Categorize incidents use case

Triage and categorize ITSM incidents agentic workflow

In Yokohama Patch 3, May 2025, the Categorize incidents use case became the Triage and categorize ITSM incidents agentic workflow, and the Incident categorize AI agent became the Categorize incident AI agent. The combined notes list the same change under Xanadu Patch 9.

Family: Technology
Status: Current name since Yokohama Patch 3, May 2025
Verified: 18 October 2026, docs release notes

Name history

Newest first

Yokohama Patch 3, May 2025Categorize incidents use caseTriage and categorize ITSM incidents agentic workflowRenamedSource Yokohama

Source: docs release notes, www.servicenow.com

Connections

ServiceNow Otto for IT Service Management, Technology, Store release 17.0.5, August 2026
Service Operations Workspace, Technology, 2019 to 2024
Agent Chat with Advanced Work Assignment, Technology, Madrid, 2019
Strategic Portfolio Management, Technology, 13 April 2022
Enterprise Architecture, Technology, Xanadu, September 2024
Technology Lifecycle Management, Technology, Australia, 2026

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