From 829dbe1a3f18910e902366ce1f4c490541fc5272 Mon Sep 17 00:00:00 2001
From: spencerm <spencerm@pescoinc.biz>
Date: Mon, 24 Aug 2026 13:06:48 -0600
Subject: [PATCH] Label ticket enums server-side so clients never guess the
 scale
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A webhook consumer read priority 4 off a ticket and called it 'Low (4)' in a
posted note — inverting Freshservice's scale (4=Urgent). Add *_label companions
(priority, status, impact, urgency) to every ticket returned by get_ticket and
list_tickets; status labels resolve through the live instance status list, so
custom statuses label correctly too.

Co-Authored-By: Claude Fable 5 <noreply@anthropic.com>
---
 mcp-server/server.py | 52 ++++++++++++++++++++++++++++++++++++++------
 1 file changed, 45 insertions(+), 7 deletions(-)

diff --git a/mcp-server/server.py b/mcp-server/server.py
index 6cc857c..f867a0a 100644
--- a/mcp-server/server.py
+++ b/mcp-server/server.py
@@ -204,6 +204,33 @@ def _open_status_ids() -> list[int]:
     return [c["id"] for c in _status_choices() if c.get("id") is not None and not _is_terminal(c)]
 
 
+# Impact/urgency are fixed 1-3 scales in Freshservice (priority is fixed 1-4).
+IMPACT_URGENCY = {1: "Low", 2: "Medium", 3: "High"}
+
+
+def _label_ticket(t: Any) -> Any:
+    """Add *_label fields next to a ticket's numeric enums (priority, status,
+    impact, urgency) so no consumer ever guesses the scale. A weak model once
+    read priority 4 and called it "Low (4)" — Urgent — in a customer-visible
+    note; labels in the data remove that entire error class."""
+    if not isinstance(t, dict):
+        return t
+    p = t.get("priority")
+    if p in TICKET_PRIORITY:
+        t["priority_label"] = TICKET_PRIORITY[p]
+    for field in ("impact", "urgency"):
+        v = t.get(field)
+        if v in IMPACT_URGENCY:
+            t[f"{field}_label"] = IMPACT_URGENCY[v]
+    s = t.get("status")
+    if isinstance(s, int) and "status_name" not in t:
+        label = next((c.get("value") for c in _status_choices() if c.get("id") == s),
+                     None) or TICKET_STATUS.get(s)
+        if label:
+            t["status_label"] = label
+    return t
+
+
 # --- Tickets ---------------------------------------------------------------
 @mcp.tool()
 def list_tickets(query: str | None = None, unresolved: bool = False,
@@ -247,11 +274,16 @@ def list_tickets(query: str | None = None, unresolved: bool = False,
     if query:
         params = {"query": f'"{query}"', "workspace_id": workspace_id,
                   "page": page, "per_page": min(per_page, 100)}
-        return _out(_request("GET", "/tickets/filter", params=params))
-    params = {"updated_since": updated_since, "order_by": order_by,
-              "order_type": order_type, "workspace_id": workspace_id,
-              "page": page, "per_page": min(per_page, 100)}
-    return _out(_request("GET", "/tickets", params=params))
+        res = _request("GET", "/tickets/filter", params=params)
+    else:
+        params = {"updated_since": updated_since, "order_by": order_by,
+                  "order_type": order_type, "workspace_id": workspace_id,
+                  "page": page, "per_page": min(per_page, 100)}
+        res = _request("GET", "/tickets", params=params)
+    if res.get("ok"):
+        for t in res["data"].get("tickets", []):
+            _label_ticket(t)
+    return _out(res)
 
 
 @mcp.tool()
@@ -271,9 +303,15 @@ def list_ticket_statuses() -> str:
 
 @mcp.tool()
 def get_ticket(ticket_id: int, include: str | None = None) -> str:
-    """Get a ticket by id. `include` e.g. "conversations,requester,stats"."""
+    """Get a ticket by id. `include` e.g. "conversations,requester,stats".
+    Numeric enums come back with companion *_label fields (priority_label,
+    status_label, impact_label, urgency_label) — use those names, never guess
+    the scale (priority 4 is Urgent, not low)."""
     params = {"include": include} if include else None
-    return _out(_request("GET", f"/tickets/{ticket_id}", params=params))
+    res = _request("GET", f"/tickets/{ticket_id}", params=params)
+    if res.get("ok"):
+        _label_ticket(res["data"].get("ticket"))
+    return _out(res)
 
 
 @mcp.tool()