ServiceNow MCP Server

# ServiceNow MCP Server Usage Examples This document provides practical examples of using the ServiceNow MCP Server with MCP-compatible tools and IDEs. ## Table of Contents - [Incident Management](#incident-management) - [Change Management](#change-management) - [CMDB Operations](#cmdb-operations) - [User Management](#user-management) - [Knowledge Base](#knowledge-base) - [Custom Tables](#custom-tables) - [Advanced Queries](#advanced-queries) ## Incident Management ### Create a High Priority Incident ``` Create a high priority incident for the email server being down. Assign it to the Email Support group. ``` Tool invocation: ```json { "tool": "incident_create", "arguments": { "short_description": "Email server down", "description": "Production email server is not responding to requests", "urgency": 1, "impact": 1, "assignment_group": "Email Support" } } ``` ### Update Incident with Work Notes ``` Update incident INC0000123 to In Progress state and add work notes that we're investigating the issue. ``` Tool invocation: ```json { "tool": "incident_update", "arguments": { "number": "INC0000123", "state": 2, "work_notes": "Investigating the issue. Initial analysis shows network connectivity problems." } } ``` ### Search for Open Incidents ``` Find all open incidents assigned to me with high priority. ``` Tool invocation: ```json { "tool": "incident_search", "arguments": { "assigned_to": "current.user", "state": [1, 2, 3], "priority": [1], "limit": 50 } } ``` ### Resolve an Incident ``` Resolve incident INC0000123 with resolution code "Solved (Permanently)" and notes about replacing the faulty hardware. ``` Tool invocation: ```json { "tool": "incident_update", "arguments": { "number": "INC0000123", "state": 6, "resolution_code": "Solved (Permanently)", "resolution_notes": "Replaced faulty network card in the email server. Server is now fully operational." } } ``` ## Change Management ### Create an Emergency Change ``` Create an emergency change request to patch critical security vulnerability in the web server. ``` Tool invocation: ```json { "tool": "change_create", "arguments": { "short_description": "Emergency security patch for web server", "description": "Critical vulnerability CVE-2024-1234 needs immediate patching", "type": "emergency", "risk": 1, "impact": 1, "assignment_group": "Web Services Team", "start_date": "2024-01-15 02:00:00", "end_date": "2024-01-15 04:00:00" } } ``` ### Create a Standard Change ``` Create a standard change for monthly Windows updates on production servers. ``` Tool invocation: ```json { "tool": "change_create", "arguments": { "short_description": "Monthly Windows Updates - Production Servers", "description": "Standard monthly Windows security and stability updates", "type": "standard", "risk": 3, "impact": 2, "assignment_group": "Windows Server Team", "start_date": "2024-02-01 02:00:00", "end_date": "2024-02-01 06:00:00" } } ``` ## CMDB Operations ### Search for Production Servers ``` Find all production web servers that are currently operational. ``` Tool invocation: ```json { "tool": "ci_search", "arguments": { "name": "*web*", "class": "cmdb_ci_server", "operational_status": 1, "environment": "production", "limit": 100 } } ``` ### Get CI Relationships ``` Show me all the dependencies for the main database server PROD-DB-01. ``` The assistant will first search for the CI: ```json { "tool": "ci_search", "arguments": { "name": "PROD-DB-01" } } ``` Then get its relationships: ```json { "tool": "ci_relationships", "arguments": { "ci_sys_id": "<sys_id_from_search>" } } ``` ## User Management ### Find Users in a Department ``` List all active users in the IT department. ``` Tool invocation: ```json { "tool": "user_search", "arguments": { "department": "Information Technology", "active": true, "limit": 100 } } ``` ### Search for a Specific User ``` Find the user John Doe's account information. ``` Tool invocation: ```json { "tool": "user_search", "arguments": { "name": "John Doe", "limit": 10 } } ``` ## Knowledge Base ### Search for Password Reset Articles ``` Find knowledge articles about password reset procedures. ``` Tool invocation: ```json { "tool": "kb_search", "arguments": { "query": "password reset", "workflow_state": "published", "limit": 10 } } ``` ### Search in Specific Category ``` Find all published VPN setup guides. ``` Tool invocation: ```json { "tool": "kb_search", "arguments": { "query": "VPN setup", "workflow_state": "published", "limit": 20 } } ``` ## Custom Tables ### Query Custom Application Registry ``` Show me all active applications in our custom application registry that are in production. ``` Tool invocation: ```json { "tool": "query_table", "arguments": { "table": "u_application_registry", "query": "u_active=true^u_environment=production", "fields": ["u_app_name", "u_version", "u_owner", "u_last_updated"], "order_by": "-u_last_updated", "limit": 50 } } ``` ### Create Custom Record ``` Add a new entry to our vendor management table for Acme Corp. ``` Tool invocation: ```json { "tool": "create_record", "arguments": { "table": "u_vendor_management", "data": { "u_vendor_name": "Acme Corp", "u_contact_email": "support@acmecorp.com", "u_contract_start": "2024-01-01", "u_contract_end": "2024-12-31", "u_status": "active" } } } ``` ## Advanced Queries ### Get Incident Statistics by Priority ``` Show me incident statistics grouped by priority for this month. ``` Tool invocation: ```json { "tool": "get_stats", "arguments": { "table": "incident", "group_by": ["priority"], "aggregates": [ { "type": "COUNT", "field": "sys_id", "alias": "total_count" }, { "type": "AVG", "field": "u_resolution_time", "alias": "avg_resolution_time" } ], "query": "sys_created_on>=javascript:gs.beginningOfThisMonth()" } } ``` ### Complex Multi-Condition Search ``` Find all incidents that are either high priority unassigned tickets or medium priority tickets older than 7 days. ``` Tool invocation: ```json { "tool": "incident_search", "arguments": { "text_search": "", "limit": 100 } } ``` Then apply custom query: ```json { "tool": "query_table", "arguments": { "table": "incident", "query": "(priority=1^assigned_toISEMPTY)^OR(priority=2^sys_created_on<javascript:gs.daysAgo(7))", "fields": ["number", "short_description", "priority", "assigned_to", "sys_created_on"], "order_by": "priority,sys_created_on", "limit": 100 } } ``` ## Integration Tips ### VS Code / Cursor When using with VS Code or Cursor, you can: - "Check for any P1 incidents before I deploy this code" - "Create a change request for this deployment" - "Find the CI record for the server I'm deploying to" ### Desktop Clients With MCP desktop clients, you can: - Monitor your team's incident queue - Create knowledge articles about resolved issues - Update the CMDB with newly provisioned servers ### Automation Scripts You can also use the MCP server in automation: - Pre-deployment checks for active incidents - Post-deployment CMDB updates - Automated incident creation from monitoring alerts - Scheduled report generation ## Best Practices 1. **Use specific queries**: The more specific your request, the better the results 2. **Leverage display values**: The server returns both values and display values for reference fields 3. **Batch operations**: When possible, use bulk queries instead of individual lookups 4. **Monitor rate limits**: The server handles rate limiting automatically, but be mindful of API usage 5. **Secure credentials**: Always use environment variables or secure vaults for credentials