What's new

Managing incidents

Use incident management tools to get details, update fields, and find similar incidents in the ITSM MCP Server.

For example:

• Get incident fields including state, priority, assignment, CI, description, and work notes with incident.get_details.
• Update incident fields and work notes through platform-native APIs with full business rule execution using incident.modify.
• Search for similar incidents using semantic search with incident.search_similar, and look up assignment groups and users with lookup_assignment_groups and lookup_users.
• Search similar Knowledge Base (KB) articles using incident.search_similar_kb, and retrieve details for a published KB article using incident.get_kb_details.
• Link a KB article to an incident as a related reference using incident.attach_kb.

Managing change requests

Use change management tools to query, analyze, and update change requests in the ITSM MCP Server.

For example:

• Create and update change requests, calculate risk, and manage planned outages with change.lifecycle.
• Analyze changes by recommending assignment groups, retrieving risk and impact data, and suggesting configuration items and templates with change.analyze.
• Retrieve, search, and aggregate change data, check schedules and conflicts, and score data quality with change.query.
• List tasks, affected CIs, approvals, incidents, problems, outages, and change policies with change.relation.

Managing request items

Use request item tools to create and manage your own tickets in the ITSM MCP Server.

For example:

• Create incidents or request catalog items through a guided workflow that includes knowledge base deflection, catalog item redirection, and duplicate detection using requester.create_incident.
• Escalate an incident's urgency with a mandatory reason using requester.escalate.
• Add customer-visible comments to your open incidents or requested items using requester.add_comment.

Managing on-call schedules

Use on-call management tools to look up coverage and manage your on-call schedule in the ITSM MCP Server.

For example:

• Identify current on-call engineers by assignment group or shift name, and view your next or active on-call shift details using oncall.on_call_lookup.
• Request time off from an on-call shift and arrange coverage through a two-phase analyze-and-create workflow using oncall.timeoff_request.

Using ITSM MCP Server common tools

Use common tools to use with the ITSM MCP Server.

For example:

• Answer structured natural language questions about ITSM data, including details on incidents, change requests, and active catalog items using itsm_knowledge_graph.
• Approve or reject your oldest pending approval for a change or request items using task_approval_decision.
• Get the authenticated user's current session time zone and the current date and time in that time zone using get_session_timezone.