Investigate and resolve ITSM incidents agentic workflow seems to not start

[User687957]

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

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

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

[User687957]

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

[rpriyadarshy]

It Seems Its Dynamic and Based on Incident Condition its Appearing or Not Appearing , Is This the Case?

Also Check its Autonomous or Human in Loop is (Supervised) , It Should be Supervised?

Regards

RP

[User687957 · Accepted solution]

Hello @rpriyadarshy , after different testing here is what I has to do to make it works.

1- I add to activate it by changing the scope

2 Then what is happening is that based on conditon of the trigger, in this case In progress and Assigned, then the AI workflow start automatically and add a resolution proposition in work notes of the ticket.

Then it was mentionned in the documentation also that it should be discover in the Agent Panel. By discover I was thinking that it was shown as a button when you start a conversation.
But in fact the same Agent workflow start if you ask the question like "can you help me investigate current incident" ? Then you can see that the workflow and tools gets called.

Regards