create_ticket

Instructions

Implementation Reference

• index.js:92-111 (handler)

  Business logic function that creates a ticket: generates an ID, builds the ticket object with metadata (status, timestamps, assignee, comments), stores it in an in-memory Map, and returns a success response with ticket details and a URL.

  function createTicket({ title, description, priority = 'medium', system = 'jira' }) {
    const id = generateTicketId(system);
    const ticket = {
      id,
      title,
      description,
      priority,
      status: 'open',
      system,
      created_at: new Date().toISOString(),
      updated_at: new Date().toISOString(),
      assignee: null,
      comments: [],
    };
    tickets.set(id, ticket);
    return {
      success: true,
      ticket: { id, title, system, status: 'open', priority, url: `https://example.com/${system}/tickets/${id}` },
    };
  }

• index.js:182-202 (registration)

  MCP server.tool() registration for 'create_ticket'. Registers the tool with description, Zod schema inputs (title, description, priority, system), annotation metadata, and a callback that delegates to the createTicket handler and returns the JSON result.

  server.tool(
    'create_ticket',
    'Create a new support ticket in the appropriate ITSM system',
    {
      title: z.string().describe('Title of the ticket'),
      description: z.string().describe('Detailed description of the issue'),
      priority: prioritySchema,
      system: systemSchema,
    },
    {
      title: 'Create Ticket',
      readOnlyHint: false,
      destructiveHint: false,
      idempotentHint: false,
      openWorldHint: false,
    },
    async ({ title, description, priority, system }) => {
      const result = createTicket({ title, description, priority, system });
      return { content: [{ type: 'text', text: JSON.stringify(result, null, 2) }] };
    },
  );

• index.js:67-75 (schema)

  Reusable Zod schema definitions used by create_ticket: systemSchema (enum of ITSM systems, default jira) and prioritySchema (enum of priority levels, default medium).

  const systemSchema = z
    .enum(['servicenow', 'jira', 'zendesk', 'ivanti_neurons', 'cherwell'])
    .default('jira')
    .describe('ITSM system to use');
  
  const prioritySchema = z
    .enum(['low', 'medium', 'high', 'critical'])
    .default('medium')
    .describe('Priority level');

• index.js:81-90 (helper)

  Helper function that generates a ticket ID with a system-specific prefix (e.g., JIRA-, SN-, ZD-) and an auto-incrementing numeric ID.

  function generateTicketId(system = 'jira') {
    const prefixes = {
      jira: 'JIRA',
      servicenow: 'SN',
      zendesk: 'ZD',
      ivanti_neurons: 'IV',
      cherwell: 'CH',
    };
    return `${prefixes[system] ?? 'TKT'}-${nextTicketId++}`;
  }

• frontend/src/services/mcpService.js:87-97 (helper)

  Frontend MCP service method that wraps callTool('create_ticket', ...) with typed parameters for use by React components.

  /**
   * Create a ticket using MCP
   */
  async createTicket(title, description, priority = 'medium', system = 'jira') {
    return this.callTool('create_ticket', {
      title,
      description,
      priority,
      system,
    });
  }