Triage and Categorize Incident does not update fields

[GM5]

Hi All,

We are having issues with the Triage and Categorize incident Agentic workflow, as the subject suggest After a successful run the now assist AI provide suggestions for category and subcategory but does not update the fields it adds work notes, previously this was working.

After we upgraded to latest NOW assist for ITSM version this started to happen

What we did:

- Repaired plug in , did not work
- Upgraded latest version of NowAssist plug in, did not work
- Applied latest SN patch, did not work

Note: This feature is OOTB we haven't done any update.


THIS IS WHAT WE EXPECT 

THIS IS WHAT IS HAPPENING

**No update is done on target incident

[rpriyadarshy]

@GM5 

Did you checked the Tool Script which is responsible for Updating CAT , SUB CAT & WorkNotes of The Incidents?

SN_AIA_EXECUTION_PLAN

SN_AIA_EXECUTION_TASK

SN_AIA_TOOL_EXECUTION

Regards

RP

[GM5]

By "Check" what do you mean? these tool scripts are out of the box, no changes have been done since activation, is there something else that needs to be done after initial activation? 

Thanks

[GM5 · Accepted solution]

Found a solution for our scenario, it might not work for yours but could help to find what is happening, basically it was a Permission issue OOTB AI user relies on OOTB ACLs that were removed by customer.

The root cause:

Customer had several new ACLS and also disabled the OOTB  Incident* ACL (this want grants write access to all users with Itil role to table incident)  this affected the write privileges of the AI user that comes out of the box such as itsm.aia.worker

Here's what the Access analyzer showed us about Write access for  ITSM Worker ai Agent [itsm.aia.worker]  all blocked, no write access because of several ACLS customizations. bottom line this user might work if an instance is very vanilla.

Workaround / Fix:

1. Create a new user, make sure to set the Identity type = AI 
2. Add the roles accordingly to your AI agent user, mimic an integration user who already writes incidents etc.. whatever fits your ACL
3. Test using the Access Analyzer, make sure to use the same record that helps to narrow the "what ACL permissions this AI agent might need.."
4. Once user is done, then Go to AI agent studio and Clone the Triage and categorize ITSM incidents agentic flow
   • WHY CLONNING YOU ASK? well out of the box this AI flow cannot be edited(except for showing on now assist panel)  (see attached) so your new user with the proper access cannot be added here.
   • 
5. Clone add a descriptive name, then add your new user under define data access section
6. Save save save etc.
7. Then you must do the same to each of the AI agents, not sure why but the permissions doesn't inherit from AI flow to AI agents,
   • Clone, rename and set Define data access to new AI user
8. Once AI agents have been clonned and properly upated with new user go back to AI flow and remove the OOTB AI agents just keep your clonned copy of 
   • Link major incident or problem AI Agent (copy)
   • Categorize ITSM incident AI agent (copy)
   • Classify service and CI AI agent (copy)
9. Save
10. Go back to the AI agent Studio
11. Open the OOTB triage and categorize ITSM incidents and navigate to Select channel and status
12. In there turn off the "Engage via the now assist panl"
13. Save
14. This way ONLY your cloned AI flow will trigger.

**THIS WORKED FOR US

Can't guarantee will work for you but give it a try.