Skip to main content
Glama
roddyst

i-net HelpDesk MCP Server

by roddyst

i-net HelpDesk MCP Server

Ein MCP-Server, der die Ticket-Web-API des i-net HelpDesk als Werkzeuge für beliebige KI-Agenten bereitstellt: Tickets suchen und lesen, Bearbeitungsschritte ansehen, neue Tickets anlegen und Ticketaktionen (antworten, schließen, eskalieren …) ausführen — inklusive Dateianhängen.

Der Server kann auf zwei Arten betrieben werden:

Modus

Wofür

Authentifizierung

stdio

lokaler Prozess je Agent (Claude Desktop/Code, Cursor, VS Code …)

Token bzw. Benutzer/Passwort aus Umgebungsvariablen

HTTP (streamable)

zentral gehostet, mehrere Nutzer teilen sich einen Serverprozess

jeder Client schickt seinen eigenen Authorization-Header mit, optional zusätzlich die HelpDesk-URL


Voraussetzungen

  • Python 3.10 oder neuer

  • Ein i-net HelpDesk mit aktivierter Web-API

  • Ein Benutzer mit dem Recht „Web API" — ohne dieses Recht antwortet der Server mit HTTP 403. Welche Tickets sichtbar sind und welche Aktionen erlaubt sind, richtet sich nach den Rollen dieses Benutzers.

Related MCP server: tickiti-mcp

Installation

# direkt aus dem Repository ausführen (empfohlen für den Einstieg)
uvx --from git+https://github.com/roddyst/i-net_mcp_server inet-helpdesk-mcp --help

# oder klassisch installieren
pip install git+https://github.com/roddyst/i-net_mcp_server

Für die Entwicklung:

git clone https://github.com/roddyst/i-net_mcp_server
cd i-net_mcp_server
python -m venv .venv && . .venv/bin/activate
pip install -e ".[dev]"
pytest

Schnellstart: stdio (lokaler Agent)

export INET_BASE_URL="https://helpdesk.example.com:9000"
export INET_TOKEN="VGhpcyBpcyBqdXN0IGEgZGVtbyBhY2Nlc3MgdG9rZW4u"
inet-helpdesk-mcp

Konfiguration für Claude Desktop / Claude Code (claude_desktop_config.json bzw. .mcp.json) — weitere Beispiele liegen unter examples/:

{
  "mcpServers": {
    "i-net-helpdesk": {
      "command": "uvx",
      "args": ["--from", "git+https://github.com/roddyst/i-net_mcp_server", "inet-helpdesk-mcp"],
      "env": {
        "INET_BASE_URL": "https://helpdesk.example.com:9000",
        "INET_TOKEN": "dein-access-token"
      }
    }
  }
}

Statt eines Tokens gehen auch INET_USERNAME und INET_PASSWORD (Basic Auth). Der Token wird als Authorization: Bearer <token> gesendet, genau wie in der i-net-Dokumentation beschrieben.

Schnellstart: HTTP (zentral gehostet)

inet-helpdesk-mcp --transport http --host 0.0.0.0 --port 8000 \
                  --base-url https://helpdesk.example.com:9000

Der Endpunkt liegt dann unter http://<host>:8000/mcp. Der Agent trägt diese URL ein und schickt seinen HelpDesk-Token im Authorization-Header mit — genau das ist der Ablauf „URL + Bearer-Token", der Server reicht den Header an den HelpDesk weiter. Beispiel für einen MCP-Client, der Remote-Server unterstützt:

{
  "mcpServers": {
    "i-net-helpdesk": {
      "type": "http",
      "url": "https://mcp.example.com/mcp",
      "headers": { "Authorization": "Bearer dein-access-token" }
    }
  }
}

Ohne --base-url bestimmt der Client zusätzlich das Zielsystem über den Header X-Inet-Base-Url. Das ist praktisch für Mandanten mit mehreren HelpDesk-Instanzen, öffnet den Server aber als Proxy für beliebige Adressen — in einem offenen Netz deshalb besser eine feste --base-url setzen (dann ist der Header abgeschaltet, außer er wird mit --allow-url-header erlaubt).

Hinweis zum Betrieb: Der Server terminiert selbst kein TLS und authentifiziert Clients nicht eigenständig — die Anmeldung passiert am HelpDesk mit dem durchgereichten Token. Wenn er über das lokale Netz hinaus erreichbar sein soll, gehört ein Reverse Proxy mit HTTPS davor.

