow can evaluate HR requests submitted by employees of both critical and non-critical nature. The workflow:

* checks criticality
* generates recommendations for a non-critical request fulfillment
* requests for a human agent intervention when a case is identified as critical
{#employee-issue-resolver-na__ul_x1j_psv_mhc}

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.

## Accessing the Resolve noncritical HR cases agentic workflow {#employee-issue-resolver-na__section_lz5_zrr_y2c}

To access the agentic workflow:

1. Navigate to AllAI Agent StudioOverview.
2. Select Agentic workflowsResolve noncritical HR cases.
{#employee-issue-resolver-na__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 noncritical HR cases agentic AI agents {#employee-issue-resolver-na__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-resolver-na__table_bpl_31s_y2c__entry__2}

| AI agent | AI agent role |
|-|-|
| HR search and notify AI agent | Performs search to find relevant HR knowledge articles and catalog items related to the given query and raise notification if relevant information is found. |
| HR criticality detection AI agent | Performs criticality detection on an HR case and acts based on the criticality level. |
[Table 1. Agents used in the Resolve noncritical HR cases agentic workflow]

{#employee-issue-resolver-na__table_bpl_31s_y2c}

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

## Trigger {#employee-issue-resolver-na__section_kgq_5sj_3hc}

Business rule: The Trigger non critical use case business rule serves as a trigger that executes following the completion of the Predict service and Transfer HR cases use case. This business rule contains
conditions that determine when the Resolve noncritical HR cases use case should be initiated. Modify the conditions to align with your specific business requirements.

## Executing a test scenario {#employee-issue-resolver-na__section_ykb_w5w_y2c}

You can run this workflow on the Testing page of AI Agent Studio with the following utterance in the Task field:
"Resolve 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 assesses each HR case to determine its criticality.

* For non-critical cases, it retrieves and recommends relevant articles, then notifies the employee via ServiceNow Otto Virtual Agent or email. Employee can review the recommendations, provide feedback, or close the case.
* For critical cases, Human agents intervention is requested.
{#employee-issue-resolver-na__ul_sjb_3rn_4hc}

## Example of event creation on Agent Workspace for HR Case Management {#employee-issue-resolver-na__section_l2p_by5_fhc}

This is an example of how the Resolve noncritical HR cases agentic workflow generates recommendations for a non-critical case, and sends email notifications to the requester.

*[\>]: and then