Triage and categorize ITSM incidents - Agentic Workflow Issue

[Chris Doernbra1]

I have been trying to get the "Triage and categorize ITSM incidents" to automatically trigger when a new incident is created but nothing I do seems to get the trigger to work. This official video from SN states that this should be possible, https://www.youtube.com/watch?v=HAE3JdwtHoA. I have even seen another video by a dev that showed this to work. 

My steps:

1. Copied the agentic workflow to make my custom trigger change

2. Turned off the out of box agentic workflow to ensure that it does not conflict with my version

3. Set the trigger to Create or Update IF the short description is not empty. This was done to simply test whether or not or I could get the agentic workflow to trigger. This is such a simple filter and essentially any Incident created should cause the workflow to trigger. 

4. I used the service portal to submit an incident in the same way an end user would. This results in a new Incident that does not have the category, subcategory, ci, assignment set. I want this workflow to trigger and attempt to set these values.

Nothing happens. If I open the Service Operations Workspace and then open the Now Assist panel, I can get the agentic workflow to triage the Incident by typing "Triage INCXXXXX" but that defeats the purpose. 

What am I possibly missing here? I have followed all of the steps in the video and I am not doing anything complicated with the trigger.

[Chris Doernbra1]

Note, I do have an open case with SN but I wanted to also ask the community while I wait.

[GM5]

It seems like every single nowAssit related inquiry ends up whith a SN hi support... on the same boat if you get a fix please share!

[Tanushree Maiti]

Hi @Chris Doernbra1 

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.