reopen_incident · InvGate Service Desk MCP: Risk & Policy

WHAT IT DOES

What reopen_incident does on InvGate Service Desk

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

WHY IT NEEDS A POLICY

Why reopen_incident needs a policy

Reopening an incident is a reversible state change on an existing record. It modifies the incident's status but does not delete data or execute code. The blast radius is moderate: an AI agent misusing this could reopen many resolved tickets, causing operational disruption, but the action is reversible by closing/resolving again.

From the tool's definition 'Reopen a request' — restores a closed/resolved incident back to an active state

Attacks that exploit this kind of access

Recommended rule Ready

Verdict

reopen_incident Rate-limited

reopen_incident 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": {
    "reopen_incident": {
      "limits": [
        {
          "counter": "reopen_incident_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 InvGate Service Desk, so you can run agents against it safely.

FAQ

Questions about reopen_incident

What does the reopen_incident tool do? +

Reopen a request. It is categorised as a Write tool in the InvGate Service Desk MCP Server, which means it can create or modify data. Consider rate limits to prevent runaway writes.

How do I enforce a policy on reopen_incident? +

Register the InvGate Service Desk MCP server in PolicyLayer and add a rule for reopen_incident: 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 InvGate Service Desk. Nothing to install.

What risk level is reopen_incident? +

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

Can I rate-limit reopen_incident? +

Yes. Add a rate_limit block to the reopen_incident 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 reopen_incident completely? +

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

reopen_incident is provided by the InvGate Service Desk MCP server (oci:ghcr.io/tracegazer/invgate-service-desk-mcp:0.2.0). PolicyLayer sits as a proxy in front of this server to enforce policies before tool calls reach the server.