Variante: fester Service-Account statt Token pro Nutzer

Läuft der Server auf derselben Maschine wie der Agent, ist oft ein einziger technischer Benutzer gewollt. Dann liegt der Token auf dem Server und --ignore-client-auth sorgt dafür, dass ein Authorization-Header des Agenten ihn nicht überschreibt (Agenten schicken solche Header gelegentlich für eigene Zwecke mit — ohne den Schalter landet der beim HelpDesk und jeder Aufruf scheitert mit 401):

INET_BASE_URL=https://helpdesk.example.com:9000 INET_TOKEN=… \
  inet-helpdesk-mcp --transport http --host 127.0.0.1 --port 8765 --ignore-client-auth

Fertige systemd-Unit, Env-File und Schritt-für-Schritt-Anleitung dafür: deploy/.


Werkzeuge

Tool

Web-API

Beschreibung

server_info

–

Zeigt die Konfiguration und prüft Verbindung + Zugangsdaten. Erste Anlaufstelle bei Fehlern.

search_tickets

POST /api/ticket/search

Tickets über eine Suchphrase finden (query, limit, start, locale); mit include_details gleich samt Betreff und Status.

get_ticket

GET /api/ticket/<id>

Felder und Attribute eines Tickets; fields grenzt die Antwort ein.

get_ticket_conversation

mehrere

Ticket und Bearbeitungsschritte inklusive Texte in einem Aufruf — der schnellste Weg, ein Ticket zu verstehen.

list_ticket_actions

GET /api/ticket/<id>/actions

Aktuell erlaubte Ticketaktionen als Map „Id → Anzeigename".

list_ticket_steps

GET /api/ticket/<id>/steps

Bearbeitungsschritte eines Tickets ohne Texte, optional ab Zeitstempel since.

get_ticket_step

GET /api/ticket/<id>/steps/<step-id>

Ein Bearbeitungsschritt inklusive Text.

create_ticket

POST /api/ticket/create

Neues Ticket anlegen, liefert die Ticket-Id.

apply_ticket_action

POST /api/ticket/<id>/apply

Ticketaktion ausführen, liefert die Id des neuen Bearbeitungsschritts.

create_ticket und apply_ticket_action werden mit --read-only gar nicht erst registriert — sinnvoll, wenn ein Agent nur lesen können soll.

Ticket-Ids werden sowohl als Zahl als auch in der kodierten Form akzeptiert, die in den Betreffzeilen der HelpDesk-E-Mails steht.

Typischer Ablauf

  1. search_tickets mit einer Phrase wie Drucker oder Resource:"First Level Support"

  2. get_ticket_conversation zum Lesen — Ticket und Verlauf in einem Aufruf; get_ticket, list_ticket_steps und get_ticket_step sind die feinkörnigen Varianten

  3. list_ticket_actions, um die gültige action_id zu ermitteln

  4. apply_ticket_action mit dieser Id — die Ids unterscheiden sich je Ticket, Benutzer und Ticketstatus, sie dürfen also nicht geraten werden.

Aufbereitete Antworten

Die Web-API antwortet so, wie ihre eigene Oberfläche es braucht: Kennzahlen statt Beschriftungen, Zeitstempel in Millisekunden, Schritttexte als rohes HTML. Für ein Sprachmodell kostet das Tokens und Genauigkeit, deshalb werden die Antworten aufbereitet:

  • statusid: 400 plus statusid_display: "Geschlossen" wird zu statusid: { "value": 400, "display": "Geschlossen" }

  • neben einem Zeitstempel steht sein ISO-Zwilling, z. B. closeddate_iso: "2020-09-28T12:05:09Z" — der Originalwert bleibt erhalten

  • Schritttexte mit htmlContent: true kommen als lesbarer Text an (textWasHtml: true); max_text_chars kürzt sehr lange Texte mit einem sichtbaren Hinweis

Wer die Rohantwort braucht, setzt am einzelnen Aufruf raw: true oder startet den Server mit --no-normalize.

Leitplanken für schreibende Tools

--read-only ist ganz oder gar nicht. Dazwischen liegen drei Schalter:

# Der Agent darf antworten (-9), aber nicht reaktivieren (-2), und nie Mails auslösen
inet-helpdesk-mcp --allowed-actions=-9 --default-automail NEVER

# Alles prüfen, nichts senden: liefert die Anfrage zurück, die gestellt worden wäre
inet-helpdesk-mcp --dry-run
  • --allowed-actions / --denied-actions brauchen das Gleichheitszeichen (--allowed-actions=-9,-12), weil Aktions-Ids negativ sind und getrennt geschrieben als Option gelesen würden. Sie werden vor dem Aufruf geprüft; gesperrte Aktionen erscheinen auch in list_ticket_actions nicht mehr (vermerkt als hiddenByPolicy).

