MCP ITSM Integration

{ "tools": [ { "name": "create_ticket", "description": "Create a new support ticket in the appropriate ITSM system", "parameters": { "type": "object", "properties": { "title": { "type": "string", "description": "Title of the ticket" }, "description": { "type": "string", "description": "Detailed description of the issue" }, "priority": { "type": "string", "enum": ["low", "medium", "high", "critical"], "description": "Priority level of the ticket" }, "system": { "type": "string", "enum": ["servicenow", "jira", "zendesk", "ivanti_neurons", "cherwell"], "description": "ITSM system to create the ticket in (optional)" } }, "required": ["title", "description"] } }, { "name": "get_ticket", "description": "Retrieve details of an existing ticket", "parameters": { "type": "object", "properties": { "ticket_id": { "type": "string", "description": "ID of the ticket to retrieve" }, "system": { "type": "string", "enum": ["servicenow", "jira", "zendesk", "ivanti_neurons", "cherwell"], "description": "ITSM system to retrieve the ticket from (optional)" } }, "required": ["ticket_id"] } }, { "name": "update_ticket", "description": "Update an existing support ticket", "parameters": { "type": "object", "properties": { "ticket_id": { "type": "string", "description": "ID of the ticket to update" }, "status": { "type": "string", "enum": ["open", "in_progress", "resolved", "closed"], "description": "New status for the ticket" }, "priority": { "type": "string", "enum": ["low", "medium", "high", "critical"], "description": "New priority level for the ticket" }, "comment": { "type": "string", "description": "Comment to add to the ticket" }, "system": { "type": "string", "enum": ["servicenow", "jira", "zendesk", "ivanti_neurons", "cherwell"], "description": "ITSM system where the ticket exists (optional)" } }, "required": ["ticket_id"] } }, { "name": "list_tickets", "description": "List tickets with optional filtering", "parameters": { "type": "object", "properties": { "status": { "type": "string", "enum": ["open", "in_progress", "resolved", "closed", "all"], "description": "Filter tickets by status" }, "assigned_to": { "type": "string", "description": "Filter tickets by assignee" }, "limit": { "type": "integer", "description": "Maximum number of tickets to return" }, "system": { "type": "string", "enum": ["servicenow", "jira", "zendesk", "ivanti_neurons", "cherwell"], "description": "ITSM system to list tickets from (optional)" } } } }, { "name": "assign_ticket", "description": "Assign a ticket to a user", "parameters": { "type": "object", "properties": { "ticket_id": { "type": "string", "description": "ID of the ticket to assign" }, "user_id": { "type": "string", "description": "ID or username of the user to assign the ticket to" }, "system": { "type": "string", "enum": ["servicenow", "jira", "zendesk", "ivanti_neurons", "cherwell"], "description": "ITSM system where the ticket exists (optional)" } }, "required": ["ticket_id", "user_id"] } }, { "name": "add_comment", "description": "Add a comment to an existing ticket", "parameters": { "type": "object", "properties": { "ticket_id": { "type": "string", "description": "ID of the ticket to comment on" }, "comment": { "type": "string", "description": "Comment text to add to the ticket" }, "internal": { "type": "boolean", "description": "Whether the comment is internal (not visible to end users)" }, "system": { "type": "string", "enum": ["servicenow", "jira", "zendesk", "ivanti_neurons", "cherwell"], "description": "ITSM system where the ticket exists (optional)" } }, "required": ["ticket_id", "comment"] } }, { "name": "search_knowledge_base", "description": "Search for articles related to an issue", "parameters": { "type": "object", "properties": { "query": { "type": "string", "description": "Search query for knowledge base articles" }, "limit": { "type": "integer", "description": "Maximum number of articles to return" }, "system": { "type": "string", "enum": ["servicenow", "jira", "zendesk", "ivanti_neurons", "cherwell"], "description": "ITSM system knowledge base to search (optional)" } }, "required": ["query"] } } ] }