An incident that starts in the wrong category doesn't just get relabeled. It sits in the wrong queue, reaches the wrong team, and waits while someone figures out where it belongs. Every recategorization is time your team spends sorting work instead of resolving it.

The Triage and categorize ITSM incidents agentic workflow is designed to get that first guess right. It sets the category and subcategory once the incident has been created.

What happens when an incident comes in?

When a new, unassigned incident arrives, the workflow reads its short description and sets the category and subcategory. Additionally, it can fill in the service, service offering, and configuration item, and check for a related major incident or known problem to link. Changes are recorded in the incident's work notes, so your team can see what was set.

Out of the box, it runs automatically on lower-priority incidents (P3–P5). Your highest-priority work isn't triaged automatically unless you choose to change that.

Your team can still edit any field the workflow sets.

Three decisions before you switch it on

1. Who owns it. Setup needs an admin.

2. Whether you want major-incident linking. This depends on a separate plugin. If you don't use it, the workflow still categorizes and links known problems.

3. Which identity it runs as. Out-of-box, it runs as an AI agent user. Check that the user's roles fit your access policies.

Get started

• The workflow may already be available on your instance.

• Ready to automate incident triage? Set up AI incident triage or reach us at [email protected].

• Not the person who configures your instance? Forward this to your ServiceNow admin.

• Setup itself happens in AI Agent Studio. Read more about it here: https://www.servicenow.com/docs/r/intelligent-experiences/ai-agent-studio.html