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

[Dr Atul G- LNG]

Do you mean these field changes are not showing in the activity log once updated? Are you auditing these fields?

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0723730

https://www.servicenow.com/community/developer-forum/how-to-make-audit-history-available-in-activity...

[Tanushree Maiti]

Hi @GM5 ,

Refer this KB : KB2989600 Agentic Workflow not working as expected when triggered from Now Assist Panel 

Issue

Customized version of OOB 'Triage and categorize ITSM incidents' agentic workflow sometimes gets stuck or gets something is wrong/broken in Now Assist Panel.

Cause

The workflow instructions in the custom version were not aligned with the latest OOB "Triage and categorize ITSM incidents"version.

The base plan lacked critical directives that the OOB includes, which is likely causing the ReActive Planner (orchestrator) to intermittently terminate the workflow before any agent or tool is executed, with the message: "Unable to proceed with incident triage because the incident description is missing and cannot be requested per the instructions."

The OOB base plan additionally includes the following directives that were missing from v2 instructions (see screenshot):
- "All three AI Agents must be executed — none should be skipped."
- "Execute all AI Agents in parallel, since there are no dependencies between them."
- "Ensure each Agent runs fully and independently, even if previous Agents complete early or produce empty results."

 

Resolution

Adding the missing directives in the instructions resolved the issue.

[GM5]

I'm sorry please don't take it personal... did you even read my post? I was clear that this is not customized, this is OOTB, people here are desperate looking for answers, we have a lot on our shoulders... at least take the time to read what we post, check the screenshots etc... If you really want to help but don't have a clear answer just don't post it has been 5 posts in a row that you post something that is completely non related to what I post.

Thanks,

[Tanushree Maiti]

Hi @GM5 

I guess before you edited your content fully and posted, I replied . My Bad.