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

Balakrishna_ABK · 3 weeks ago

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

anything to update ?

Balakrishna_ABK · 3 weeks ago

Hi @Hemanth EK , Is that a bug from ServiceNow , how to fix it ?

Dr Atul G- LNG · 3 weeks ago

This is not a bug; it is an intended feature. Do you need to make the changes? @Balakrishna_ABK

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Hemanth EK · 3 weeks ago

Hi @Balakrishna_ABK ,

I don’t think this is a ServiceNow bug, since the OOB workflow is working fine and classifying all the fields correctly. It seems like something is not getting carried over properly when the workflow is copied.

My guess is that some configuration possibly related to the AI step or the field mappings for Service and Service Offering isn’t being applied in the copied version. I’m currently reviewing those settings to identify what might be missing.

Chris Doernbra1 · 2 weeks ago

I am seeing similar issues. I made a copy as well because I want a different trigger but once copied it will not trigger. I have to manually invoke it in the now assist panel.