Copy of 'Triage and categorize ITSM incidents' agentic workflow is not working properly

[Balakrishna_ABK]

copy of 'Triage and categorize ITSM incidents' agentic workflow is categorizing incident category & subcategory but its not classifying service/service offering.

anything to update ? 

[Hemanth EK]

Your workflow updates Category & Subcategory because the AI step is configured only for those fields.

It is not updating Service / Service Offering because:

The prompt does not include those fields

Output mapping is not configured

Or historical data does not contain service values

What to do:

Edit the AI classification step.

Update the prompt to include:

Business Service

Service Offering

Map the AI output to:

business_service

service_offering

Republish the workflow.

[Dr Atul G- LNG]

Great one. Agree with @Hemanth EK 

Out of the box, it only supports Category and Subcategory. If you want to use the Service field as well, you will need to add this parameter to the workflow. @Balakrishna_ABK 

[Balakrishna_ABK]

Hi @Hemanth EK , thanks for the reply.

OOB 'Triage and categorize ITSM incidents' is working fine by categorizing category & subcategory also classifying service/service offering .

When I copy Triage and categorize ITSM incidents only category & subcategory categorizing is working.

I am copying as I need to change trigger condition (OOB flow is readonly).

[Hemanth EK]

Hi @Balakrishna_ABK  ,
Thanks for your response. I can confirm that the OOB “Triage and Categorize ITSM Incidents” workflow is working perfectly it categorizes Category and Subcategory and also classifies Service and Service Offering correctly.

However, after copying the workflow (since the OOB version is read-only and I needed to modify the trigger condition), only Category and Subcategory are getting populated. Service and Service Offering are not being classified in the copied version.