SupportMCP guide
Troubleshooting
Resolve common connection, access, and query problems.
ACCESS_DENIED
Run whoami to confirm the active TicketApp identity and role. Choose a permitted operation or have the owning TicketApp administrator correct the upstream role.
No active tickets returned
Active and historical queries are different. Use search_tickets with a complete date range before concluding that a customer has no ticket history.
Results are truncated
Raise the supported limit or split the request into smaller date windows. Never assume a truncated response is complete.
Upstream failure
SupportMCP reports real TicketApp or SynergyApi failures. Retry only when the error is explicitly transient; otherwise use the correlation details for investigation.