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matthewlboyd

Freshservice MCP Server

by matthewlboyd

create_problem

Create a new problem in Freshservice by specifying subject, description, requester, and optional priority, impact, status, group, or custom fields.

Instructions

Create a new problem.

Args: subject: Problem subject. description: Problem description (HTML). requester_id: Requester ID. priority: 1=Low, 2=Medium, 3=High, 4=Urgent. impact: 1=Low, 2=Medium, 3=High. status: 1=Open, 2=Change Requested, 3=Closed. group_id: Agent group ID. custom_fields: Custom fields.

Input Schema

TableJSON Schema
NameRequiredDescriptionDefault
impactNo
statusNo
subjectYes
group_idNo
priorityNo
descriptionYes
requester_idYes
custom_fieldsNo

Output Schema

TableJSON Schema
NameRequiredDescriptionDefault
resultYes
Behavior2/5

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

No annotations are provided, and the description does not disclose behavioral consequences such as required permissions, side effects, or the shape of the response. It merely states 'Create a new problem' and lists parameters, which is insufficient for a mutation tool.

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

Conciseness4/5

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

The description is concise and front-loaded with the core action, followed by a straightforward argument list. Each line serves a purpose, though the list format is slightly redundant with the schema structure and some parameter labels are minimal.

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?

While an output schema exists and parameter semantics are covered, the lack of usage guidance and behavioral transparency leaves significant gaps. The agent cannot fully anticipate the tool's behavior or when to select it among many siblings, making the description incomplete for a create operation.

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

Parameters4/5

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

The description compensates for the 0% schema description coverage by explaining all 8 parameters with meaningful labels, including enum mappings for priority, impact, and status, and noting that description is HTML. However, some entries like 'subject: Problem subject' and 'requester_id: Requester ID' are somewhat tautological, preventing a 5.

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 opens with 'Create a new problem,' which is a specific verb and resource. It clearly distinguishes itself from sibling tools like create_ticket, create_change, and create_asset by focusing on the problem entity.

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?

There is no guidance on when to use this tool versus alternatives, no prerequisites, no exclusions. The description simply states the action and lists arguments, leaving the agent without context on when create_problem is 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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