I'm working on a use case where I want to trigger an AI Agent use case when an incident is created in ServiceNow. I’ve configured the trigger correctly — the use case is active, the condition is properly set, and the assigned roles are in place — but still, the trigger doesn't fire automatically as expected when a new incident is created.
To work around this, I decided to use the "Trigger AI Agent Use Case" flow action, which allows me to invoke the use case programmatically through a script. This approach works initially, and the AI Agent executes as expected. However, when I try to run it again for the same record, it fails silently and doesn't trigger the agent. On checking the logs, I noticed that it reports an open or in-progress conversation already exists for the record, which blocks the agent from running again.
Getting below error:
*** Script: sn_aia.TriggerRuntimeUtil: invokeAIATrigger() - Run as User [db929************e45a01] has an open or in progress agent conversation for this triggered target record [69***********************e9]
Now, I’m trying to understand how I can properly close or reset the agent conversation associated with a record so that the flow action can be used more than once if needed.
Alternatively, it would be helpful to know why the original trigger configuration is not working automatically, even though all the required settings appear to be correct.
