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 ? 

[Balakrishna_ABK]

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

[Dr Atul G- LNG]

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

[Hemanth EK]

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]

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.

[Tanushree Maiti]

Hi @Balakrishna_ABK 

Refer this KB : KB2989600 Agentic Workflow not working as expected when triggered from Now Assist Panel 

Issue

Customized version of OOB 'Triage and categorize ITSM incidents' agentic workflow sometimes gets stuck or gets something is wrong/broken in Now Assist Panel.

Cause

The workflow instructions in the custom version were not aligned with the latest OOB "Triage and categorize ITSM incidents"version.

The base plan lacked critical directives that the OOB includes, which is likely causing the ReActive Planner (orchestrator) to intermittently terminate the workflow before any agent or tool is executed, with the message: "Unable to proceed with incident triage because the incident description is missing and cannot be requested per the instructions."

The OOB base plan additionally includes the following directives that were missing from v2 instructions (see screenshot):
- "All three AI Agents must be executed — none should be skipped."
- "Execute all AI Agents in parallel, since there are no dependencies between them."
- "Ensure each Agent runs fully and independently, even if previous Agents complete early or produce empty results."

 

Resolution

Adding the missing directives in the instructions resolved the issue.