create_problem · Freshservice MCP Server MCP: Risk & Policy

WHAT IT DOES

What create_problem does on Freshservice MCP Server

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

WHY IT NEEDS A POLICY

Why create_problem needs a policy

The tool creates a new problem record in Freshservice, which is a reversible write operation (problems can be deleted via delete_problem). It does not execute arbitrary code, trigger financial transactions, or perform destructive operations.

From the tool's definition Tool name 'create_problem' and description 'Create a new Freshservice problem' indicate irreversible creation of a new record in the ITSM system.

Attacks that exploit this kind of access

Recommended rule Ready

Verdict

create_problem Rate-limited

create_problem 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_problem": {
      "limits": [
        {
          "counter": "create_problem_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 Freshservice MCP Server, so you can run agents against it safely.

FAQ

Questions about create_problem

What does the create_problem tool do? +

Create a new Freshservice problem. It is categorised as a Write tool in the Freshservice MCP Server 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_problem? +

Register the Freshservice MCP Server MCP server in PolicyLayer and add a rule for create_problem: 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 Freshservice MCP Server. Nothing to install.

What risk level is create_problem? +

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

Can I rate-limit create_problem? +

Yes. Add a rate_limit block to the create_problem 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_problem completely? +

Set action: deny in the PolicyLayer policy for create_problem. 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_problem? +

create_problem is provided by the Freshservice MCP Server MCP server (tannertm0/freshservice-mcp). PolicyLayer sits as a proxy in front of this server to enforce policies before tool calls reach the server.