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ITSM MCP Server

Intelligent IT Service Management for ADK-Rust Enterprise agents. 25 MCP tools with agentic workflows — auto-classifies tickets, resolves from knowledge base, detects duplicates, and routes intelligently. No hardcoded…

Open the source Read the official guide ↗

What it gives an agent

A purpose-built capability behind one MCP connection.

The server owns its domain logic and publishes a tool contract an MCP client can discover. ADK-Rust can load that contract into an agent, normalize each schema for the chosen model provider, and keep the connection lifecycle outside the agent’s business logic.

No hardcoded logic — classification rules and KB articles are added at runtime via tools.

KB-first resolution — searches knowledge base before creating tickets. Grows smarter over time.

TF-IDF scoring — relevance-ranked KB search (pluggable for adk-rag semantic search).

Duplicate detection — 30% word-overlap threshold against all non-closed tickets.

Priority escalation — urgency keywords ("outage", "all users", "critical") auto-escalate regardless of rule defaults.

Full audit trace — every agentic decision is traced and returned.

Architecture

How ITSM MCP Server fits into an agent system.

The model never needs the implementation details or credentials of the system behind the server. It sees reviewed tool definitions. The MCP client handles discovery and calls, while the server keeps ownership of validation, policy, and communication with its domain system.

ADK-Rust agent

Chooses a capability from the reviewed tool catalog.

→

MCP client

Discovers schemas, sends calls, and receives typed content.

→

ITSM MCP Server

Validates the request and owns 25 documented tool contracts.

→

Domain system

Keeps the API, data, credentials, and business rules behind the server.

Connection: stdio · Server framework: ADK MCP SDK + rmcp

ITSM MCP Server architecture diagram from its official repository

Tool catalog

What can an agent ask ITSM MCP Server to do?

Each tool has a stable name, a human-readable purpose, and a JSON input contract discovered during MCP initialization. Risk classes come from the project’s registry manifest when one is available.

12 named tools shown from 25 documented tools

create_ticket

Create an incident, service request, or task ticket

internal write

get_ticket

Get full ticket details including status, assignee, SLA, notes

read only

search_tickets

Search tickets by keyword, status, assignee, or queue

read only

update_ticket

Update ticket priority, category, or service fields

internal write

transition_ticket

Move ticket through valid workflow states

internal write

assign_ticket

Assign ticket to a user or team

internal write

route_ticket

Move ticket to a different queue/team

internal write

close_ticket

Close ticket with resolution code, notes, and evidence

internal write

get_sla

Get SLA deadlines, breach state, and time remaining

read only

open_change_request

Open a change request with risk, impact, and rollback plan

internal write

search_knowledge

Search knowledge base articles using TF-IDF scoring

read only

handle_support_request

Handle a support request end-to-end: classify, deduplicate, search KB, auto-resolve or create ticket

internal write

Governance

Understand the effect of every tool.

A server connection inherits the authority of its credentials and deployment environment. The declarations below come from this project’s README and MCP registry manifest; your application still decides which tools an agent receives and where approval is required.

8 internal write4 read only

Full audit trace — every agentic decision is traced and returned.

MCP surface

What the current documentation declares.

MCP can carry tools, resources, prompts, structured results, progress, cancellation, and long-running work. This record highlights the modern protocol features explicitly mentioned by this repository.

The current README concentrates on its tool surface. Check the source and release notes before relying on optional MCP capabilities beyond tool discovery and invocation.

ADK MCP SDKrmcpRegistry manifest

Install and connect

Follow the project’s documented starting point.

Install the server in the environment that owns its credentials and domain access. Add it to your MCP host, verify the discovered tools, and narrow the toolset before giving it to a production agent.

Install

cargo install mcp-itsm

MCP client configuration

> add_classification_rule(keywords: ["vpn","network","dns"], category: "Network", queue: "Network Team", default_priority: "high")
> add_classification_rule(keywords: ["password","login","access"], category: "Access", queue: "Identity Team", default_priority: "medium")
> create_kb_article(title: "VPN troubleshooting", body: "1. Restart client 2. Try alternate server", category: "Network", tags: ["vpn","timeout"])

Commands and configuration are extracted from the public README. Confirm prerequisites, environment variables, and release-specific options in the official documentation before deployment.

Official documentation

Continue with the project maintainers’ source of truth.

This page provides an approachable map of the server. The repository remains authoritative for exact schemas, prerequisites, configuration, examples, tests, releases, and security updates.

Overview ↗README.md CHANGELOG ↗CHANGELOG.md Architecture ↗docs/architecture.svg Issues and support ↗github.com issues

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