Retrieve a single ServiceNow incident by its number (e.g. INC0012345). Returns number, state, priority, assignment group, assignee, descriptions and timestamps.

Search incidents by assignee (assignedTo), caller, priority, and/or state. All filters are optional and combined with AND. Results are newest-updated first.

Look up a ServiceNow user by user_name. Returns name, email, phone, title, etc.

Search the CMDB (cmdb_ci) for configuration items whose name contains the given text. Returns name, class, category, status, IP and serial number.

Search published knowledge base articles by keyword (matches title and body). Returns the article number, title, category and a plain-text excerpt.

Create a new ServiceNow incident. Requires shortDescription; description, caller, assignment group, impact and urgency are optional. Returns the new incident number and sysId.

Append a work note (internal) and/or a customer-visible comment to an incident. Provide at least one of workNote or comment.

Set the assignment group and/or assignee on an incident. Provide at least one of assignmentGroup or assignedTo.

Resolve and close an incident with the given close notes (and optional close code). Sets state to Closed.

Analyze a free-text issue and determine its impact, urgency and priority (P1–P4) using a documented scope-based rule engine. Returns {impact, urgency, priority, reason}.

Retrieve an incident plus its comments and work notes, then generate a concise executive summary of the current status.

Suggest the most likely assignment group for a free-text issue using a documented keyword-routing rule engine. Returns {assignmentGroup, reason}.