ServiceNow ITSM MCP server ​

The ServiceNow ITSM MCP server connects LLMs to ServiceNow Incident Management through natural conversation. It provides tools to log, search, read, update, and resolve incidents and search knowledge base articles to help deflect or resolve incidents.

This server supports ServiceNow Incident Management. It doesn't support service requests and catalog orders, change and problem management, CSM cases, CMDB and asset operations, or knowledge authoring.

Uses ​

Use the ServiceNow ITSM MCP server to perform the following actions:

• Log a new incident from a description, chat message, or monitoring alert.
• Search and filter incident queues by state, priority, assignment group, or keywords.
• Retrieve full details for a specific incident by number or system ID.
• Check the status of incidents a specific person reported.
• Add work notes or customer comments, update priority, or reassign incidents.
• Resolve incidents with a resolution code and notes.
• Search the knowledge base and read articles to deflect or speed up resolution.
• Look up users and assignment groups to route incidents.
• Discover the valid values for an incident field before you set it.

Example prompts ​

Use the following example prompts to invoke ServiceNow ITSM MCP server tools:

• Log an incident: the VPN is down for the sales team, high urgency.
• What's the status of the incidents Jordan Lee reported?
• Show me all high-priority incidents assigned to the network team.
• Get the details for incident INC0010045.
• Add a work note to INC0010045 saying we're waiting on the vendor.
• Reassign INC0010045 to the database team.
• Resolve INC0010045: the network switch was replaced.
• Is there a knowledge article on resetting a VPN connection?
• Find the ServiceNow user record for [email protected].
• What resolution codes are available for closing an incident?

ServiceNow ITSM MCP server tools ​

The ServiceNow ITSM MCP server provides the following tools:

Install the ServiceNow ITSM MCP server ​

Complete the following steps to install a prebuilt MCP server to your project:

API version ​

The ServiceNow connector uses the ServiceNow REST API v2.

ServiceNow ITSM connection setup ​

How to use ServiceNow ITSM MCP server tools ​

Refer to the following sections for detailed information on available tools:

create_incident tool ​

The create_incident tool creates a new incident in ServiceNow from a short description and optional context such as caller, urgency, impact, assignment group, and category. Your LLM uses this tool to log a new incident from a description, chat message, or monitoring alert, and captures whatever context you provide.

Try asking:

• Log an incident: the VPN is down for the sales team, high urgency.
• Open a ticket for a printer outage on the third floor.
• Report that the billing service is down and assign it to the applications team.
• Create an incident for Jordan Lee: their laptop won't connect to Wi-Fi.

get_incident tool ​

The get_incident tool retrieves full details for a single incident by its number or system ID, including state, priority, assignment, and resolution fields. Your LLM uses this tool to check the status, priority, assignment, or other details of a specific incident.

Try asking:

• Get the details for incident INC0010045.
• What's the status of INC0010045?
• Who is INC0010045 assigned to?
• Show me the work notes on INC0010045.

search_incidents tool ​

The search_incidents tool searches incidents with filters such as state, priority, assignment group, assignee, caller, date range, and keywords. Your LLM uses this tool to find incidents matching criteria like an open queue for a team, high-priority incidents, or incidents mentioning a keyword.

Try asking:

• Show me all high-priority incidents assigned to the network team.
• Find open incidents mentioning "VPN".
• What incidents were opened today?
• List incidents assigned to Jordan Lee that are still active.

list_caller_incidents tool ​

The list_caller_incidents tool lists incidents where a specified user is the caller, with status, assignment, and last update. Your LLM uses this tool to check the status of the incidents a particular person reported.

Try asking:

• What's the status of the incidents Jordan Lee reported?
• Show me the open tickets that [email protected] submitted.
• Has Jordan Lee reported any incidents this week?
• List all incidents raised by Jordan Lee.

update_incident tool ​

The update_incident tool updates an existing incident's work notes, comments, priority, urgency, impact, assignment, or state. Your LLM uses this tool to progress an incident: add a note, change its severity, or reassign it.

Try asking:

• Add a work note to INC0010045 saying we're waiting on the vendor.
• Post a comment to the caller on INC0010045 confirming we're investigating.
• Reassign INC0010045 to the database team.
• Set INC0010045 to on hold, waiting on the vendor.

resolve_incident tool ​

The resolve_incident tool resolves an incident with a required resolution code and resolution notes, and optionally adds a final customer comment. Your LLM uses this tool when the user confirms an incident is fixed and ready to resolve.

Try asking:

• Resolve INC0010045: the network switch was replaced.
• Close out INC0010045: the fix was clearing the browser cache.
• Mark this incident resolved and let the caller know it's fixed.
• Resolve INC0010045 and tell the caller the VPN issue is fixed.

search_knowledge tool ​

The search_knowledge tool searches the knowledge base for published articles matching a query, and returns titles and identifiers for follow-up retrieval. Your LLM uses this tool to find a knowledge article that might deflect or help resolve an incident.

Try asking:

• Is there a knowledge article on resetting a VPN connection?
• Search the knowledge base for password reset instructions.
• Find articles about printer connectivity issues.
• Is there a KB article that explains this error?

get_knowledge_article tool ​

The get_knowledge_article tool retrieves the full content of a single knowledge article by article number or system ID. Your LLM uses this tool to read the full content of an article the user named or that search_knowledge returned.

Try asking:

• Read the article about resetting a VPN connection.
• Show me the full content of KB0012345.
• What does that knowledge article say to do?
• Pull up the steps in that VPN troubleshooting article.

find_users tool ​

The find_users tool looks up ServiceNow users by name or email to resolve a caller or assignee reference. Your LLM uses this tool to find the ServiceNow user record needed to set a caller or assignee.

Try asking:

• Find the ServiceNow user record for [email protected].
• Look up the user Jordan Lee.
• Who is the ServiceNow user for this email address?
• Find users matching the name "Jordan".

list_assignment_groups tool ​

The list_assignment_groups tool lists or searches assignment groups to route incidents, optionally filtered by name. Your LLM uses this tool to find the right team to assign an incident to.

Try asking:

• Find the assignment group for the database team.
• What assignment groups are available for network issues?
• Look up the group name for the service desk team.
• Which team should handle this incident?

list_incident_field_values tool ​

The list_incident_field_values tool returns the allowed values for a given incident choice field such as state, priority, urgency, impact, hold reason, resolution code, or category. Your LLM uses this tool to discover valid values for a field like resolution code or hold reason before you make a change.

Try asking:

• What resolution codes are available for closing an incident?
• What are the valid priority values for incidents?
• What hold reasons can I choose from?
• What states can an incident be in?

Getting started ​

View and manage your MCP server tools in the Overview page Tools section. Tool management provides the following capabilities:

• Start tools
• Remove tools
• Edit tools
• Add tools
• Edit your LLM-facing MCP server description