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create_ticket

Create a new OTOBO ticket with an initial message. Provide title, queue, customer, and body; optionally set state, priority, and owner.

Instructions

Create a new Otobo ticket with a first article (message)

Input Schema

TableJSON Schema
NameRequiredDescriptionDefault
typeNoTicket type, if configured
ownerNoAgent owner login
queueYesQueue name, e.g. 'Raw' or 'Postmaster'
stateNoTicket state (default: 'new')
titleYesTicket title/subject
priorityNoPriority name (default: '3 normal')
responsibleNoResponsible agent login
sender_typeNoSender type: 'agent', 'system', 'customer' (default: 'customer')
article_bodyYesArticle body text
customer_userYesCustomer user login or email
article_subjectNoArticle subject (defaults to ticket title)
article_content_typeNoContent type (default: 'text/plain; charset=utf-8')
communication_channelNoCommunication channel: 'Email', 'Phone', 'Internal' (default: 'Email')
Behavior1/5

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

No annotations are provided, so the description carries full burden. It only states the creation action without disclosing any behavioral traits such as permissions required, side effects (e.g., notifications), or return values.

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?

Single sentence that front-loads the core action. No extraneous information; every word earns its place.

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

Completeness2/5

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

Despite having 13 parameters and no output schema or annotations, the description is minimal. It lacks details on return values, error conditions, or any constraints beyond what the schema provides.

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?

Schema coverage is 100%, so the schema documents all parameters. The description does not add any extra meaning beyond the schema, meeting the baseline of 3.

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 'Create a new Otobo ticket with a first article (message)', which is a specific verb-resource pair. It distinguishes from sibling tools like add_note (which adds to existing tickets) and update_ticket.

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 on when to use this tool versus alternatives. It implies creation but doesn't exclude scenarios where other tools like search_tickets or get_ticket would be more appropriate.

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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