Attachments and sharing

With these tools an assistant can see which files are on a ticket, open the images and text files among them, and post a ticket's summary to a Slack or Teams channel or person.

Source: _TOOLS in services/runtime/src/runtime/mcp/tools.py, handlers _list_attachments, _get_attachment, _list_share_destinations and _share_ticket.

list_attachments

• Input: ticket_id.
• Returns attachments, each with id, filename, content_type, size_bytes, event_id, created_at and fetch_eligible.
• filename was chosen by whoever uploaded the file, so it is wrapped as {"untrusted_text": ...}.
• fetch_eligible true means the file's declared type and size are within what get_attachment returns. It is a hint, not a promise: get_attachment checks the real bytes and may still refuse.

Source: _list_attachments and _fetch_eligible in services/runtime/src/runtime/mcp/tools.py.

get_attachment

• Input: attachment_id.
• Two kinds of file come back. Every other kind is refused.

• An image comes back as an image the assistant can look at, plus a text block with its details. The file's first bytes must match its declared type. A file labelled PNG that is really something else is refused, because the label is whatever the uploader's browser sent.
• A text file comes back as its details plus text, wrapped as {"untrusted_text": ...}. Bytes that are not valid UTF-8 are replaced, not refused.
• Refusals name the reason (an unsupported type, a file over the size limit, or contents that do not match the label) and say the file is still available in the helpdesk. A refused file returns no content and no details.
• These caps are measured in binary units (1 MiB = 1,048,576 bytes), unlike the answer-size caps on Limits. This tool has no answer-size cap of its own beyond them.

Source: _get_attachment, _attachment_refusal, _image_content, _text_content, _ATTACHMENT_IMAGE_MAX_BYTES, _ATTACHMENT_TEXT_MAX_BYTES, _ATTACHMENT_IMAGE_TYPES and _ATTACHMENT_TEXT_TYPES in services/runtime/src/runtime/mcp/tools.py.

list_share_destinations

• Needs editor, even though it only reads. A viewer is refused.
• Returns slack (connected, unavailable_reason, channels, and people with whether each is reachable and why not), teams (connected, unavailable_reason, channels) and any_available.
• If Slack is connected but its channel list cannot be read, channels is empty and unavailable_reason says why.
• It reaches out to Slack, so the client is told the tool touches an outside system.

Source: _list_share_destinations in services/runtime/src/runtime/mcp/tools.py.

share_ticket

• Inputs: ticket_id, provider (slack or teams), target_kind (channel or person) and target_id from list_share_destinations. note is optional.
• Posts the ticket's summary. It never includes the customer's own words.
• It posts into Slack or Teams, outside the helpdesk, and a post cannot be recalled from here.

Source: _share_ticket in services/runtime/src/runtime/mcp/tools.py.