  • --default-automail ergänzt ticketextension.automail, wenn der Aufruf selbst keinen Wert setzt. Ein Tippfehler beendet den Serverstart, statt beim HelpDesk stillschweigend verworfen zu werden — und damit die Mails auszulösen, die er verhindern sollte.

  • --dry-run validiert Aktionspolitik, Anhänge und Payload und antwortet mit {"dryRun": true, "method", "path", "payload", "attachments"}.

Ticketfelder und Aktionsargumente

ticket_fields, step_fields und action_arguments sind optional und werden im Normalfall nicht gebraucht. Wenn doch, gelten die Regeln der Web-API: Schlüssel müssen echten Feldschlüsseln (oder deren lokalisiertem Anzeigenamen) entsprechen, Werte sind Strings; JSON-Werte müssen als String kodiert werden. Beispiele aus der i-net-Dokumentation:

{
  "ticketextension.dispatchNow": "ALWAYS",           // Ticket sofort disponieren
  "ticketextension.automail": "NO_MAILS_TO_ENDUSER", // keine Auto-Mails an Endanwender
  "processingtimeextension.appointment": "1733875200000", // Wiedervorlage/Termin
  "ticketactionextension.escalate": "{'targetResID':'<GUID>','changeTicketStatus':true}"
}

Unbekannte Ticketfelder führen zu einem Fehler, unbekannte Aktionsargumente werden vom HelpDesk stillschweigend verworfen und nur ins Debug-Log geschrieben.

Anhänge

Anhänge werden als Liste übergeben, jeweils mit Inhalt entweder inline als Base64 oder als Pfad auf dem Dateisystem des Servers:

{
  "text": "Anfrage mit Anhang",
  "attachments": [
    { "name": "screenshot.png", "content_base64": "iVBORw0KGgo…" },
    { "path": "/tmp/protokoll.pdf", "attachment_type": "Attachment" }
  ]
}

path funktioniert nur im stdio-Modus, in dem Agent und Server dieselbe Maschine teilen; in den HTTP-Modi ist es automatisch abgeschaltet (und lässt sich mit --no-local-files auch für stdio deaktivieren). Erlaubte Werte für attachment_type: Attachment, EmbeddedImage, Signature, Unknown. Obergrenze pro Datei: 25 MB.


Konfiguration

Jede Option gibt es als Umgebungsvariable und als Kommandozeilenschalter; die Kommandozeile gewinnt.

Umgebungsvariable

Schalter

Standard

Bedeutung

INET_BASE_URL

--base-url

–

Basis-URL des HelpDesk, z. B. https://helpdesk.example.com:9000

INET_TOKEN

--token

–

Access-Token für Authorization: Bearer …

INET_USERNAME / INET_PASSWORD

--username / --password

–

Basic Auth als Alternative zum Token

INET_TRANSPORT

--transport

stdio

stdio, http oder sse

INET_HOST

--host

127.0.0.1

Bind-Adresse der HTTP-Transporte

INET_PORT

--port

8000

Port der HTTP-Transporte

INET_HTTP_PATH

--http-path

/mcp

Pfad des Streamable-HTTP-Endpunkts

INET_TIMEOUT

--timeout

30

HTTP-Timeout in Sekunden

INET_VERIFY_TLS

--no-verify-tls

true

TLS-Zertifikat des HelpDesk prüfen

INET_CA_BUNDLE

--ca-bundle

–

PEM-Datei mit den CA-Zertifikaten, denen vertraut wird (interne Firmen-CA)

INET_READ_ONLY

--read-only

false

Schreibende Tools ausblenden

INET_ALLOW_URL_HEADER

--allow-url-header

nur ohne INET_BASE_URL

X-Inet-Base-Url-Header erlauben

INET_IGNORE_CLIENT_AUTH

--ignore-client-auth

false

Authorization-Header der Clients ignorieren und immer die konfigurierten Zugangsdaten verwenden

INET_ALLOW_LOCAL_FILES

--no-local-files

true bei stdio, sonst false

Anhänge per Dateipfad erlauben

INET_LOCALE

--locale

en

Standardsprache der Suchphrase

INET_NORMALIZE

--no-normalize

true

Antworten aufbereiten (Anzeigewerte, ISO-Zeitstempel, HTML zu Text)

