IT Service Management

56 entities and 309 agent-callable operations in itsm. Each operation is addressed as {mega_tool}/itsm/{entity}/{operation} and carries the same permission check over MCP and REST.

`agent_performance`

Operation	Mega-tool	What it does
`breakdown`	`report_query`	Get agent performance breakdown by dimension
`summary`	`report_query`	ITSM agent performance snapshots over time
`trend`	`report_query`	Get agent performance trend over time

`agent_performance_snapshot`

Operation	Mega-tool	What it does
`list`	`entity_crud`	List agent_performance_snapshots with filtering and pagination
`read`	`entity_crud`	Get detailed agent performance snapshot information
`search`	`entity_crud`	Search agent_performance_snapshots with fuzzy matching

`agent_status`

Operation	Mega-tool	What it does
`create`	`entity_crud`	Create a new agent status
`delete`	`entity_crud`	Delete a agent status
`list`	`entity_crud`	List agent_statuses with filtering and pagination
`read`	`entity_crud`	Get detailed agent status information
`search`	`entity_crud`	Search agent_statuses with fuzzy matching
`update`	`entity_crud`	Update an existing agent status

`analytics_dashboard_config`

Operation	Mega-tool	What it does
`create`	`entity_crud`	Create a new analytics dashboard config
`delete`	`entity_crud`	Delete a analytics dashboard config
`list`	`entity_crud`	List analytics_dashboard_configs with filtering and pagination
`read`	`entity_crud`	Get detailed analytics dashboard config information
`search`	`entity_crud`	Search analytics_dashboard_configs with fuzzy matching
`update`	`entity_crud`	Update an existing analytics dashboard config

`analytics_event`

Operation	Mega-tool	What it does
`list`	`entity_crud`	List analytics_events with filtering and pagination
`read`	`entity_crud`	Get detailed analytics event information
`search`	`entity_crud`	Search analytics_events with fuzzy matching

`answer_bot_config`

Operation	Mega-tool	What it does
`get`	`entity_crud`	Get answer bot config.
`update`	`entity_crud`	Upsert the organization's answer bot config (create-if-absent).

`article_seo_metadata`

Operation	Mega-tool	What it does
`create`	`entity_crud`	Create a new article seo metadata
`delete`	`entity_crud`	Delete a article seo metadata
`list`	`entity_crud`	List article_seo_metadatas with filtering and pagination
`read`	`entity_crud`	Get detailed article seo metadata information
`search`	`entity_crud`	Search article_seo_metadatas with fuzzy matching
`update`	`entity_crud`	Update an existing article seo metadata

`assignment_rule`

Operation	Mega-tool	What it does
`create`	`entity_crud`	Create a new assignment rule
`delete`	`entity_crud`	Delete a assignment rule
`list`	`entity_crud`	List assignment_rules with filtering and pagination
`read`	`entity_crud`	Get detailed assignment rule information
`search`	`entity_crud`	Search assignment_rules with fuzzy matching
`update`	`entity_crud`	Update an existing assignment rule

`automation_rule`

Operation	Mega-tool	What it does
`create`	`entity_crud`	Create a new automation rule
`list`	`entity_crud`	List automation_rules with filtering and pagination
`read`	`entity_crud`	Get detailed automation rule information
`update`	`entity_crud`	Update an existing automation rule

`change_approval`

Operation	Mega-tool	What it does
`create`	`entity_crud`	Create a new change approval
`delete`	`entity_crud`	Delete a change approval
`get_transitions`	`workflow_action`	Get available transitions for a change approval
`list`	`entity_crud`	List change_approvals with filtering and pagination
`read`	`entity_crud`	Get detailed change approval information
`search`	`entity_crud`	Search change_approvals with fuzzy matching
`transition`	`workflow_action`	Transition change approval to a new status
`update`	`entity_crud`	Update an existing change approval

`chat_message`

Operation	Mega-tool	What it does
`create`	`entity_crud`	Create a new chat message
`delete`	`entity_crud`	Delete a chat message
`list`	`entity_crud`	List chat_messages with filtering and pagination
`read`	`entity_crud`	Get detailed chat message information
`search`	`entity_crud`	Search chat_messages with fuzzy matching
`update`	`entity_crud`	Update an existing chat message

