AI agent analysis when incident is updated

[Sanket Pawar]

The requirement using AI Agent Workflow is , when a incident is updated by caller while incident is in resolved or on hold state then, the ai agent should automatically detect the updated value or field and then determine whether the incident fields assignment group , priority, category, service offering are still correct, can anyone guide me to achieve this use case

[Matthew_13]

Hi Buddy,

You can handle this with an AI Agent workflow triggered on Incident update.

Good approach:

• Trigger when an Incident in Resolved / On Hold is updated by the caller.

• Capture what fields changed (comments, description, service, etc.).

• Pass the changes and current incident data to the AI agent.

• Let the agent evaluate whether Assignment group, Priority, Category, Service offering are still correct.

• If confidence is high, auto-update the fields; otherwise, route to a triage group for review.

• Exclude system/AI updates to avoid loops.

This keeps it automated, safe, and auditable.

@Sanket Pawar - Please mark Accepted Solution and Thumbs Up if you found Helpful 🙂

[GlideFather]

Hi @Matthew_13,

can you elaborate a bit more? You mentioned Agentic workflow, that means it will have some AI Agents associated, but your reply is too vague to reflect this.

Also, could you share a use case where end user would be updating description or service and why? Usually end users are less technical, why to give them power to decide/change what service is impacted?