Close HR case Resolution notes generation skill sometimes creates two records in sys_gen_ai_usage_log and sys_generative_ai_log table - Known Error

Close HR case Resolution notes generation skill sometimes creates two records in sys_gen_ai_usage_log and sys_generative_ai_log table Description In Agent Workspace for Human Resources, when closing the case, the resolution notes generation skill sometimes creates two records in sys_gen_ai_usage_log and sys_generative_ai_log table, consuming additional Assists than necessary When using the Resolution notes generation skill, there is sometimes two records created when the skill is only used once. Note that the issue does not always occur. It is reproducible if you do try multiple times.

Steps to Reproduce

0. Log into an instance with the following enabled:

Agent Workspace for HR Case Management - v4.3.1 Now Assist for HR Service Delivery (HRSD) - v12.0.7

... and all related/dependent apps, and skill configurations

Set up the Resolution notes generation skill via the now assist admin console /sn_nowassist_skill_config.do?sys_id=ebd7c14c880d3110f8777b97b14a6aa4 ensure the in_product_active flag is true on the related sn_nowassist_skill_config_status record

1. Impersonate as HR workspace user if not already 2. Go to HR Agent Workspace. 3. Open an HR case that is Ready state 4. Change the state to 'Closed Complete' which will open the modal and trigger the skill. Do not save the record. 5. Go to the Generative AI Usage Logs (sys_gen_ai_usage_log) table.

Expected behavior: Only one record is seen in sys_gen_ai_usage_log / sys_generative_ai_log. Actual behavior: Occasionally, there are two records seen in sys_gen_ai_usage_log / sys_generative_ai_log.

Workaround On the affected instance, ensure you have the latest available applications installed and up to date:

Agent Workspace for HR Case Management Now Assist for HR Service Delivery (HRSD)

Then, download and install the update set attached to this KB.

1. Upload the XML File Navigate to System Update Sets > Retrieved Update Sets. Scroll down to the Related Links section at the bottom of the list. Click the link Import Update Set from XML. Choose File: Select the XML file from your local computer. Upload: Click the button to load the file into the instance. It will now appear in the list with a state of Loaded.

2. Preview and Resolve Conflicts Open the record of the newly uploaded update set from the Retrieved Update Sets list. Click Preview Update Set to check for potential errors or collisions with existing system configurations. Resolve Issues: If there are errors (e.g., missing dependencies or newer versions of a record already exist), you must address them by choosing to "Accept remote update" or "Skip remote update" before proceeding.

(Choosing "Accept remote update" will accept the fixing changes, but will overwrite the local changes)

3. Commit Changes Commit: Once the preview is successful (State: Previewed), the Commit Update Set button will appear. Confirm: Click it to apply the changes to your current instance. The state will change to Committed upon completion.

Test the fix is applied by testing the feature to ensure only sys_gen_ai_usage_log is generated per Resolution notes generated.