INET_RETRIES

--retries

2

Wiederholungen eines fehlgeschlagenen GET; POST wird nie wiederholt

INET_POOL_SIZE

--pool-size

8

Gleichzeitig offen gehaltene HelpDesk-Verbindungen

INET_DRY_RUN

--dry-run

false

Schreibende Aufrufe prüfen und zurückmelden, aber nicht senden

INET_ALLOWED_ACTIONS

--allowed-actions

–

Erlaubte Ticketaktions-Ids, kommasepariert

INET_DENIED_ACTIONS

--denied-actions

–

Gesperrte Ticketaktions-Ids, kommasepariert

INET_DEFAULT_AUTOMAIL

--default-automail

–

Standardwert für ticketextension.automail (NEVER, NO_MAILS_TO_ENDUSER, SERVERSETTING, ALWAYS)

HelpDesk hinter einer internen CA

Läuft der HelpDesk mit einem Zertifikat der eigenen Unternehmens-CA (etwa den Active-Directory-Zertifikatsdiensten), kennt der Server dessen Aussteller zunächst nicht: geprüft wird gegen das mitgelieferte certifi-Bundle mit den öffentlichen CAs, nicht gegen den System-Truststore. Der Aufruf scheitert dann mit einem CERTIFICATE_VERIFY_FAILED im Verbindungsfehler.

Der direkte Weg ist --ca-bundle mit der PEM-Datei der ausstellenden CA:

inet-helpdesk-mcp --base-url https://helpdesk.intern.example.com:9000 \
                  --ca-bundle /usr/local/share/ca-certificates/firmen-ca.crt

Genauso als Umgebungsvariable, z. B. im Env-File der systemd-Unit:

INET_CA_BUNDLE=/etc/ssl/certs/ca-certificates.crt

Ohne die Option werden zusätzlich die Standardvariablen SSL_CERT_FILE und REQUESTS_CA_BUNDLE berücksichtigt (in dieser Reihenfolge); erst wenn auch die fehlen, bleibt es beim certifi-Bundle. Ein gesetztes --ca-bundle gewinnt immer, und die angegebene Datei ist dann der einzige vertraute Truststore — öffentliche CAs werden nicht zusätzlich akzeptiert. Zeigt der Pfad ins Leere, bricht der Server sofort beim Start mit einer Konfigurationsmeldung ab.

Alternative: die CA einmal im System hinterlegen, dann genügt der Verweis auf den System-Truststore (oder es reicht SSL_CERT_FILE):

sudo cp firmen-ca.crt /usr/local/share/ca-certificates/
sudo update-ca-certificates            # Debian/Ubuntu
# RHEL/Fedora: /etc/pki/ca-trust/source/anchors/ + update-ca-trust
inet-helpdesk-mcp --ca-bundle /etc/ssl/certs/ca-certificates.crt …

--ca-bundle und --no-verify-tls schließen einander aus — der Server beendet sich mit einem Konfigurationsfehler, statt stillschweigend die Prüfung abzuschalten. Welcher Truststore am Ende verwendet wird, zeigen der Startlog und das Feld tls von server_info.


Fehlersuche

  • server_info zuerst aufrufen — es zeigt Basis-URL, Auth-Verfahren und ob eine Testabfrage gegen den HelpDesk funktioniert.

  • HTTP 401/403: Token abgelaufen oder dem Benutzer fehlt das Recht „Web API".

  • HTTP 404 bei einem Ticket: Ticket existiert nicht oder ist für diesen Benutzer nicht sichtbar; noch nicht autorisierte Tickets brauchen die Dispatcher-Rolle.

  • Verbindungsfehler: Basis-URL inklusive Port prüfen (Standard des HelpDesk ist 9000). Bei selbstsignierten Testsystemen hilft --no-verify-tls.

  • CERTIFICATE_VERIFY_FAILED / „unable to get local issuer certificate": Das HelpDesk-Zertifikat stammt aus einer internen CA — siehe HelpDesk hinter einer internen CA.

  • Mehr Details liefert --log-level DEBUG (Logs gehen auf stderr).


Sicherheitshinweise

  • Zugangsdaten stehen in Umgebungsvariablen bzw. im Authorization-Header und werden nie geloggt.

  • Der Server macht genau das, was der angemeldete Benutzer darf — die Rechteprüfung bleibt beim HelpDesk.

  • apply_ticket_action und create_ticket verändern Daten und können je nach Konfiguration E-Mails an Endanwender auslösen. Serverseitig verhindert das --default-automail NEVER, im einzelnen Aufruf das Aktionsargument "ticketextension.automail": "NEVER". Zum Einfahren eines Agenten gegen ein Produktivsystem gibt es --dry-run.

