Hello,
We were using the previous workbench that can be accessed from Cases View with various Tines Permissions to Get various data from the case including files ( for example .csv ).
This still works, however the new Workbench inside cases with Agent / Ask modes cannot access those files and it seems like it does not use the same granular permissions.
If we select Manage AI Presets, we are seeing the permissions that we configured previously, but they don’t work the same in the Case Workbench mode.
Here’s a discussion with Workbench from Cases
Objective: explain when your Workbench AI presets apply, and whether enabling “get case file” changes what I can do here.
Short answer:
I can use Workbench AI presets only when you’re interacting with the AI in the Workbench context that supports those presets/tools.
In this case chat / Ask context, I only have the tools exposed to me for Cases.
So even if you enabled “get case file” in Workbench, I cannot use it here unless that tool is also made available in this Cases session.
What that means here
In this case, I currently have:
case-reading tools
case-editing tools
case action tools
I do not currently have a direct “get case file” tool available in this session.
That’s why I can:
see that
Automated Enrichments
contains 19 file elements
read case metadata, activity, blocks, comments, tasks, etc.
But I cannot:
fetch the actual file binary/content
list filenames via a “get case file” tool
open/download attachments on your behalf from this chat session
Practical distinction
Workbench mode: can use the AI presets/tools configured for Workbench, if exposed there
Cases Ask/chat mode: can only use the tools attached to the Cases assistant runtime for this conversation
So why didn’t “get case file” work here?
Because tool availability is session-specific, not just team-configured globally.
Enabling it in Workbench does not automatically make it callable from this case conversation.
Best next step
If you want file retrieval from the AI, use the assistant in the Workbench surface where that preset/tool is enabled, or have that same tool exposed to the Cases assistant environment.
Progress summary:
“Get case file” may be enabled in Workbench, but it is not available to me in this current case chat.
Immediate next step:
If you want, I can help you determine whether your current page is a Workbench AI surface or a Cases Ask surface based on the UI behavior you’re seeing.