prioritize_incident · Vidal Helpdesk MCP: Risk & Policy

WHAT IT DOES

What prioritize_incident does on Vidal Helpdesk

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

WHY IT NEEDS A POLICY

Why prioritize_incident needs a policy

The tool modifies existing ticket data by updating priority and upserting AI analysis fields. These changes are reversible (priority can be changed again, analysis can be re-run), so Write is the appropriate category rather than Destructive. Severity is medium because miscategorized priorities could misdirect support resources or delay critical incidents.

From the tool's definition Updates priority and upserts ai_analysis if confidence >= 60%

Attacks that exploit this kind of access

Recommended rule Ready

Verdict

prioritize_incident Rate-limited

prioritize_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": {
    "prioritize_incident": {
      "limits": [
        {
          "counter": "prioritize_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 Vidal Helpdesk, so you can run agents against it safely.

FAQ

Questions about prioritize_incident

What does the prioritize_incident tool do? +

Re-run AI triage on an existing ticket with optional new context. Updates priority and upserts ai_analysis if confidence >= 60%. It is categorised as a Write tool in the Vidal Helpdesk MCP Server, which means it can create or modify data. Consider rate limits to prevent runaway writes.

How do I enforce a policy on prioritize_incident? +

Register the Vidal Helpdesk MCP server in PolicyLayer and add a rule for prioritize_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 Vidal Helpdesk. Nothing to install.

What risk level is prioritize_incident? +

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

Can I rate-limit prioritize_incident? +

Yes. Add a rate_limit block to the prioritize_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 prioritize_incident completely? +

Set action: deny in the PolicyLayer policy for prioritize_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 prioritize_incident? +

prioritize_incident is provided by the Vidal Helpdesk MCP server (vidal-renao/vidal-helpdesk-mcp). PolicyLayer sits as a proxy in front of this server to enforce policies before tool calls reach the server.