set_incident_waiting_for_customer · InvGate Service Desk MCP

WHAT IT DOES

What set_incident_waiting_for_customer does on InvGate Service Desk

AI agents use set_incident_waiting_for_customer 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 set_incident_waiting_for_customer needs a policy

This tool changes the state/status of an existing incident, which constitutes a Write operation. It modifies data reversibly without deleting or destroying information. Severity is medium because workflow state changes can impact incident handling and SLA timers, affecting customer experience and operational metrics, but the change is non-destructive and can be undone by setting a different status.

From the tool's definition Tool modifies incident state to 'waiting for customer' status. Sibling tools include create_incident, add_incident_comment, add_incident_collaborator, indicating this server manages incident lifecycle and state transitions.

Attacks that exploit this kind of access

Recommended rule Ready

Verdict

set_incident_waiting_for_customer Rate-limited

set_incident_waiting_for_customer 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": {
    "set_incident_waiting_for_customer": {
      "limits": [
        {
          "counter": "set_incident_waiting_for_customer_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 set_incident_waiting_for_customer

What does the set_incident_waiting_for_customer tool do? +

Set a request to waiting for customer. 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 set_incident_waiting_for_customer? +

Register the InvGate Service Desk MCP server in PolicyLayer and add a rule for set_incident_waiting_for_customer: 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 set_incident_waiting_for_customer? +

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

Can I rate-limit set_incident_waiting_for_customer? +

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

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

set_incident_waiting_for_customer 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.