Retail MCP Server tools

reference australia Updated Sep 23, 2026 4 min read rahi-retail-mcp-server-tools.md
Raw file servicenow.com

The Retail MCP Server provides six tools. Each entry lists the tool's purpose, inputs, what it returns, whether it changes data, and what it requires.

Tool summary

Tool Changes data Requires plugin Invoke role
sn_rtl_mcp_server.get_my_store No Retail Core sn_retail.associate_contributor or sn_retail.associate_fulfiller
sn_rtl_mcp_server.get_store_devices No Retail Core sn_retail.associate_contributor or sn_retail.associate_fulfiller
sn_rtl_mcp_server.create_store_breakfix_case Yes Retail Store Services sn_rtl_stre_servcs.contributor
sn_rtl_mcp_server.create_store_inquiry_case Yes Retail Store Services sn_rtl_stre_servcs.contributor
sn_rtl_mcp_server.get_my_store_services_cases No Retail Store Services sn_rtl_stre_servcs.contributor
sn_rtl_mcp_server.update_store_services_case Yes, except for get_actions Retail Store Services sn_rtl_stre_servcs.contributor

Get my retail store

Returns the stores the signed-in user belongs to. The tool takes no inputs; it identifies the user from the authenticated session. For each store, it returns the store's sys_id and name. If the user belongs to no store, it returns an empty list with a message, not an error. The tool returns up to 100 stores.

Get store devices

Returns the active devices (install base items) registered to a store, up to 100 devices. Each device is returned with its sys_id, name, identifier (the asset tag on the unit), and model category. Results that match on device name are listed before matches on identifier or product. If the search term matches nothing, the tool returns the store's full device list with a message that the search didn't match.

Input Required Description
store Yes The sys_id of the store, from Get my retail store.
search_term No Words to narrow a long list. Each word is matched against device name, identifier, number, and product.

Create store break-fix case

Creates a break-fix case for a broken or faulty device. The tool description instructs the assistant to confirm every value with the user before creating the case. It returns the case number, sys_id, short description, state, priority, store, device, and an attachment URL. The user can open the attachment URL in the portal to add photos or files, because files can't be sent through the tool.

Input Required Description
requesting_service_organization Yes The sys_id of the store, from Get my retail store.
short_description Yes A one-line summary of the fault.
description No Details of the fault.
priority No 1 (Critical), 2 (High), 3 (Moderate), or 4 (Low).
install_base Yes The sys_id of the device, from Get store devices.

Create store inquiry case

Creates a store inquiry case that asks HQ a question about store policy, process, or operations. It takes no device. It returns the case number, sys_id, short description, state, priority, store, and an attachment URL.

Input Required Description
requesting_service_organization Yes The sys_id of the store, from Get my retail store.
short_description Yes A one-line summary of the question.
description No Details and context for the question.
priority No 1 (Critical), 2 (High), 3 (Moderate), or 4 (Low).

Get my store services cases

Lists the break-fix and store inquiry cases the signed-in user raised, most recently updated first, up to 40 cases. Each case is returned with its number, case type, and short description. If no cases match, the tool returns an empty list with a message.

Input Required Description
case_type No breakfix or inquiry. Omit to return both types.
open_only No true (default) excludes Closed and Cancelled cases. false includes them.
number No A case number, to return only that case.
search_term No Words matched against case number, short description, and description.

Update store services case

Reads or acts on one case the signed-in user raised. Called with the get_actions action, it returns the case and the actions allowed in its current state, including HQ's pending question when the case is Awaiting Info and the proposed resolution when the case is Resolved. Every other action changes the case and returns the updated case with a new list of allowed actions. For the actions allowed in each state, see Retail MCP Server roles and data access.

Input Required Description
case_type Yes breakfix or inquiry.
number Yes The case number.
action Yes get_actions, comment, accept_resolution, reject_resolution, or close.
comment No The comment text. Required for comment and reject_resolution.

Parent Topic:Retail MCP Server

Related topics

Retail MCP Server

Retail MCP Server roles and data access

Keywords Retail MCP ServerMCP toolsget\_my\_storeget\_store\_devicesstore services case
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