  • Jeder schreibende Aufruf wird mit Ticket-Id und Aktions-Id auf INFO protokolliert — ohne Token und ohne Passwort.

  • get_ticket liefert standardmäßig alle Felder eines Tickets, inklusive personenbezogener Daten — mit fields gezielt einschränken.


English summary

MCP server exposing the i-net HelpDesk Ticket Web-API: search, read, create and act on tickets, with attachment support. Run it over stdio (credentials from INET_BASE_URL + INET_TOKEN) or over streamable HTTP, where each client authenticates by sending its own Authorization: Bearer <token> header — and, when no base URL is configured, selects the HelpDesk instance with an X-Inet-Base-Url header. Tools: server_info, search_tickets, get_ticket, get_ticket_conversation, list_ticket_actions, list_ticket_steps, get_ticket_step, create_ticket, apply_ticket_action. Answers are reshaped for the agent (display values merged, ISO timestamps added, HTML step texts converted; raw: true or --no-normalize opts out). Guard rails for the writing side: --read-only, --dry-run, --allowed-actions / --denied-actions and --default-automail.

Lizenz

MIT. Kein offizielles Produkt der i-net software GmbH. Web-API-Dokumentation: https://docs.inetsoftware.de/helpdesk/help/webapi.ticket/p/ticket-web-api

Available Tools

8 tools
apply_ticket_actionApply ticket actionA

Apply a ticket action to an existing ticket - answering, closing, escalating and so on - and return the id of the new editing step. Call list_ticket_actions first: only the ids listed there are valid, and they differ per ticket, user and state. This changes the ticket, so confirm the action with the user when the intent is ambiguous.

ParametersJSON Schema
NameRequiredDescriptionDefault
textNo
action_idYes
ticket_idYes
attachmentsNo
step_fieldsNo
html_contentNo
ticket_fieldsNo
action_argumentsNo

Output Schema

ParametersJSON Schema
NameRequiredDescription

No output parameters

TDQS

A4.4/5.0
Behavior4/5

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

With no annotations provided, the description carries the full burden. It explicitly states that this tool changes the ticket, which is a behavioral disclosure. It also mentions that actions vary per ticket/user/state, implying context-dependence. However, it does not detail side effects like whether steps are immutable or if there are irreversible actions, but given the existence of an output schema, this is acceptable.

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 three sentences, each with a purpose. It front-loads the main purpose, then adds a crucial prerequisite warning, and concludes with a safety note. No wasted words. The structure is ideal for an MCP description.

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

Completeness4/5

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

Given the tool's complexity (8 parameters, no schema descriptions, no annotations), the description provides essential usage guidance. The presence of an output schema helps with return value understanding. The main gap is the lack of parameter explanations, but the tool's purpose and behavior are sufficiently outlined for an agent to understand when and how to use it, particularly with the hint to list actions first.

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 description coverage is 0%, so the description must compensate. It mentions 'text', 'attachments', 'step_fields', etc. only indirectly by saying 'answering, closing, escalating', but does not explain specific parameters like 'action_arguments' or 'ticket_fields'. The description adds context for action_id and ticket_id (validity and prerequisite), but for other parameters it relies on the schema which has no descriptions. Since 8 parameters that are mostly undocumented, the description could do more to explain how to use them.

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 tool's purpose: 'Apply a ticket action to an existing ticket - answering, closing, escalating and so on - and return the id of the new editing step.' It uses specific verbs (apply, return) and names the resource (ticket). It also distinguishes from siblings by focusing on actions, while siblings like list_ticket_actions and get_ticket handle listing and retrieval.

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

Usage Guidelines5/5

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

The description provides explicit guidance: 'Call list_ticket_actions first: only the ids listed there are valid, and they differ per ticket, user and state.' This tells the agent the prerequisite step and warns about validity constraints. It also says to confirm with the user when intent is ambiguous, which is excellent for ambiguous situations.

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

create_ticketCreate ticketA

Create a new ticket and return its id. text is the request text of the ticket. ticket_fields and action_arguments are optional and only needed for advanced cases - unknown ticket fields are rejected, unknown action arguments are ignored by the server.

ParametersJSON Schema
NameRequiredDescriptionDefault
textYes
owner_guidNo
attachmentsNo
html_contentNo
ticket_fieldsNo
action_argumentsNo

Output Schema

ParametersJSON Schema
NameRequiredDescription

No output parameters

TDQS

A3.8/5.0
Behavior3/5

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

With no annotations provided, the description must carry the full burden. It states the return value (id) and warns about rejection of unknown ticket_fields versus silent ignoring of action_arguments, which is useful. However, it does not disclose whether the operation is destructive, if it requires authentication, or if there are rate limits, leaving gaps.

