--- sourceDocument: Australia Retail Industry sourceDocumentLink: https://www.servicenow.com/docs/r/australia/retail-industry Release : - australia ft:locale : - en-US ft:publication_title : - Australia Retail Industry ft:clusterId : - rahi bundleId : - rahi workflow : - Customer and Industry --- # Retail MCP Server tools # Retail MCP Server tools {#ariaid-title1} Release version: Australia Updated September 23, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Retail MCP Server tools The Retail MCP Server offers six specialized tools designed to support retail store operations by managing stores, devices, and service cases. These tools enable users to retrieve information about their assigned stores and devices, create and manage break-fix and inquiry cases, and monitor ongoing service cases. Each tool specifies whether it changes data, required plugins, and associated roles to ensure appropriate access and functionality within ServiceNow retail environments. Show full answer Show less ## Key Features * **Get my retail store:** Retrieves up to 100 stores associated with the signed-in user, returning store IDs and names without requiring input parameters. * **Get store devices:** Lists up to 100 active devices registered to a specified store, allowing optional search terms to filter devices by name, identifier, or product. * **Create store break-fix case:** Enables users to log a case for faulty devices, requiring confirmation of details before creation. Returns case details including number, state, priority, and an attachment URL for adding files externally. * **Create store inquiry case:** Allows creation of cases querying HQ on store policies or operations, without device association. Returns case details and an attachment URL. * **Get my store services cases:** Lists up to 40 service cases (break-fix or inquiry) raised by the user, supporting filters like case type, status, and search terms. * **Update store services case:** Supports reading allowed actions on a case and performing updates such as adding comments, accepting or rejecting resolutions, or closing cases. Actions vary by case state. ## Practical Application for ServiceNow Customers These tools are essential for retail staff and support teams to streamline store asset management and service case handling. By leveraging these tools, users can efficiently track their stores and devices, report issues with detailed fault descriptions, and communicate with HQ through inquiry cases. The structured inputs and role requirements ensure secure and accurate data handling, while the ability to update cases facilitates timely resolution and clear communication. Customers can expect improved operational visibility and responsiveness in retail environments, supported by seamless integration with ServiceNow roles and plugins such as Retail Core and Retail Store Services. Attachment URLs allow users to manage supporting files externally, addressing limitations in direct file transfers through the tools. 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 {#rahi-retail-mcp-server-tools__rahi-retail-mcp-server-tools-summary} {#rahi-retail-mcp-server-tools__table_rtl_mcp_tools_summary__entry__4} | 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 | [Table 1. Retail MCP Server tools at a glance] {#rahi-retail-mcp-server-tools__table_rtl_mcp_tools_summary} ## Get my retail store {#rahi-retail-mcp-server-tools__rahi-retail-mcp-server-tools-get-my-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 {#rahi-retail-mcp-server-tools__rahi-retail-mcp-server-tools-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. {#rahi-retail-mcp-server-tools__table_rtl_mcp_get_store_devices__entry__3} | 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. | [Table 2. Get store devices inputs] {#rahi-retail-mcp-server-tools__table_rtl_mcp_get_store_devices} ## Create store break-fix case {#rahi-retail-mcp-server-tools__rahi-retail-mcp-server-tools-create-breakfix} 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. {#rahi-retail-mcp-server-tools__table_rtl_mcp_create_breakfix__entry__3} | 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. | [Table 3. Create store break-fix case inputs] {#rahi-retail-mcp-server-tools__table_rtl_mcp_create_breakfix} ## Create store inquiry case {#rahi-retail-mcp-server-tools__rahi-retail-mcp-server-tools-create-inquiry} 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. {#rahi-retail-mcp-server-tools__table_rtl_mcp_create_inquiry__entry__3} | 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). | [Table 4. Create store inquiry case inputs] {#rahi-retail-mcp-server-tools__table_rtl_mcp_create_inquiry} ## Get my store services cases {#rahi-retail-mcp-server-tools__rahi-retail-mcp-server-tools-get-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. {#rahi-retail-mcp-server-tools__table_rtl_mcp_get_cases__entry__3} | 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. | [Table 5. Get my store services cases inputs] {#rahi-retail-mcp-server-tools__table_rtl_mcp_get_cases} ## Update store services case {#rahi-retail-mcp-server-tools__rahi-retail-mcp-server-tools-update-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](https://www.servicenow.com/docs/3IDbL~n0Cl3kgOT_Y_ln_A "Access to the Retail MCP Server is controlled at two levels: roles determine who can invoke each tool, and the caller's own record access determines what data each tool returns or changes."). {#rahi-retail-mcp-server-tools__table_rtl_mcp_update_case__entry__3} | 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. | [Table 6. Update store services case inputs] {#rahi-retail-mcp-server-tools__table_rtl_mcp_update_case} **Related concepts** * [Retail MCP Server](https://www.servicenow.com/docs/o7dFGR4jPUmRgZSSh2_LBg "The Retail MCP Server exposes Retail Service Management capabilities as Model Context Protocol (MCP) tools, so store staff can find their store and devices and raise, track, and update Store Services cases from their AI assistant.") **Related reference** * [Retail MCP Server roles and data access](https://www.servicenow.com/docs/3IDbL~n0Cl3kgOT_Y_ln_A "Access to the Retail MCP Server is controlled at two levels: roles determine who can invoke each tool, and the caller's own record access determines what data each tool returns or changes.")