create_ticket · MCP FOR ITSM MCP: Risk & Policy

WHAT IT DOES

What create_ticket does on MCP FOR ITSM

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

WHY IT NEEDS A POLICY

Why create_ticket needs a policy

This tool creates new data (a support ticket) in an IT service management system. It is reversible (tickets can be modified or deleted by other means), has no irreversible destruction, no code execution, and no financial impact.

From the tool's definition Tool name is 'create_ticket' and description states 'Create a new support ticket in the appropriate ITSM system' — this creates a new data record in the ITSM system.

Attacks that exploit this kind of access

Recommended rule Ready

Verdict

create_ticket Rate-limited

create_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": {
    "create_ticket": {
      "limits": [
        {
          "counter": "create_ticket_rate",
          "window": "minute",
          "max": 30,
          "scope": "grant"
        }
      ]
    }
  }
}

LIMIT THIS TOOL →

Instant setup, no code required.

PolicyLayer is an MCP gateway: every tool call is checked against your rule before it reaches MCP FOR ITSM, so you can run agents against it safely.

FAQ

Questions about create_ticket

What does the create_ticket tool do? +

Create a new support ticket in the appropriate ITSM system. It is categorised as a Write tool in the MCP FOR ITSM MCP Server, which means it can create or modify data. Consider rate limits to prevent runaway writes.

How do I enforce a policy on create_ticket? +

Register the MCP FOR ITSM MCP server in PolicyLayer and add a rule for create_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 MCP FOR ITSM. Nothing to install.

What risk level is create_ticket? +

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

Can I rate-limit create_ticket? +

Yes. Add a rate_limit block to the create_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 create_ticket completely? +

Set action: deny in the PolicyLayer policy for create_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 create_ticket? +

create_ticket is provided by the MCP FOR ITSM MCP server (madosh/mcp-itsm). PolicyLayer sits as a proxy in front of this server to enforce policies before tool calls reach the server.

// THE FULL RECORD

create_ticket is one line of MCP FOR ITSM's registry record.

The record carries the whole server: verified identity, auth posture, risk grade, every tool classified, recommended policy — re-checked continuously.

Teams ship this data inside their own products. See what a licence covers →