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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Tanushree Maiti
Giga Patron
In response to GM5

3 weeks ago

Hi  @Geraldina Valer 

 

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.

Please Accept the solution if it assisted you with your question & Mark this response as Helpful.
Regards
Tanushree Maiti
ServiceNow Technical Architect
LinkedIn: https://www.linkedin.com/in/tanushreemaiti
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GM5
Tera Guru

Tuesday

Hey Geraldine,

Here's what we did to fix it, hope is not to late. Basically is an ACL issue check if the user used as AI agent e.g sns.aia.worker has the proper roles, check the access analyzer and see if it can write on incident table, our case we have to create a new AI user and clone the entire flow to be able to edit.

Solved: Re: Triage and Categorize Incident does not update... - Page 2 - ServiceNow Community

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