`chat_routing_rule`

Operation	Mega-tool	What it does
`create`	`entity_crud`	Create a new chat routing rule
`delete`	`entity_crud`	Delete a chat routing rule
`list`	`entity_crud`	List chat_routing_rules with filtering and pagination
`read`	`entity_crud`	Get detailed chat routing rule information
`search`	`entity_crud`	Search chat_routing_rules with fuzzy matching
`update`	`entity_crud`	Update an existing chat routing rule

`chat_session`

Operation	Mega-tool	What it does
`create`	`entity_crud`	Create a new chat session
`delete`	`entity_crud`	Delete a chat session
`list`	`entity_crud`	List chat_sessions with filtering and pagination
`read`	`entity_crud`	Get detailed chat session information
`search`	`entity_crud`	Search chat_sessions with fuzzy matching
`update`	`entity_crud`	Update an existing chat session

`compliance_escalation_rule`

Operation	Mega-tool	What it does
`create`	`entity_crud`	Create a new compliance escalation rule
`list`	`entity_crud`	List compliance_escalation_rules with filtering and pagination
`read`	`entity_crud`	Get detailed compliance escalation rule information
`update`	`entity_crud`	Update an existing compliance escalation rule

`configuration_item`

Operation	Mega-tool	What it does
`create`	`entity_crud`	Create a new configuration item
`get_or_create_for_device`	`smart_action`	Get or create for device configuration item.
`list`	`entity_crud`	List configuration_items with filtering and pagination
`read`	`entity_crud`	Get detailed configuration item information
`search`	`entity_crud`	Search configuration_items with fuzzy matching
`update`	`entity_crud`	Update an existing configuration item

`contact_identity`

Operation	Mega-tool	What it does
`create`	`entity_crud`	Create a new contact identity
`delete`	`entity_crud`	Delete a contact identity
`list`	`entity_crud`	List contact_identities with filtering and pagination
`read`	`entity_crud`	Get detailed contact identity information
`search`	`entity_crud`	Search contact_identities with fuzzy matching
`update`	`entity_crud`	Update an existing contact identity

`conversation`

Operation	Mega-tool	What it does
`create`	`entity_crud`	Create a new conversation
`delete`	`entity_crud`	Delete a conversation
`list`	`entity_crud`	List conversations with filtering and pagination
`read`	`entity_crud`	Get detailed conversation information
`search`	`entity_crud`	Search conversations with fuzzy matching
`update`	`entity_crud`	Update an existing conversation

`conversation_message`

Operation	Mega-tool	What it does
`create`	`entity_crud`	Create a new conversation message
`delete`	`entity_crud`	Delete a conversation message
`list`	`entity_crud`	List conversation_messages with filtering and pagination
`read`	`entity_crud`	Get detailed conversation message information
`search`	`entity_crud`	Search conversation_messages with fuzzy matching
`update`	`entity_crud`	Update an existing conversation message

`custom_field_definition`

Operation	Mega-tool	What it does
`create`	`entity_crud`	Create a new custom field definition
`delete`	`entity_crud`	Delete a custom field definition
`list`	`entity_crud`	List custom_field_definitions with filtering and pagination
`read`	`entity_crud`	Get detailed custom field definition information
`search`	`entity_crud`	Search custom_field_definitions with fuzzy matching
`update`	`entity_crud`	Update an existing custom field definition

`custom_field_value`

Operation	Mega-tool	What it does
`create`	`entity_crud`	Create a new custom field value
`delete`	`entity_crud`	Delete a custom field value
`list`	`entity_crud`	List custom_field_values with filtering and pagination
`read`	`entity_crud`	Get detailed custom field value information
`search`	`entity_crud`	Search custom_field_values with fuzzy matching
`update`	`entity_crud`	Update an existing custom field value

