Investigate and resolve ITSM incidents agentic workflow seems to not start

User687957
Tera Expert

2 hours ago

Dear all,

I would like to try to checn how this "Investigate and resolve ITSM incidents agentic workflow" is interating with an incident.

What I have noticed from its default configuration is that the trigger is manual and based on conditions as seen below

s4vkTrFebg.png

Based on the documention relative to this Agentic Workflow, it is state that when the condition is met, the workflow is discovered in NowAssist.
https://www.servicenow.com/docs/r/it-service-management/now-assist-for-it-service-management-itsm/no...

 

So what I have done to verify this :

1- I have open an incident which is New and not assigned

2- I assigned the incident to myself ( please note I have full admin rights)
3- Then I open now assist panel which is displayed as below
wCg69JUNTf.png

 

Did I miss something on the way to use it?

How to verify if the workflow agent has started ?

 

The documentation about this workflow is not so clear on how to use

 

Thanks for help

regards

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User687957
Tera Expert

35m ago

Okay,

I have been able to activate teh trigger by switching the scope.
Then I notice that the Agentic Workflow start automatically in background and add resolution information as a work-note to the current incident.

This is very confusing because, I was not expecting that the tigger fired automatically basd on condition which is confused in the docuementation. 
I was thinking that this condition makes the Workflow discoverable in the Agent only

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