resolve_incident
Resolve incidents in ServiceNow by providing incident ID, resolution code, and notes. Streamline incident management and close tasks efficiently using the MCP server integration.
Instructions
Resolve an incident in ServiceNow
Input Schema
TableJSON Schema
| Name | Required | Description | Default |
|---|---|---|---|
| incident_id | Yes | Incident ID or sys_id | |
| resolution_code | Yes | Resolution code for the incident | |
| resolution_notes | Yes | Resolution notes for the incident |
Implementation Reference
- The handler function that implements the resolve_incident tool. It resolves an incident by looking up the sys_id if needed, then PUTs state='6' (Resolved), close_code, close_notes, and resolved_at to the ServiceNow incident table API.def resolve_incident( config: ServerConfig, auth_manager: AuthManager, params: ResolveIncidentParams, ) -> IncidentResponse: """ Resolve an incident in ServiceNow. Args: config: Server configuration. auth_manager: Authentication manager. params: Parameters for resolving the incident. Returns: Response with the result of the operation. """ # Determine if incident_id is a number or sys_id incident_id = params.incident_id if len(incident_id) == 32 and all(c in "0123456789abcdef" for c in incident_id): # This is likely a sys_id api_url = f"{config.api_url}/table/incident/{incident_id}" else: # This is likely an incident number # First, we need to get the sys_id try: query_url = f"{config.api_url}/table/incident" query_params = { "sysparm_query": f"number={incident_id}", "sysparm_limit": 1, } response = requests.get( query_url, params=query_params, headers=auth_manager.get_headers(), timeout=config.timeout, ) response.raise_for_status() result = response.json().get("result", []) if not result: return IncidentResponse( success=False, message=f"Incident not found: {incident_id}", ) incident_id = result[0].get("sys_id") api_url = f"{config.api_url}/table/incident/{incident_id}" except requests.RequestException as e: logger.error(f"Failed to find incident: {e}") return IncidentResponse( success=False, message=f"Failed to find incident: {str(e)}", ) # Build request data data = { "state": "6", # Resolved "close_code": params.resolution_code, "close_notes": params.resolution_notes, "resolved_at": "now", } # Make request try: response = requests.put( api_url, json=data, headers=auth_manager.get_headers(), timeout=config.timeout, ) response.raise_for_status() result = response.json().get("result", {}) return IncidentResponse( success=True, message="Incident resolved successfully", incident_id=result.get("sys_id"), incident_number=result.get("number"), ) except requests.RequestException as e: logger.error(f"Failed to resolve incident: {e}") return IncidentResponse( success=False, message=f"Failed to resolve incident: {str(e)}", )
- Pydantic model defining the input parameters for the resolve_incident tool: incident_id, resolution_code, resolution_notes.class ResolveIncidentParams(BaseModel): """Parameters for resolving an incident.""" incident_id: str = Field(..., description="Incident ID or sys_id") resolution_code: str = Field(..., description="Resolution code for the incident") resolution_notes: str = Field(..., description="Resolution notes for the incident")
- src/servicenow_mcp/utils/tool_utils.py:339-345 (registration)Registration of the resolve_incident tool in the tool_definitions dictionary, mapping name to (function, params model, return type, description, serialization)."resolve_incident": ( resolve_incident_tool, ResolveIncidentParams, str, "Resolve an incident in ServiceNow", "str", ),
- src/servicenow_mcp/tools/__init__.py:46-46 (registration)Re-export of resolve_incident function from incident_tools for use in tool_utils and elsewhere.resolve_incident,
- src/servicenow_mcp/utils/tool_utils.py:136-137 (registration)Import of resolve_incident aliased as resolve_incident_tool for use in tool registration.resolve_incident as resolve_incident_tool, )