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 at two sentences, immediately stating the core purpose. It front-loads the primary behavior and return value, then adds parameter notes. One minor improvement could be to structure the parameter notes more clearly, but overall it is efficient.

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?

Given the tool has 6 parameters, 0% schema coverage, and no annotations, the description covers only a subset of parameters (text, ticket_fields, action_arguments) and lacks details on attachments, owner_guid, and html_content. The presence of an output schema helps but does not fully compensate for missing parameter explanations.

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?

Schema description coverage is 0%, so the description must compensate. It explains the critical `text` parameter and adds meaning to `ticket_fields` and `action_arguments` by noting their optionality and server behavior. However, `owner_guid`, `attachments`, and `html_content` are not described, leaving some parameters without context.

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 tool creates a new ticket and returns its ID. It distinguishes itself from sibling tools like search_tickets, get_ticket, and apply_ticket_action by focusing on creation, not retrieval or modification.

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

Usage Guidelines3/5

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

The description mentions that `ticket_fields` and `action_arguments` are optional and only for advanced cases, and notes that unknown fields are rejected while unknown arguments are ignored. However, it does not provide guidance on when to use this tool versus alternatives like apply_ticket_action, or when attachments or html_content should be used.

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

get_ticketGet ticketA

Read one ticket with its fields and attributes. Pass fields to limit the response to the entries you need - the full record can be large and may contain personal data.

ParametersJSON Schema
NameRequiredDescriptionDefault
fieldsNo
ticket_idYes

Output Schema

ParametersJSON Schema
NameRequiredDescription

No output parameters

TDQS

A4.2/5.0
Behavior4/5

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

With no annotations, the description carries full burden. It explicitly states the tool is read-only ('Read one ticket') and warns that the full record can be large and may contain personal data. This adds behavioral context beyond what structured data provides. It does not mention authentication, error handling, or idempotency, but the core safety trait is transparent.

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 two sentences with no wasted words. The first sentence front-loads the core purpose, and the second adds a practical usage tip. Every sentence earns its place.

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

Completeness4/5

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

Given the tool's simplicity (2 parameters, output schema present), the description covers the core action, a key parameter hint, and a data sensitivity warning. It does not discuss error behavior or edge cases, but the output schema fills return value details. The description is sufficient for an agent to use the tool correctly in most scenarios.

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?

Schema description coverage is 0%, so the description must compensate. It explains the `fields` parameter's purpose (limit response, avoid large/personal data) and why it is useful. The `ticket_id` parameter is not explained in text, but its purpose is obvious from name and context. The description adds meaningful value beyond the bare schema.

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 verb 'Read' and the resource 'one ticket with its fields and attributes'. It distinguishes itself from sibling tools like 'search_tickets' (multiple results) and 'create_ticket' (write) by specifying a single ticket retrieval. The purpose is specific and unambiguous.

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

Usage Guidelines3/5

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

The description provides a usage hint to pass the `fields` parameter to limit response size and avoid personal data, which is helpful. However, it does not explicitly state when to use this tool versus alternatives (e.g., 'search_tickets' for filtering, 'list_ticket_actions' for operations). The guidance is implied but lacks exclusions or comparisons.

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

get_ticket_stepGet ticket stepA

Read one editing step of a ticket, including its text and the applied ticket action. Pass fields to reduce the returned fields and attributes.

ParametersJSON Schema
NameRequiredDescriptionDefault
fieldsNo
step_idYes
ticket_idYes

Output Schema

ParametersJSON Schema
NameRequiredDescription

No output parameters

TDQS

A3.8/5.0
Behavior2/5

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

No annotations are provided, so the description must fully disclose behavior. It states it's a read operation ('Read'), but does not mention idempotency, rate limits, or whether the step is returned in a specific format. It hints at field filtering but lacks detail on what 'applied ticket action' means or if the action is mutable.

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 two sentences long with no wasted words. It front-loads the purpose ('Read one editing step...') and adds a helpful optimization hint ('Pass fields to reduce...'). Every sentence earns its place.

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

Completeness4/5

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

The tool has a rich output schema (mentioned in context), so the description does not need to detail return values. It covers the key behavior (reading a step, including text and action) and parameter usage. No mention of error states or prerequisites, which is a minor gap for a complex tool with many siblings.

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?

