Issue Summary

When a customer uses the Rovo agent's "Raise a request" action, the request is not created. Instead of invoking the JSM ticket-creation flow, the agent incorrectly triggers a handoff action. The end user receives a portal-link template response but no ticket is actually submitted.

Additionally, the agent may enter a brief loop where it repeatedly queries available request types without progressing, further delaying the interaction before ultimately failing to create the request.

Customer impact: The Rovo agent cannot create JSM requests blocking customers from using agent-assisted request submission.

Steps to Reproduce

1. Access a Rovo Agent with 'Create Service request skill'
2. Prompt the agent to create a service request

Expected Results

3. Rovo agent creates service requests majority of the time

Actual Results

3. Rovo agent fails to create the service requests and directs user to the portal to create manually

Workaround

Currently there is no known workaround for this behavior. A workaround will be added here when available