ServiceNow MCP Server

Instructions

Implementation Reference

• src/servicenow_mcp/tools/incident_tools.py:368-456 (handler)

  The core handler function that implements the logic to resolve a ServiceNow incident. It looks up the incident by ID or number, sets the state to resolved (6), applies resolution code and notes, and updates via 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)}",
          )

• src/servicenow_mcp/tools/incident_tools.py:61-67 (schema)

  Pydantic BaseModel defining the input parameters schema for the resolve_incident tool: incident_id (str), resolution_code (str), resolution_notes (str).

  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:389-395 (registration)

  MCP tool registration entry in get_tool_definitions() dict, mapping 'resolve_incident' to its aliased handler function, input schema (ResolveIncidentParams), return type hint, description, and serialization method.

  "resolve_incident": (
      resolve_incident_tool,
      ResolveIncidentParams,
      str,
      "Resolve an incident in ServiceNow",
      "str",
  ),

• src/servicenow_mcp/utils/tool_utils.py:137-138 (registration)

  Import aliasing the resolve_incident handler as resolve_incident_tool for use in tool registration.

      resolve_incident as resolve_incident_tool,
  )

• src/servicenow_mcp/tools/__init__.py:42-46 (helper)

  Re-export of resolve_incident from incident_tools.py in the tools package __init__.py for convenient imports.

  from servicenow_mcp.tools.incident_tools import (
      add_comment,
      create_incident,
      list_incidents,
      resolve_incident,