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list_csm_cases

Read-only

Retrieve customer service cases from ServiceNow CSM with optional filters for account, contact, state, and priority to quickly find relevant case data.

Instructions

List CSM cases with optional filters (account, contact, state, priority)

Input Schema

TableJSON Schema
NameRequiredDescriptionDefault
limitNoMax records to return (default 25)
queryNoAdditional encoded query
stateNoFilter by state (open, resolved, closed)
accountNoFilter by account name or sys_id
contactNoFilter by contact name or sys_id
priorityNoFilter by priority (1-4)
Behavior2/5

Does the description disclose side effects, auth requirements, rate limits, or destructive behavior?

The description adds no behavioral context beyond what annotations already provide. The readOnlyHint and openWorldHint already cover safety and result completeness, but the description does not mention pagination, return format, or how filters combine, which are not disclosed elsewhere.

Agents need to know what a tool does to the world before calling it. Descriptions should go beyond structured annotations to explain consequences.

Conciseness5/5

Is the description appropriately sized, front-loaded, and free of redundancy?

The description is a single, front-loaded sentence that immediately states the purpose and lists key filters. Every word earns its place; no filler or redundancy.

Shorter descriptions cost fewer tokens and are easier for agents to parse. Every sentence should earn its place.

Completeness3/5

Given the tool's complexity, does the description cover enough for an agent to succeed on first attempt?

The tool is a simple read-only list with fully described parameters and supportive annotations, but the description lacks any mention of return format or pagination behavior. Given no output schema, the agent must infer the response shape from the tool name, which is a moderate gap for a complete understanding.

Complex tools with many parameters or behaviors need more documentation. Simple tools need less. This dimension scales expectations accordingly.

Parameters3/5

Does the description clarify parameter syntax, constraints, interactions, or defaults beyond what the schema provides?

With 100% schema coverage, the baseline is 3. The description merely names some filter parameters but adds no additional meaning beyond the schema, such as whether filters are ANDed or how the query parameter interacts with others.

Input schemas describe structure but not intent. Descriptions should explain non-obvious parameter relationships and valid value ranges.

Purpose5/5

Does the description clearly state what the tool does and how it differs from similar tools?

The description clearly states the action ('List') and the resource ('CSM cases'), along with the optional filters. This distinguishes it from singular get_csm_case and other list tools like list_csm_accounts/list_csm_contacts.

Agents choose between tools based on descriptions. A clear purpose with a specific verb and resource helps agents select the right tool.

Usage Guidelines2/5

Does the description explain when to use this tool, when not to, or what alternatives exist?

No guidance is provided on when to use this tool versus alternatives such as get_csm_case for a single case or close_csm_case for lifecycle actions. The mention of filters implies some use cases, but no explicit exclusions or alternative recommendations are given.

Agents often have multiple tools that could apply. Explicit usage guidance like "use X instead of Y when Z" prevents misuse.

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