`email_channel`

Operation	Mega-tool	What it does
`create`	`entity_crud`	Create a new email channel
`delete`	`entity_crud`	Delete a email channel
`list`	`entity_crud`	List email_channels with filtering and pagination
`read`	`entity_crud`	Get detailed email channel information
`search`	`entity_crud`	Search email_channels with fuzzy matching
`update`	`entity_crud`	Update an existing email channel

`identity_merge`

Operation	Mega-tool	What it does
`list`	`entity_crud`	List identity_merges with filtering and pagination
`read`	`entity_crud`	Get detailed identity merge information
`search`	`entity_crud`	Search identity_merges with fuzzy matching

`inbound_email`

Operation	Mega-tool	What it does
`create`	`entity_crud`	Create a new inbound email
`delete`	`entity_crud`	Delete a inbound email
`list`	`entity_crud`	List inbound_emails with filtering and pagination
`read`	`entity_crud`	Get detailed inbound email information
`search`	`entity_crud`	Search inbound_emails with fuzzy matching
`update`	`entity_crud`	Update an existing inbound email

`itsm_workflow`

Operation	Mega-tool	What it does
`create`	`entity_crud`	Create a new itsm workflow
`delete`	`entity_crud`	Delete a itsm workflow
`list`	`entity_crud`	List itsm_workflows with filtering and pagination
`read`	`entity_crud`	Get detailed itsm workflow information
`search`	`entity_crud`	Search itsm_workflows with fuzzy matching
`update`	`entity_crud`	Update an existing itsm workflow

`itsm_workflow_execution`

Operation	Mega-tool	What it does
`list`	`entity_crud`	List itsm_workflow_executions with filtering and pagination
`read`	`entity_crud`	Get detailed itsm workflow execution information
`search`	`entity_crud`	Search itsm_workflow_executions with fuzzy matching

`knowledge_article`

Operation	Mega-tool	What it does
`create`	`entity_crud`	Create a new knowledge article
`delete`	`entity_crud`	Delete a knowledge article
`draft_from_ticket`	`smart_action`	Extract the resolution narrative from a resolved or closed ticket and create a DRAFT KnowledgeArticle for human review.
`get_transitions`	`workflow_action`	Get available transitions for a knowledge article
`list`	`entity_crud`	List knowledge_articles with filtering and pagination
`read`	`entity_crud`	Get detailed knowledge article information
`search`	`entity_crud`	Search knowledge_articles with fuzzy matching
`transition`	`workflow_action`	Transition knowledge article to a new status
`update`	`entity_crud`	Update an existing knowledge article

`macro`

Operation	Mega-tool	What it does
`create`	`entity_crud`	Create a new macro
`delete`	`entity_crud`	Delete a macro
`list`	`entity_crud`	List macros with filtering and pagination
`read`	`entity_crud`	Get detailed macro information
`search`	`entity_crud`	Search macros with fuzzy matching
`update`	`entity_crud`	Update an existing macro

`portal_access_token`

Operation	Mega-tool	What it does
`create`	`entity_crud`	Create a new portal access token
`delete`	`entity_crud`	Delete a portal access token
`list`	`entity_crud`	List portal_access_tokens with filtering and pagination
`read`	`entity_crud`	Get detailed portal access token information
`search`	`entity_crud`	Search portal_access_tokens with fuzzy matching
`update`	`entity_crud`	Update an existing portal access token

`portal_config`

Operation	Mega-tool	What it does
`create`	`entity_crud`	Create a new portal config
`delete`	`entity_crud`	Delete a portal config
`list`	`entity_crud`	List portal_configs with filtering and pagination
`read`	`entity_crud`	Get detailed portal config information
`search`	`entity_crud`	Search portal_configs with fuzzy matching
`update`	`entity_crud`	Update an existing portal config

`report`

Operation	Mega-tool	What it does
`create`	`entity_crud`	Create a new report
`delete`	`entity_crud`	Delete a report
`list`	`entity_crud`	List reports with filtering and pagination
`read`	`entity_crud`	Get detailed report information
`search`	`entity_crud`	Search reports with fuzzy matching
`update`	`entity_crud`	Update an existing report