Schema coverage is 0%, so the description must compensate. It explains the 'fields' parameter by saying 'Pass fields to reduce the returned fields and attributes', giving context not in the schema. However, it does not describe ticket_id and step_id beyond their names, which are clear from context.

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 'Read one editing step of a ticket', specifying the verb 'read' and the resource 'editing step' with the scope 'of a ticket'. This distinguishes it from siblings like list_ticket_steps (list) and get_ticket (different resource).

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

Usage Guidelines3/5

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

The description implies this is for reading a single step, but does not explicitly say when to use it over siblings (e.g., get_ticket for ticket-level info, list_ticket_steps for multiple steps). No alternatives or exclusions are mentioned, so it's adequate but lacking guidance.

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

list_ticket_actionsList ticket actionsA

List the ticket actions the authenticated user may currently apply to a ticket, as a map of action id to display name. The ids are the input for apply_ticket_action.

ParametersJSON Schema
NameRequiredDescriptionDefault
ticket_idYes

Output Schema

ParametersJSON Schema
NameRequiredDescription

No output parameters

TDQS

A3.7/5.0
Behavior3/5

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

With no annotations provided, the description carries full burden. It mentions the action list is scoped to the authenticated user and returns a map, but omits details about permissions requirements, error conditions (e.g., invalid ticket_id), or whether the list could be empty.

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?

Two sentences, no filler. The first sentence states the core purpose, the second links to a related sibling. Every word earns its place.

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

Completeness4/5

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

For a simple list tool with one parameter and an output schema, the description covers the output format and workflow integration. It is nearly complete but lacks parameter documentation, which is a minor gap given the tool's simplicity.

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

Parameters1/5

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

The input schema has a required ticket_id with no description (0% schema coverage). The description does not elaborate on ticket_id format, source, or constraints, leaving the agent with no additional guidance beyond the schema.

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 tool lists ticket actions the authenticated user may apply, returning a map of id to display name. It distinguishes from sibling apply_ticket_action by noting the ids are its input.

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

Usage Guidelines4/5

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

The description implies usage as a precursor to apply_ticket_action, providing a natural workflow. However, it does not explicitly state when to use this tool over siblings like list_ticket_steps or get_ticket, nor does it mention exclusion criteria.

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

list_ticket_stepsList ticket stepsA

List the editing steps (history) of a ticket. For a primary ticket in a bundle the steps of its secondary tickets are merged in. Use get_ticket_step for the text of a single step.

ParametersJSON Schema
NameRequiredDescriptionDefault
sinceNo
ticket_idYes

Output Schema

ParametersJSON Schema
NameRequiredDescription

No output parameters

TDQS

A3.9/5.0
Behavior3/5

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

Annotations are absent, so the description carries the full burden. It discloses that for primary tickets in a bundle, steps from secondary tickets are merged, which is a key behavioral trait. However, it does not mention other important traits such as pagination, rate limits, data freshness, or what happens on error, which would be valuable for a history endpoint.

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 two sentences long and front-loads the main purpose. It includes a behavioral detail (merged steps) and a sibling reference. Every sentence adds value, and there is no fluff. It could be slightly more structured (e.g., separate section for parameters) but is already efficient.

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

Completeness4/5

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

Given that the tool has an output schema (which explains return values) and only 2 simple parameters, the description does not need to cover return structure. It explains the bundle merging behavior and the sibling context. It might be slightly incomplete for agents needing to know about pagination or limits, but for a list endpoint with an output schema, it's largely sufficient.

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 description coverage is 0%, so the description must compensate. However, the description does not explain either parameter (since or ticket_id). The since parameter especially benefits from explanation (e.g., format or semantics). The ticket_id is somewhat self-explanatory but formal guidance is missing. Baseline for 0% coverage would be lower, but with only 2 params and one being clear from the property name, a 3 is appropriate.

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 tool lists 'editing steps (history) of a ticket' which is a specific verb+resource. It further distinguishes from siblings by mentioning behavior for bundle tickets and explicitly referencing the sibling `get_ticket_step` for single step retrieval, making it easy for an agent to differentiate.

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

Usage Guidelines4/5

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

The description provides clear context on when to use this tool (to list the entire step history) and when to use an alternative ('Use get_ticket_step for the text of a single step'). It doesn't explicitly say when not to use it or mention prerequisites, but the guidance on bundle tickets and the sibling reference is helpful.

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

search_ticketsSearch ticketsA

Search tickets with the same phrase syntax as the Tickets application, for example printer or Resource:"First Level Support". Returns the matching ticket ids plus suggestions for fields and values that can narrow the query further.

