Wrongly calling out as TRIAGE in OOTB Agentic workflows?

[Suggy]

Triage refers to the assignment of priority levels to tasks or individuals to determine the most effective order in which to deal with them.

But the below 2 OOTB Triage cases

• CSM - Triage cases
• ITSM - Triage and categorize ITSM incidents

Just talks about 

• Assigning Category and Subcategory, Service, Service Offering, and CI and links the incident to an existing Major Incident or Problem

There is no logic for:

• Priority determination
• Impact vs urgency analysis
• Deciding what to work on first etc

So there is no "Triage" (in classical or ITIL sense) at all in those 2 workflows.

The meaning of Triage and the way workflow is designed doesnt match at all.

Is ServiceNow crazy to call it TRIAGE and then fill the fields?

[GM5]

Totally agree with you naming is wrong, it happens the same for "Create Standard change request " AI workflow... name suggest it only creates Standard, but this allows you to create all change types, is a minor thing but it confuses.

[Suggy]

Good to know about "Create Standard change request ". Thanks!