`report_execution`

Operation	Mega-tool	What it does
`list`	`entity_crud`	List report_executions with filtering and pagination
`read`	`entity_crud`	Get detailed report execution information
`search`	`entity_crud`	Search report_executions with fuzzy matching

`report_schedule`

Operation	Mega-tool	What it does
`create`	`entity_crud`	Create a new report schedule
`delete`	`entity_crud`	Delete a report schedule
`list`	`entity_crud`	List report_schedules with filtering and pagination
`read`	`entity_crud`	Get detailed report schedule information
`search`	`entity_crud`	Search report_schedules with fuzzy matching
`update`	`entity_crud`	Update an existing report schedule

`satisfaction_rating`

Operation	Mega-tool	What it does
`breakdown`	`report_query`	Get satisfaction rating breakdown by dimension
`create`	`entity_crud`	Create a new satisfaction rating
`delete`	`entity_crud`	Delete a satisfaction rating
`list`	`entity_crud`	List satisfaction_ratings with filtering and pagination
`read`	`entity_crud`	Get detailed satisfaction rating information
`search`	`entity_crud`	Search satisfaction_ratings with fuzzy matching
`summary`	`report_query`	Customer satisfaction (CSAT) analytics on ITSM tickets
`trend`	`report_query`	Get satisfaction rating trend over time
`update`	`entity_crud`	Update an existing satisfaction rating

`satisfaction_survey_config`

Operation	Mega-tool	What it does
`create`	`entity_crud`	Create a new satisfaction survey config
`delete`	`entity_crud`	Delete a satisfaction survey config
`list`	`entity_crud`	List satisfaction_survey_configs with filtering and pagination
`read`	`entity_crud`	Get detailed satisfaction survey config information
`search`	`entity_crud`	Search satisfaction_survey_configs with fuzzy matching
`update`	`entity_crud`	Update an existing satisfaction survey config

`seo_config`

Operation	Mega-tool	What it does
`create`	`entity_crud`	Create a new seo config
`delete`	`entity_crud`	Delete a seo config
`list`	`entity_crud`	List seo_configs with filtering and pagination
`read`	`entity_crud`	Get detailed seo config information
`search`	`entity_crud`	Search seo_configs with fuzzy matching
`update`	`entity_crud`	Update an existing seo config

`service_catalog_category`

Operation	Mega-tool	What it does
`create`	`entity_crud`	Create a new service catalog category
`delete`	`entity_crud`	Delete a service catalog category
`list`	`entity_crud`	List service_catalog_categories with filtering and pagination
`read`	`entity_crud`	Get detailed service catalog category information
`search`	`entity_crud`	Search service_catalog_categories with fuzzy matching
`update`	`entity_crud`	Update an existing service catalog category

`service_catalog_item`

Operation	Mega-tool	What it does
`create`	`entity_crud`	Create a new service catalog item
`delete`	`entity_crud`	Delete a service catalog item
`list`	`entity_crud`	List service_catalog_items with filtering and pagination
`read`	`entity_crud`	Get detailed service catalog item information
`search`	`entity_crud`	Search service_catalog_items with fuzzy matching
`update`	`entity_crud`	Update an existing service catalog item

`service_request`

Operation	Mega-tool	What it does
`create`	`workflow_action`	Create a service request from a published service catalog item.

`sla`

Operation	Mega-tool	What it does
`breach_list`	`report_query`	List open tickets that have already breached SLA (response or resolution) or are within `warning_minutes` of breaching, sorted by remaining time to breach…

`sla_clock_event`

Operation	Mega-tool	What it does
`list`	`entity_crud`	List sla_clock_events with filtering and pagination
`read`	`entity_crud`	Get detailed sla clock event information
`search`	`entity_crud`	Search sla_clock_events with fuzzy matching

`sla_escalation_rule`

Operation	Mega-tool	What it does
`create`	`entity_crud`	Create a new sla escalation rule
`delete`	`entity_crud`	Delete a sla escalation rule
`list`	`entity_crud`	List sla_escalation_rules with filtering and pagination
`read`	`entity_crud`	Get detailed sla escalation rule information
`search`	`entity_crud`	Search sla_escalation_rules with fuzzy matching
`update`	`entity_crud`	Update an existing sla escalation rule