ParametersJSON Schema
NameRequiredDescriptionDefault
limitNo
queryYes
startNo
localeNo

Output Schema

ParametersJSON Schema
NameRequiredDescription

No output parameters

TDQS

A3.7/5.0
Behavior3/5

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

No annotations are provided, so the description carries the full burden. It discloses that the tool returns matching ticket IDs plus suggestions and that it uses a specific syntax. However, it does not mention behavioral traits like pagination, rate limits, or whether the operation is read-only, though the search nature implies safety.

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 consists of two concise sentences. The first explains functionality and syntax, the second explains the return value. No unnecessary words are present.

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

Completeness4/5

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

The description covers the main functionality and return value, and an output schema exists. However, it lacks explanation of the pagination parameters (limit, start) which are important for a search tool. Overall, it is reasonably complete but has a notable gap.

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

Parameters2/5

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

With 0% schema description coverage, the description must compensate. It adds meaning for the query parameter by explaining the syntax and providing examples, but it does not describe the limit, start, or locale parameters at all. This is insufficient for a 4-parameter tool.

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 that the tool searches tickets using a specific phrase syntax, with examples like 'printer' or 'Resource:"First Level Support"'. It distinguishes the search action from sibling tools such as create_ticket or get_ticket by its purpose and return value.

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

Usage Guidelines3/5

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

The description provides usage guidance by referencing the Tickets application's syntax, but it does not explicitly state when to use this tool versus alternatives or when not to use it. The context is implied but not formalized.

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

server_infoServer infoA

Report how this MCP server is configured and verify that the i-net HelpDesk can be reached with the current credentials. Use this first when a call fails with an authentication or connection error.

ParametersJSON Schema
NameRequiredDescriptionDefault

No parameters

Output Schema

ParametersJSON Schema
NameRequiredDescription

No output parameters

TDQS

A4.7/5.0
Behavior4/5

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

No annotations are provided, so the description must convey behavioral traits. It clearly discloses the tool is read-only (reports/verifies) and connects it to server config and credential validation. It could be slightly improved by explicitly stating it has no side effects (like creating or modifying data), but the intent is clear enough from context.

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 two sentences, front-loaded with the core purpose, and contains no extraneous information. Every sentence earns its place.

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

Completeness5/5

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

Given that the tool has zero parameters, an output schema exists (so return values are documented elsewhere), and the sibling tools all focus on tickets, this description is complete. It explains what the tool does, when to use it, and implies what it does not do (mutations).

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 input schema has zero parameters and schema description coverage is 100% (trivially). The description adds meaning by explaining what the tool does with those zero parameters: it reports configuration and verifies connectivity. This is a case where the parameter semantics is inherently simple, and the description captures the purpose well.

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 uses a specific verb and resource: 'Report how this MCP server is configured and verify that the i-net HelpDesk can be reached with the current credentials.' It clearly distinguishes from sibling tools: all siblings deal with ticket operations, while this tool is about server and authentication status.

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

Usage Guidelines5/5

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

The description explicitly states when to use this tool: 'Use this first when a call fails with an authentication or connection error.' This gives clear guidance on the context and problem type that should trigger its invocation, and by omission implies it is not needed for normal ticket operations.

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

Tool Schema Changelog

Recent tool additions, removals, and schema changes observed during successful MCP inspections.

  1. 8 tool updatesv0.1.0
    • First observedapply_ticket_action
    • First observedcreate_ticket
    • First observedget_ticket
    • First observedget_ticket_step
    • First observedlist_ticket_actions
    • First observedlist_ticket_steps
    • First observedsearch_tickets
    • First observedserver_info

TDQS

A4/5.0

Scored across 8 tools

Disambiguation5/5

Each tool targets a distinct operation in the ticket lifecycle: creation, retrieval, search, action listing, action application, step listing, and step reading. No two tools have overlapping purposes, making it easy for an agent to select the correct tool.

Naming Consistency4/5

Six of eight tools follow a clear verb_noun pattern (e.g., create_ticket, search_tickets, get_ticket). However, server_info is a noun_noun format that breaks the pattern, preventing a perfect score.

Tool Count5/5

With 8 tools, the server covers core ticket operations without being bloated. The number is well-scoped for a focused HelpDesk MCP server, fitting the recommended range comfortably.

Completeness3/5

The server provides create, read, search, and action application, but lacks a general update tool for modifying ticket fields (e.g., priority, assignee). There is also no delete tool. This is a notable gap, though the action application covers workflow state changes.

Maintenance

ActivitySlowing
ResponsivenessNo issues

Related MCP Connectors

Related MCP Servers