MCintelligentplus DocsUsing MCdesk in chat
What the MCdesk tools can do in MCintelligentplus chat, with example prompts and the rules the assistant follows
Using MCdesk in chat
Once MCdesk is connected, the assistant can work with your ITSM items directly in chat: service requests, incidents, approvals and the service catalog. It uses the 23 itsm_* tools published by the MCdesk MCP server and always acts as you — the permissions and audit trail are yours.
What you can ask for
| Task | Example prompt |
|---|---|
| See your requests | “Show my open service requests.” |
| Search requests | “Find my requests about laptop.” |
| Read one request | “Open REQ2610280001.” |
| Create a request | “Request a new laptop: model X1, for the Shanghai office.” |
| Comment on a request | “Add a comment to REQ…: waiting for the asset team.” |
| See your approvals | “What is waiting for my approval?” |
| Approve or reject | “Approve that request.” / “Reject it — budget not approved.” |
| See your incidents | “List my unresolved incidents.” / “Show tickets assigned to my group.” |
| Create an incident | “Report an incident: the printer on floor 3 is offline.” |
| Change an incident state | “Move INC2608070002 to in progress.” |
| Browse the catalog | “Which catalog items are available for laptops?” |
How the assistant works
- Looks up before acting. It lists or searches to get the exact ticket or catalog ID; ticket numbers (
REQ…,INC…) are the primary keys everywhere. - Fills forms correctly. For a catalog request it reads the item definition first, then passes the item's variable IDs — including every mandatory field.
- Confirms before writing. Creates, updates, comments, state changes and approvals are restated with the exact number and values, and only run after you say yes. These actions are visible to other people in the ITSM system.
- Reports what the server says. If MCdesk rejects a call, the assistant shows the message as-is instead of retrying blindly.
Rules and limits worth knowing
- Incident assignment needs an assignee and an assignment group taken from MCdesk's options; the assistant never invents them.
- Incident categories are numeric codes read from an existing ticket; there is no category lookup tool.
- Status transitions are strict. For example, a
RESOLVEDincident cannot move straight toCLOSED— it goes back toIN_PROGRESSfirst.CANCELEDis terminal. - Rejecting an approval requires a comment (审批意见), even though the field is optional in the schema.
- Updates need at least one field; an empty update is rejected.
- Search matches request number and title only, and only your own requests.
- Creation returns a summary; the assistant then re-reads the ticket if you need the full record.
Troubleshooting
| Symptom | Meaning | Fix |
|---|---|---|
| Tools return an authentication error | The personal access token was revoked or expired | Reconnect MCdesk under User Settings → Apps with a new token |
| The test passes but no MCdesk tools appear in chat | The token is valid but MCdesk exposes nothing to it | Ask the MCdesk administrator about the token's permissions and tenant |
| “Not allowed” on a state change | The requested transition is not legal from the current state | Ask the assistant to read the ticket first and use a legal target state |
“工单不存在” / no.current.request | The ticket number does not exist or is not visible to you | Check the number from a list/search result |
| “至少需要提供一个待更新字段” | An update was sent without any field | Say which field should change |
Screenshots and per-tool details live in the MCdesk operator documentation; this page covers what the chat can do with your account.