`sla_policy`

Operation	Mega-tool	What it does
`create`	`entity_crud`	Create a new sla policy
`delete`	`entity_crud`	Delete a sla policy
`list`	`entity_crud`	List sla_policies with filtering and pagination
`read`	`entity_crud`	Get detailed sla policy information
`search`	`entity_crud`	Search sla_policies with fuzzy matching
`update`	`entity_crud`	Update an existing sla policy

`sla_policy_condition`

Operation	Mega-tool	What it does
`create`	`entity_crud`	Create a new sla policy condition
`delete`	`entity_crud`	Delete a sla policy condition
`list`	`entity_crud`	List sla_policy_conditions with filtering and pagination
`read`	`entity_crud`	Get detailed sla policy condition information
`update`	`entity_crud`	Update an existing sla policy condition

`ticket`

Operation	Mega-tool	What it does
`assign`	`workflow_action`	Assign a ticket to a user (by UUID or email) and/or to a group.
`breakdown`	`report_query`	Get ticket breakdown by dimension
`correlate`	`smart_action`	Find tickets likely related to a given ticket using Postgres trigram similarity on title and description; falls back to ILIKE on the most significant words of…
`create`	`entity_crud`	Create a new ticket; the ticket number is generated when not supplied
`dashboard`	`report_query`	Org-scoped ITSM dashboard: ticket volume by status, type and priority, MTTR in minutes, current backlog, SLA breach counts, and resolution rate over the…
`delete`	`entity_crud`	Delete a ticket
`escalate`	`workflow_action`	Escalate a ticket: bump priority one level (capped at critical), tag it as escalated with the reason, and optionally reassign it to a senior group or user.
`get_transitions`	`workflow_action`	Get available transitions for a ticket
`list`	`entity_crud`	List tickets filtered by status, type, people involved, or linked configuration item / device
`read`	`entity_crud`	Get detailed ticket information by UUID or ticket number
`resolve`	`workflow_action`	Resolve a ticket: sets status to 'resolved', stamps resolved_at, files the resolution note as a customer-visible comment, optionally links a knowledge…
`search`	`entity_crud`	Search tickets across title, description, ticket number and comment bodies
`sla_status`	`smart_action`	Return SLA status for one ticket: applied policy, response and resolution targets, remaining time, projected breach timestamps, and whether the ticket has…
`summary`	`report_query`	ITSM ticket volume over time, bucketed by day, week, month, quarter or year, with SLA response and resolution breach counts and a compliance rate for the same…
`transition`	`workflow_action`	Transition a ticket to a new status.
`trend`	`report_query`	Get ticket trend over time
`update`	`entity_crud`	Update an existing ticket
`workload`	`report_query`	Workload by assignee for the current organization: open ticket count, tickets resolved in the lookback window, and average resolution time in minutes.

`ticket_activity`

Operation	Mega-tool	What it does
`list`	`entity_crud`	List ticket timeline activity, newest first, filterable by ticket, action and actor
`read`	`entity_crud`	Read a single ticket activity row

`ticket_article_link`

Operation	Mega-tool	What it does
`create`	`entity_crud`	Create a new ticket article link
`delete`	`entity_crud`	Delete a ticket article link
`list`	`entity_crud`	List ticket_article_links with filtering and pagination
`read`	`entity_crud`	Get detailed ticket article link information
`search`	`entity_crud`	Search ticket_article_links with fuzzy matching
`update`	`entity_crud`	Update an existing ticket article link

`ticket_category`

Operation	Mega-tool	What it does
`create`	`entity_crud`	Create a new ticket category
`delete`	`entity_crud`	Delete a ticket category
`list`	`entity_crud`	List ticket_categories with filtering and pagination
`read`	`entity_crud`	Get detailed ticket category information
`search`	`entity_crud`	Search ticket_categories with fuzzy matching
`update`	`entity_crud`	Update an existing ticket category

