itsm — IT Service Management18 MCP tools.
Machine-readable: /reference/api/tools/itsm.json
agent_workload_summary read-onlyWorkload by assignee for the current organization: open ticket count, tickets resolved in the lookback window, and average resolution time in minutes. Unassigned tickets are reported as a separate row.
lookback_days : integer (optional)30limit : integer (optional)100cmdb_get_or_create_for_deviceReturn the ConfigurationItem (CMDB record) for an mdm.Device in the current organization, creating one if it does not yet exist. The CI is typed as 'device' and pre-populated with the device's serial number and name.
device_id : string (optional)serial_number : string (optional)device_incident_history read-onlyList ITSM tickets linked to an mdm.Device via its ConfigurationItem. Both lookup keys (device_id and serial_number) are scoped to the current organization.
device_id : string (optional)serial_number : string (optional)include_closed : boolean (optional)truelimit : integer (optional)50itsm_dashboard_metrics read-onlyOrg-scoped ITSM dashboard: ticket volume by status and type, MTTR in minutes, current backlog, SLA breach counts, and resolution rate over the lookback window (default 30 days).
lookback_days : integer (optional)30kb_article_create_from_ticketExtract resolution narrative from a resolved ticket and create a DRAFT KnowledgeArticle. The article is owned by the calling user and inherits the ticket's category.
ticket_id : string (optional)ticket_number : string (optional)title_override : string (optional)summary : string (optional)tags : array (optional)kb_search read-onlySearch Knowledge Base articles by free-text query over title, summary, and content.
query : stringstatus : enum (optional)"published" — enum: draft, published, archived, anylimit : integer (optional)20service_request_createCreate a Service Request ticket from a ServiceCatalogItem. Inherits the catalog item's default priority, assignment group, and SLA policy. Form data is stored in custom_fields; required keys per the item's form_schema must be present.
catalog_item_id : stringtitle : string (optional)description : string (optional)form_data : object (optional)sla_breach_list read-onlyList open tickets that have already breached SLA (response or resolution) or are within `warning_minutes` of breaching, sorted by remaining time to breach (most urgent first).
warning_minutes : integer (optional)60limit : integer (optional)50sla_status_for_ticket read-onlyReturn SLA status for a ticket: applied policy, response and resolution targets, remaining time, projected breach timestamps, and whether the ticket has already breached.
ticket_id : string (optional)ticket_number : string (optional)ticket_add_commentAdd a comment to a ticket. Set is_internal=true for staff-only notes. @email mentions in the content are parsed and returned in the response so the caller can wire up notifications.
ticket_id : string (optional)ticket_number : string (optional)content : stringis_internal : boolean (optional)falseticket_assignAssign a ticket to a user (by user_id or email) and/or to a group. Transactional; auto-transitions a 'new' ticket to 'assigned'.
ticket_id : string (optional)ticket_number : string (optional)assignee_user_id : string (optional)assignee_email : string (optional)assigned_group : string (optional)ticket_createCreate an ITSM ticket (incident, service_request, change, or problem) with auto-categorization and routing. The current MCP user is recorded as the reporter unless requester_email is supplied and matches another user in the same organization.
ticket_type : enumincident, service_request, change, problemtitle : stringdescription : stringpriority : enum (optional)critical, high, medium, lowurgency : enum (optional)high, medium, lowimpact : enum (optional)high, medium, lowrequester_email : string (optional)category_id : string (optional)assigned_group : string (optional)tags : array (optional)ticket_escalateEscalate a ticket: bump priority one level (capped at critical), tag the ticket as escalated, optionally reassign to a senior queue or user. Logs an activity record.
ticket_id : string (optional)ticket_number : string (optional)reason : stringescalate_to_group : string (optional)escalate_to_user_id : string (optional)escalate_to_email : string (optional)ticket_get read-onlyFetch a ticket with its comments, activity log, approvals, and linked configuration items. Identifier can be ticket_id (UUID) or ticket_number.
ticket_id : string (optional)ticket_number : string (optional)include_activities : boolean (optional)trueinclude_comments : boolean (optional)trueinclude_cis : boolean (optional)trueticket_list_by_user read-onlyList tickets that a user is involved with (as reporter, assignee, or both). Identify the user by user_id (UUID) or email.
user_id : string (optional)email : string (optional)role : enum (optional)"any" — enum: assigned, reported, anystatus : string (optional)limit : integer (optional)50ticket_resolveResolve a ticket: sets status to 'resolved', stamps resolved_at, logs the resolution note as a comment + activity, optionally links a KB article. The satisfaction survey is queued by an itsm Celery task; this tool only flags the ticket as eligible.
ticket_id : string (optional)ticket_number : string (optional)resolution_note : stringknowledge_article_id : string (optional)send_satisfaction_survey : boolean (optional)trueticket_search_semantic read-onlySearch tickets by free-text query across title, description, and comment content.
query : stringstatus : string (optional)ticket_type : string (optional)limit : integer (optional)20ticket_transitionMove a ticket to a new status while enforcing the lifecycle state machine. Auto-stamps resolved_at / closed_at where applicable.
ticket_id : string (optional)ticket_number : string (optional)to_status : enumassigned, in_progress, pending, resolved, closed, cancelledcomment : string (optional)