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