update_ticket

SERVERDoit SOURCE@doitintl/doit-mcp-server

Medium RISK CLASS

Category Write

Parameters 41 required

Recommended Rate-limitedsee the rule below

Registry record Grade F, identity unverified Pull the record →

This record as markdown: /tools/doit/update-ticket.md

WHAT IT DOES

What update_ticket does on Doit

AI agents use update_ticket to create or update resources in Doit, usually the action step of a workflow, after the agent has gathered context. Every call changes real data in your Doit environment.

Parameter	Type	Required	Description
`status`	string	—	The status to set on the request.
`assignee`	string	—	Email of the DoiT employee to assign the request to, resolved to a Zendesk agent. DoiT employees only.
`ticketId`	number	Yes
`customerContext`	string	—	Scope the request to a specific customer by ID. Required for DoiT employees (whose token isn't tied to a single customer); omit for direct customer users.

Parameters from the server's own tool schema.

RISK

Why update_ticket is rated Medium

An AI agent can call update_ticket faster than any human can review: one bad instruction and it creates or modifies resources in Doit by the hundred, each call as confident as the last.

Attacks that exploit this kind of access

RECOMMENDED RULE

The rule that runs update_ticket safely

PolicyLayer is an MCP gateway: it sits between your AI agents and Doit, and checks every tool call against a rule you set before the call runs. Nothing changes on the server itself. For update_ticket, this is the rule to start with:

update_ticket Rate-limited

update_ticket stays usable, but capped: an agent stuck in a loop can't make hundreds of changes a minute. Everything else on the server is denied unless you say otherwise.

View as policy code

policy.json

{
  "version": "1",
  "default": "deny",
  "tools": {
    "update_ticket": {
      "limits": [
        {
          "counter": "update_ticket_rate",
          "window": "minute",
          "max": 30,
          "scope": "grant"
        }
      ]
    }
  }
}

LIMIT THIS TOOL → Instant setup, no code required.

The button opens the PolicyLayer dashboard: create your workspace, connect Doit, apply this rule, and every update_ticket call is checked against it from then on.

FAQ

Questions about update_ticket

What does the update_ticket tool do? +

Create and manage support tickets with DoiT. Partially updates a support request. Supports setting the request status and/or assignee. DoiT employees may set any of open, pending, hold, or solved and may set the assignee; customers may set only solved (parity with the console "mark as resolved" action) and may not set an assignee. closed is not settable via the API (Zendesk auto-closes from solved). The assignee is a DoiT-employee email, resolved server-side to a Zendesk agent; an email that does not resolve to an active agent returns 400. At least one mutable field must be present. The response echoes the fields that were applied. It is categorised as a Write tool in the Doit MCP Server, which means it can create or modify data. Consider rate limits to prevent runaway writes.

What parameters does update_ticket accept? +

update_ticket accepts 4 parameters: status, assignee, ticketId, customerContext. Required: ticketId. The full parameter table on this page comes from the server's own tool schema.

How do I enforce a policy on update_ticket? +

Register the Doit MCP server in PolicyLayer and add a rule for update_ticket: allow, deny, rate-limit, or require approval. Point your MCP client at the PolicyLayer proxy URL and the rule is enforced on every call, before it reaches Doit. Nothing to install.

What risk level is update_ticket? +

update_ticket is a Write tool with medium risk. Write tools should be rate-limited to prevent accidental bulk modifications.

Can I rate-limit update_ticket? +

Yes. Add a rate_limit block to the update_ticket rule in your PolicyLayer policy. For example, setting max: 10 and window: 60 limits the tool to 10 calls per minute. Rate limits are tracked per agent session and reset automatically.

How do I block update_ticket completely? +

Set action: deny in the PolicyLayer policy for update_ticket. The AI agent will receive a policy violation error and cannot call the tool. You can also include a reason field to explain why the tool is blocked.

What MCP server provides update_ticket? +

update_ticket is provided by the Doit MCP server (@doitintl/doit-mcp-server). PolicyLayer sits as a proxy in front of this server to enforce policies before tool calls reach the server.

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