ITSM Integration MCP server for AI agents

This MCP ITSM Integration server provides a unified interface for Large Language Models to interact with multiple ITSM systems (ServiceNow, Jira, Zendesk, Ivanti, and Cherwell) using the Model Context Protocol. It eliminates the need for LLMs to learn different APIs by providing standardized tools that work across all systems.

Prerequisites

Node.js (v14 or higher)
Smithery CLI
Access to supported ITSM systems

Installation

Clone the repository:

git clone https://github.com/yourusername/mcp-itsm.git
cd mcp-itsm

Install dependencies:
```
npm install
```
Configure your ITSM credentials (see Configuration section)
Deploy to Smithery:
```
smithery deploy
```

Configuration

ITSM Credentials

Create a .env file with your ITSM credentials:

# ServiceNow
SERVICENOW_INSTANCE=your-instance
SERVICENOW_USERNAME=your-username
SERVICENOW_PASSWORD=your-password

# Jira
JIRA_URL=https://your-instance.atlassian.net
JIRA_USERNAME=your-username
JIRA_API_TOKEN=your-api-token

# Zendesk
ZENDESK_URL=https://your-instance.zendesk.com
ZENDESK_EMAIL=your-email
ZENDESK_API_TOKEN=your-api-token

# Ivanti Neurons for ITSM
IVANTI_URL=https://your-instance.ivanti.com
IVANTI_CLIENT_ID=your-client-id
IVANTI_CLIENT_SECRET=your-client-secret
IVANTI_TENANT_ID=your-tenant-id

# Cherwell
CHERWELL_URL=https://your-instance.cherwell.com
CHERWELL_CLIENT_ID=your-client-id
CHERWELL_AUTH_MODE=internal
CHERWELL_USERNAME=your-username
CHERWELL_PASSWORD=your-password

Smithery Configuration

The smithery.yaml file configures how your tools are deployed to Smithery:

name: mcp-itsm
description: MCP ITSM Tools for ticket management across multiple systems
version: 1.0.0
tools: ./tools.json
command: node index.js

Server Information

MCP Compatibility

Protocol Version: MCP 1.0
Tool Format: JSON Schema compliant
Runtime: Node.js
Transport: HTTP and stdio
Authentication: API key

Local Inspection

To inspect the server locally:

npx @modelcontextprotocol/inspector node index.js

Available Tools

This integration provides the following tools:

create_ticket: Create a new ticket in any ITSM system
get_ticket: Retrieve ticket details
update_ticket: Update an existing ticket
list_tickets: List tickets with filtering options
assign_ticket: Assign a ticket to a user
add_comment: Add a comment to a ticket
search_knowledge_base: Search the knowledge base for relevant articles

Usage Example

Once deployed, LLMs can use these tools to interact with your ITSM systems:

User: "I need to report a bug in our accounting software"

LLM: (Makes a tool call)
{
  "type": "tool_call",
  "data": {
    "name": "create_ticket",
    "parameters": {
      "title": "Bug in accounting software",
      "description": "User reported an issue with the accounting software",
      "priority": "medium",
      "system": "jira"
    }
  }
}

Response:
{
  "type": "tool_response",
  "data": {
    "name": "create_ticket",
    "content": {
      "id": "ACCT-123",
      "status": "open",
      "url": "https://your-instance.atlassian.net/browse/ACCT-123"
    }
  }
}

Debugging

Several debugging tools are included:

debug_smithery_mcp.bat: Diagnoses MCP-specific issues with Smithery
force_redeploy_smithery.bat: Forces redeployment with MCP configuration
test_tools.js: Tests MCP tool calls locally

How to install this MCP server

For Claude Code

To add this MCP server to Claude Code, run this command in your terminal:

claude mcp add-json "mcp-itsm" '{"command":"node","args":["index.js"]}'

See the official Claude Code MCP documentation for more details.

For Cursor

There are two ways to add an MCP server to Cursor. The most common way is to add the server globally in the ~/.cursor/mcp.json file so that it is available in all of your projects.

If you only need the server in a single project, you can add it to the project instead by creating or adding it to the .cursor/mcp.json file.

Adding an MCP server to Cursor globally

To add a global MCP server go to Cursor Settings > Tools & Integrations and click "New MCP Server".

When you click that button the ~/.cursor/mcp.json file will be opened and you can add your server like this:

{
    "mcpServers": {
        "mcp-itsm": {
            "command": "node",
            "args": [
                "index.js"
            ]
        }
    }
}

Adding an MCP server to a project

To add an MCP server to a project you can create a new .cursor/mcp.json file or add it to the existing one. This will look exactly the same as the global MCP server example above.

How to use the MCP server

Once the server is installed, you might need to head back to Settings > MCP and click the refresh button.

The Cursor agent will then be able to see the available tools the added MCP server has available and will call them when it needs to.

You can also explicitly ask the agent to use the tool by mentioning the tool name and describing what the function does.

For Claude Desktop

To add this MCP server to Claude Desktop:

1. Find your configuration file:

macOS: ~/Library/Application Support/Claude/claude_desktop_config.json
Windows: %APPDATA%\Claude\claude_desktop_config.json
Linux: ~/.config/Claude/claude_desktop_config.json

2. Add this to your configuration file:

{
    "mcpServers": {
        "mcp-itsm": {
            "command": "node",
            "args": [
                "index.js"
            ]
        }
    }
}

3. Restart Claude Desktop for the changes to take effect