update_request_sla · ServiceDesk Plus MCP Server MCP

WHAT IT DOES

What update_request_sla does on ServiceDesk Plus MCP Server

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

WHY IT NEEDS A POLICY

Why update_request_sla needs a policy

The tool modifies SLA parameters for a request, which is a configuration/data update rather than creation (would lean Write over Create), deletion (Destructive), or code execution (Execute). SLA misconfigurations could affect service accountability and response times for multiple tickets, but the change is reversible.

From the tool's definition Tool name 'update_request_sla' and description 'Cập nhật SLA cho request' (Update SLA for request) indicate modification of Service Level Agreement settings associated with a request. This is a reversible data change operation.

Attacks that exploit this kind of access

Recommended rule Ready

Verdict

update_request_sla Rate-limited

update_request_sla 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_request_sla": {
      "limits": [
        {
          "counter": "update_request_sla_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 ServiceDesk Plus MCP Server, so you can run agents against it safely.

FAQ

Questions about update_request_sla

What does the update_request_sla tool do? +

Cập nhật SLA cho request. It is categorised as a Write tool in the ServiceDesk Plus 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 update_request_sla? +

Register the ServiceDesk Plus MCP Server MCP server in PolicyLayer and add a rule for update_request_sla: 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 ServiceDesk Plus MCP Server. Nothing to install.

What risk level is update_request_sla? +

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

Can I rate-limit update_request_sla? +

Yes. Add a rate_limit block to the update_request_sla 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_request_sla completely? +

Set action: deny in the PolicyLayer policy for update_request_sla. 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_request_sla? +

update_request_sla is provided by the ServiceDesk Plus MCP Server MCP server (thichcode/servicedeskplus_mcp). PolicyLayer sits as a proxy in front of this server to enforce policies before tool calls reach the server.