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.