IT Service Management AI agent collection Triage and categorize ITSM incidents agentic workflow

  • Release version: Xanadu
  • Updated February 7, 2025
  • 3 minutes to read
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    Summary of IT Service Management AI Agent Collection: Triage and Categorize ITSM Incidents Agentic Workflow

    The Triage and Categorize ITSM Incidents agentic workflow enables the autonomous categorization of ITSM incidents by assigning categories, subcategories, and configuration items (CIs) based on incident descriptions. It also links incidents to major incidents or known problems when applicable. Modifications to the workflow can be made by duplicating it and adjusting settings, with the requirement to enable semantic indexing for the Problem table.

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    Key Features

    • Automatic Categorization: Incidents are categorized automatically, linking to major incidents or known problems as necessary.
    • Trigger Mechanism: The workflow can be triggered automatically based on specific incident states or manually when incidents are in progress.
    • AI Agents: A team of AI agents works sequentially to categorize incidents, link to major incidents, and connect to known problems.

    Key Outcomes

    By implementing this workflow, ServiceNow customers can streamline incident management processes, reduce manual categorization efforts, and enhance the speed and accuracy of linking incidents to relevant major incidents or problems. This ultimately leads to improved operational efficiency and faster resolution times.

    Use the Triage and categorize ITSM incidents AI agent team to assign incident categories, subcategories, configuration items (CI), major incidents, and known problems autonomously.

    Triage and categorize ITSM incidents agentic workflow overview

    Using the Triage and categorize ITSM incidents agentic workflow, autonomously assign incident categories by assigning a category, subcategory, and a configuration item (CI) to incidents based on the incident short description. After categorizing the incident, automatically link incidents to major incidents or known problems.

    To modify the Triage and categorize ITSM incidents agentic workflow, duplicate it, and adjust the settings according to your requirements.
    Note:
    You must enable the semantic indexing for the Problem table when you duplicate the agentic workflow. For more information, see Semantic Index Field form.
    Important:
    When you modify an agentic workflow, AI agent, or a tool, make sure that you update all instructions accordingly.
    Important:
    To search for related major incidents, you must activate the Incident Management - Major Incident Management plugin (com.snc.incident.mim). For more information, see Activate Incident Management - Major Incident Management.

    Triage and categorize ITSM incidents agentic workflow

    This workflow does the following:
    1. Automatically categorizes the incidents.
    2. Then, searches for related major incidents and if found, links them to the incident.
    3. If no major incidents are found, then it searches for related problems, and if found, links them to the incident.
    To access the agentic workflow:
    1. Navigate to All > AI Agent Studio > Create and manage.
    2. Select Triage and categorize ITSM incidents.
    Important:
    In the Edit trigger form, make sure that the Active button is turned on to enable the AI agent to trigger autonomously. You must enter the sys_id of the user with the itil role when the trigger is activated.

    Setting automatic or manual triggers for the agentic workflow

    Based on the incident assignment, state, and priority, the Triage and categorize ITSM incidents agentic workflow is triggered either automatically or manually.
    Type of trigger Field values
    Automatic
    • State is New
    • Assigned to is empty
    • Priority is 3, 4, or 5
    • State is updated to In progress
    • Assigned to is empty
    • Priority is 3, 4 and 5
    Manual
    • State is In progress
    • Assigned to isn’t empty

    AI agents used in the Triage and categorize ITSM incidents agentic workflow

    The Triage and categorize ITSM incidents agentic workflow uses a team of AI agents to identify the category, subcategory, and configuration item for an incident automatically, and link associated major incidents or known problems.

    Important:
    In the Define availability screen for the AI agent, make sure that the Status field is enabled to activate the AI agent.
    Table 1. AI agents and their roles listed in the order of execution in the Triage and categorize ITSM incidents agentic workflow
    AI agent AI agent role
    Categorize incident AI agent Automatically assigns service, service offerings, and configuration items (CI) to the incidents.
    Link major incident AI agent
    Important:
    To search for related major incidents, you must activate the Incident Management - Major Incident Management plugin (com.snc.incident.mim). For more information, see Activate Incident Management - Major Incident Management.
    If this AI agent identifies a related, most similar major incident, it automatically links it to the current incident and ends the workflow.
    Link incident to problem AI agent If the Major incident linker AI agent doesn't find a related major incident, then the Incident problem linker AI agent takes over. If it identifies any ongoing problem that best matches the incident, then it automatically links it to the incident.

    Assigning incident categories

    In the agentic workflow record:
    1. Review the information in the Describe and connect screen and in the Define trigger screen. Make the necessary updates, and then select Save and Continue.
    2. In the Select display screen:
      1. Choose where you want the agentic workflow output to be displayed.
      2. Use the arrow next to the display option to add roles that can access the agentic workflow.
        Note:
        The itil role is added by default.
      3. Select Save and test.

        The agent executes the request for the agentic workflow.

    Example of Triage and categorize ITSM incidents agentic workflow output in the ServiceNow AI Agent StudioTriage and categorize ITSM incidents agentic workflow output .

    In the AI Agent Studio, the human agent gets notified as soon as the category recommendation is generated so that they can follow the on-screen instructions and complete the task. For more information, see Request the generative AI capabilities in ITSM by using the Now Assist panel.