Triage and Categorize ITSM Incidents does not update category

Geraldina Valer
Tera Contributor

4 weeks ago

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.”

 

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6 REPLIES 6

Tanushree Maiti
Giga Patron

4 weeks ago

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 

 

Please mark this response as Helpful & Accept it as solution if it assisted you with your question.
Regards
Tanushree Maiti
ServiceNow Technical Architect
Linkedin:
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Geraldina Valer
Tera Contributor
In response to Tanushree Maiti

4 weeks ago

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

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rpriyadarshy
Kilo Sage
In response to Geraldina Valer

4 weeks ago

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

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GM5
Tera Guru
In response to Geraldina Valer

3 weeks ago

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.

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