Agentic Workflow "Triage Cases" not working for cases

andreiarain
Giga Contributor

3 weeks ago

Hello, 

I am currently working in a development environment, exploring the out-of-the-box (OOB) functionality of AI Agents. I have been testing the Agentic Workflow “Triage Cases” and enabled the OOB triggers so that the workflow runs for both interactions and cases.

From my testing:

When triggered from interactions, the workflow behaves as expected:

  • I created an interaction where the workflow runs and a case is created by the AI Agent, as shown in the attachment “Triage Cases - Interaction that created a Case.”

    andreiarain_1-1776158487223.png

     

     

  • However, after the case is created, I can see that the Agentic Workflow “Triage Cases” was executed, but no additional information is provided, as shown in the attachment “Triage Cases - Case Created From Interaction.”
     

     

    andreiarain_4-1776158520049.png

     

After reviewing the available documentation and the workflow description, I am not entirely certain whether this workflow is expected to function when a case is created directly. However, since the case meets the trigger conditions, I would expect the Agentic Workflow to process it and provide additional information.

Could you please provide more information on how this workflow is intended to work, particularly when triggered by a case? Additionally, is this behavior expected, or is there any additional configuration required?


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warren_chan
ServiceNow Employee

3 weeks ago

Hard to say, but you might be running into a bug, depending on which version of the application you're on. In the Triage Cases Agentic Workflow, there's a Context Validator AI agent, which runs the "Get record details" tool. The tool has this script:

 

(function(inputs) {
    var output = {};
    var CSMAIA = new sn_csm_ai_agents.NowAssistCSMAIAgents();
    output.source_record = CSMAIA.getRecordDetails(inputs.record_table, inputs.record_sys_id_or_number);
    if (gs.nil(output.source_record))
        return "No details were available for the source record.";
    return output;
})(inputs);

 

It appears that the tool (and script) is failing to acquire the Case record correctly from its given inputs. You may want to open a Support case on Now Support for further investigation as this artifact has read-protection.

julesweijte
ServiceNow Employee

a week ago

Might be a good idea to look at the execution in the AI Agent Studio Activity view. Every execution is tracked and you can (re)open the execution from the Now Assist Panel. The benefit of the AI Agent Studio Activity view is that you can see the reasoning stream with the input, output and reasoning in the agent for the tools.
Having said that, I have reworked the Triage Cases workflow for myself as I also found issues with execution on cases.