Hi everyone,
We're an MSP using Technology Provider Service Management (TPSM), and we're building an AI Agent in AI Agent Studio to automatically review Customer Service Cases created from inbound emails and determine whether an Incident should be created.
Our trigger is:
Customer Service Case Created where Channel = Email.
The trigger fires successfully, but the AI Agent immediately reports:
"No case details or prior action results are available yet... The only available path to obtain the case record context is to request permission to use the page context."
The execution then waits for user interaction instead of processing the Case automatically.
Should the triggering Customer Service Case record automatically be available to the AI Agent when launched by a record trigger, or is additional configuration required to pass the Case context to the LLM?
Our goal is a fully autonomous background process with no end-user interaction.
Has anyone implemented a similar pattern in Zurich or knows the correct approach?
Thanks in advance!