`ticket_comment`

Operation	Mega-tool	What it does
`create`	`entity_crud`	Add a comment to a ticket; @email mentions are resolved and returned
`delete`	`entity_crud`	Delete a ticket comment
`list`	`entity_crud`	List ticket comments, filterable by ticket, author and content
`read`	`entity_crud`	Get detailed ticket comment information
`search`	`entity_crud`	Search ticket_comments with fuzzy matching
`update`	`entity_crud`	Update an existing ticket comment

`ticket_follower`

Operation	Mega-tool	What it does
`create`	`entity_crud`	Create a new ticket follower
`delete`	`entity_crud`	Delete a ticket follower
`list`	`entity_crud`	List ticket_followers with filtering and pagination
`read`	`entity_crud`	Get detailed ticket follower information
`update`	`entity_crud`	Update an existing ticket follower

`ticket_form`

Operation	Mega-tool	What it does
`create`	`entity_crud`	Create a new ticket form
`delete`	`entity_crud`	Delete a ticket form
`list`	`entity_crud`	List ticket_forms with filtering and pagination
`read`	`entity_crud`	Get detailed ticket form information
`search`	`entity_crud`	Search ticket_forms with fuzzy matching
`update`	`entity_crud`	Update an existing ticket form

`ticket_form_field`

Operation	Mega-tool	What it does
`create`	`entity_crud`	Create a new ticket form field
`delete`	`entity_crud`	Delete a ticket form field
`list`	`entity_crud`	List ticket_form_fields with filtering and pagination
`read`	`entity_crud`	Get detailed ticket form field information
`search`	`entity_crud`	Search ticket_form_fields with fuzzy matching
`update`	`entity_crud`	Update an existing ticket form field

`ticket_form_field_option`

Operation	Mega-tool	What it does
`create`	`entity_crud`	Create a new ticket form field option
`delete`	`entity_crud`	Delete a ticket form field option
`list`	`entity_crud`	List ticket_form_field_options with filtering and pagination
`read`	`entity_crud`	Get detailed ticket form field option information
`search`	`entity_crud`	Search ticket_form_field_options with fuzzy matching
`update`	`entity_crud`	Update an existing ticket form field option

`ticket_relation`

Operation	Mega-tool	What it does
`create`	`entity_crud`	Create a new ticket relation
`delete`	`entity_crud`	Delete a ticket relation
`list`	`entity_crud`	List ticket_relations with filtering and pagination
`read`	`entity_crud`	Get detailed ticket relation information
`search`	`entity_crud`	Search ticket_relations with fuzzy matching
`update`	`entity_crud`	Update an existing ticket relation

`ticket_saved_view`

Operation	Mega-tool	What it does
`create`	`entity_crud`	Create a new ticket saved view
`delete`	`entity_crud`	Delete a ticket saved view
`list`	`entity_crud`	List ticket_saved_views with filtering and pagination
`read`	`entity_crud`	Get detailed ticket saved view information
`search`	`entity_crud`	Search ticket_saved_views with fuzzy matching
`update`	`entity_crud`	Update an existing ticket saved view

`ticket_template`

Operation	Mega-tool	What it does
`create`	`entity_crud`	Create a new ticket template
`delete`	`entity_crud`	Delete a ticket template
`list`	`entity_crud`	List ticket_templates with filtering and pagination
`read`	`entity_crud`	Get detailed ticket template information
`search`	`entity_crud`	Search ticket_templates with fuzzy matching
`update`	`entity_crud`	Update an existing ticket template

`trigger_rule`

Operation	Mega-tool	What it does
`create`	`entity_crud`	Create a new trigger rule
`list`	`entity_crud`	List trigger_rules with filtering and pagination
`read`	`entity_crud`	Get detailed trigger rule information
`update`	`entity_crud`	Update an existing trigger rule

Parameter schemas and permission codenames are in the full reference — sign in — or call prism_introspect(dimension="capability_search", query="…") with your key.

In the full reference this application appears under entity_crud, report_query, smart_action, workflow_action.