Trigger AI Agent

[Vinay49]

We have developed an AI agent to classify cases based on the short description and description fields. The agent performs as expected and provides accurate results during manual testing.

We are now aiming to automate this process. To achieve this, we have created  a "Add trigger" with the following details:

Select a Trigger: Created
Name: Trigger when case is created
Trigger Objective: To classify cases automatically
Trigger is ON
Table: Case
Run As: Myself (sys_id has been added in the script)
However, the trigger does not execute when a new case is created.

Could you please advise if there is anything missing or incorrectly configured that might be preventing the AI agent from being triggered?

OR
Do we need to create agentic workflow & trigger from there? even if it is only one AI agent to add in it.

Note:AI aAgent is Active.

[Tanushree Maiti]

Hi @Vinay49 

You do not need a custom trigger script;

ServiceNow’s native machine learning ( Predictive Intelligence) evaluates Short Description and Description and automatically populates fields (like Category, Assignment Group, or Priority) when a case is created

Predictive Intelligence for case management 

[AlpUtkuM]

Hi @Vinay49 

I was having exact same issue and I got over It by updating Now Assist AI Agents plugin.

[Vinay49]

Hi @AlpUtkuM ,
Thanks for reply. We have already the plugin up to date.

[warren_chan]

Double-check that your Conditions align for the creation of the record. A common mistake is to add a Condition that isn't actually true for the situation of a Create:

 

To troubleshoot, I would suggest starting off with "Created or updated" before refining Conditions further.