UI Action not triggering AI Agentic Workflow (Select Channels & Status) on Incident table

[HarikaNakhate]

Hi Community,

I’m working on an existing AI Agentic Workflow that successfully generates a resolution plan when triggered through its configured channels. In the workflow, under Select Channels & Status, I have added a UI Action as one of the channels.

However, when I try to implement the same UI Action on the Incident table, it’s not working / not triggering the workflow as expected.

What I’ve done so far

• AI Agentic Workflow is already created and works in general.
• Under Select Channels & Status, I configured a UI Action channel.
• I created/added the UI Action on the Incident table and tried triggering it from an incident record.
• Clicking the UI action does not seem to invoke the workflow or produce any output.

Looking for suggestions on what to check

Could anyone share ideas on what might block the UI action from triggering the Agentic workflow?

[pr8172510 · Accepted solution]

Hi Harika,

Good question — this is a common issue when working with AI Agentic Workflows and UI Actions.

A few key things to check:

1. UI Action must explicitly invoke the workflow

Adding a UI Action as a channel in Select Channels & Status does not automatically bind any UI Action on the table to the workflow.

Make sure your UI Action is actually calling the Agentic Workflow. Depending on your setup, this typically requires:

• Calling the appropriate API / Script Include
• Or triggering the workflow via server-side script

If the UI Action has no script (or only client-side code), it won’t trigger anything.

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2. Ensure the UI Action is server-side

Agentic workflows are triggered server-side, so:

• Set Client = false
• Use the Script field in the UI Action

Client-side only UI Actions will not invoke the workflow.

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3. Validate Channel configuration

In your Agentic Workflow:

• Double-check the UI Action channel name/identifier
• Ensure it exactly matches what your UI Action is invoking (if applicable)

Any mismatch here will prevent triggering.

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4. Check conditions and table context

• Confirm the workflow is allowed for the Incident table
• Verify there are no conditions or state filters blocking execution
• Make sure the record meets the workflow entry criteria

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5. Debug logs

Check:

• System Logs (All / Application Logs)
• Any AI / Agentic execution logs (if enabled)

This can help confirm whether the click is reaching the workflow engine at all.

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6. Permissions

Ensure the user:

• Has access to execute the UI Action
• Has roles required for the Agentic Workflow