Triage and Categorize ITSM Incidents does not update category

[Geraldina Valer]

Hi!

When I tried to use this functionality, the category is not updated, and the incident work notes are updated with some steps instead. Is this the expected default behavior? I was expecting a response similar to: “Recommended incident (INC0868900) categorization details: xxxx.”

[Tanushree Maiti]

Hi @Geraldina Valer 

To have Now Assist directly update fields like Category, Subcategory, or Assignment Group, you can use the Triage and Categorize ITSM Incidents AI skill .

Refer: IT Service Management AI agent collection Triage and categorize ITSM incidents agentic workflow 

[Geraldina Valer]

It is available in the environment, but it doesn’t work.

[rpriyadarshy]

In the Given AGENTIC WORKFLOW please check the Tools Section which is Responsible for Updating DATA.

Also Try Running same Agentic Workflow from  AI Studio.

Regards

RP

[GM5]

Hey, I got the same issue after just enabling this... ours has no customizations it was just OOTB while we wait for servicenow to provide a solution (god knows when...) we ended up Cloning the "Categorize ITSM indient AI agent" then we added another tool to force the record to be updated because the "Update incident" is not doing anything at all it just add worknotes but no updates on category is done. Hope this helps you to find a solution.