# snow_create_customer_case

Open a Customer Service Management (CSM) case on sn_customerservice_case for a given account, with optional contact and priority. Use this for customer-facing tickets; for internal IT use snow_create_incident.

Agent View of the PolicyLayer registry record for `snow_create_customer_case`. HTML page: https://policylayer.com/tools/serac/snow-create-customer-case

## Facts

- Tool: `snow_create_customer_case`
- Server: Serac (`serac-labs/serac`) — https://policylayer.com/tools/serac.md
- Homepage: https://github.com/serac-labs/serac
- Risk category: Write (Medium risk)
- Registry record: grade F, identity unverified
- Server rate-limited: no
- Parameters: 0
- Recommended policy verdict: Rate-limited

## Example call (MCP tools/call, JSON-RPC 2.0)

```json
{
  "jsonrpc": "2.0",
  "id": 1,
  "method": "tools/call",
  "params": {
    "name": "snow_create_customer_case",
    "arguments": {}
  }
}
```

## Why snow_create_customer_case is rated Medium

This tool creates new data (a case record) in ServiceNow's CSM system, which is reversible (cases can be closed, deleted, or modified). It does not delete data, execute arbitrary code, move money, or trigger irreversible operations. The 'Write' category applies to tools that create or modify data.

From the tool's own definition: "Tool name 'snow_create_customer_case' and description states 'Open a Customer Service Management (CSM) case' — this creates a new record in ServiceNow."

## Use case

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

## Recommended policy (PolicyLayer)

Verdict: **Rate-limited**. Enforced by the PolicyLayer MCP gateway (https://policylayer.com/mcp-gateway) before a call reaches Serac:

```json
{
  "version": "1",
  "default": "deny",
  "tools": {
    "snow_create_customer_case": {
      "limits": [
        {
          "counter": "snow_create_customer_case_rate",
          "window": "minute",
          "max": 30,
          "scope": "grant"
        }
      ]
    }
  }
}
```

## Other tools on Serac (431)

- `snow_cleanup_test_artifacts` — Destructive — https://policylayer.com/tools/serac/snow-cleanup-test-artifacts.md
- `snow_delete_attachment` — Destructive — https://policylayer.com/tools/serac/snow-delete-attachment.md
- `snow_inbound_email_action` — Destructive — https://policylayer.com/tools/serac/snow-inbound-email-action.md
- `snow_pa_indicator_manage` — Destructive — https://policylayer.com/tools/serac/snow-pa-indicator-manage.md
- `snow_rollback_deployment` — Destructive — https://policylayer.com/tools/serac/snow-rollback-deployment.md
- `snow_workflow_transition` — Destructive — https://policylayer.com/tools/serac/snow-workflow-transition.md
- `enterprise_tool_execute` — Execute — https://policylayer.com/tools/serac/enterprise-tool-execute.md
- `snow_auto_resolve_incident` — Execute — https://policylayer.com/tools/serac/snow-auto-resolve-incident.md
- `snow_automate_threat_response` — Execute — https://policylayer.com/tools/serac/snow-automate-threat-response.md
- `snow_batch_request` — Execute — https://policylayer.com/tools/serac/snow-batch-request.md
- `snow_change_manage` — Execute — https://policylayer.com/tools/serac/snow-change-manage.md
- `snow_cicd_deploy` — Execute — https://policylayer.com/tools/serac/snow-cicd-deploy.md
- `snow_collect_metric` — Execute — https://policylayer.com/tools/serac/snow-collect-metric.md
- `snow_confirm_script_execution` — Execute — https://policylayer.com/tools/serac/snow-confirm-script-execution.md
- `snow_convert_es6_to_es5` — Execute — https://policylayer.com/tools/serac/snow-convert-es6-to-es5.md
- `snow_convert_to_es5` — Execute — https://policylayer.com/tools/serac/snow-convert-to-es5.md
- `snow_create_mobile_action` — Execute — https://policylayer.com/tools/serac/snow-create-mobile-action.md
- `snow_create_vulnerability_scan` — Execute — https://policylayer.com/tools/serac/snow-create-vulnerability-scan.md
- `snow_custom_api` — Execute — https://policylayer.com/tools/serac/snow-custom-api.md
- `snow_elevate_role` — Execute — https://policylayer.com/tools/serac/snow-elevate-role.md
- `snow_employee_offboarding` — Execute — https://policylayer.com/tools/serac/snow-employee-offboarding.md
- `snow_employee_onboarding` — Execute — https://policylayer.com/tools/serac/snow-employee-onboarding.md
- `snow_execute_atf_test` — Execute — https://policylayer.com/tools/serac/snow-execute-atf-test.md
- `snow_execute_script` — Execute — https://policylayer.com/tools/serac/snow-execute-script.md
- `snow_execute_security_playbook` — Execute — https://policylayer.com/tools/serac/snow-execute-security-playbook.md
- `snow_execute_transform` — Execute — https://policylayer.com/tools/serac/snow-execute-transform.md
- `snow_fluent_build` — Execute — https://policylayer.com/tools/serac/snow-fluent-build.md
- `snow_fluent_install` — Execute — https://policylayer.com/tools/serac/snow-fluent-install.md
- `snow_fluent_transform` — Execute — https://policylayer.com/tools/serac/snow-fluent-transform.md
- `snow_github_deploy` — Execute — https://policylayer.com/tools/serac/snow-github-deploy.md
- …and 401 more: https://policylayer.com/tools/serac.md

## For agents

This record is a snapshot. Live verdicts and the full registry:

- Check every server in your MCP config at once: `npx -y policylayer stack`
- Vet a server before you add it: install the mcp-precheck skill — `npx skills add https://policylayer.com` (skill text: https://policylayer.com/skill.md)
- Query the registry over MCP: endpoint `https://api.policylayer.com/mcp` — tools `check_mcp_server`, `check_mcp_stack`, `check_tool`, `search_registry`, `get_change_events`

---

Source: the PolicyLayer MCP registry — one continuously verified record per MCP server. Full record: https://policylayer.com/registry?q=serac · API: https://policylayer.com/registry/api · Policy library: https://policylayer.com/policies/serac