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sonisoft-cnanda

now-sdk-ext-mcp

Resolve Incident

resolve_incident
Idempotent

Resolve an incident by setting its state to Resolved and adding resolution notes. Use when an incident is in an active state like New, In Progress, or On Hold.

Instructions

Resolve an incident by setting state to Resolved (6) with resolution notes. IMPORTANT: This changes the incident state. The incident must typically be in an active state (New, In Progress, On Hold) for this to succeed.

Input Schema

TableJSON Schema
NameRequiredDescriptionDefault
sys_idYesThe sys_id of the incident to resolve.
instanceNoThe ServiceNow instance auth alias to use. This is the alias configured via `snc configure` (e.g., "myinstance", "prod", "test"). The user will typically refer to this by name when saying things like "on my myinstance instance". If not provided, falls back to the SN_AUTH_ALIAS environment variable.
close_codeNoThe close code for the resolution (e.g., "Solved (Permanently)", "Solved (Work Around)", "Not Solved (Not Reproducible)").
resolution_notesYesNotes describing how the incident was resolved. These become the close_notes on the record.
Behavior4/5

Does the description disclose side effects, auth requirements, rate limits, or destructive behavior?

Annotations already indicate this is not read-only and not destructive, and the description adds the critical behavioral detail that state changes to Resolved. The precondition about active states is useful context beyond the annotations. No contradictions.

Agents need to know what a tool does to the world before calling it. Descriptions should go beyond structured annotations to explain consequences.

Conciseness5/5

Is the description appropriately sized, front-loaded, and free of redundancy?

Two tightly crafted sentences that front-load the purpose, followed by an important behavioral note. No redundant or filler content; every sentence contributes value.

Shorter descriptions cost fewer tokens and are easier for agents to parse. Every sentence should earn its place.

Completeness4/5

Given the tool's complexity, does the description cover enough for an agent to succeed on first attempt?

The description covers the essential aspects: what it does, the key state change, and a crucial precondition. Given the tool's simplicity and the absence of an output schema, it is sufficiently complete for an AI agent to invoke it correctly.

Complex tools with many parameters or behaviors need more documentation. Simple tools need less. This dimension scales expectations accordingly.

Parameters3/5

Does the description clarify parameter syntax, constraints, interactions, or defaults beyond what the schema provides?

Schema coverage is 100%, so all four parameters are documented in the schema. The description adds minimal extra meaning—it mentions resolution notes but does not enhance understanding of sys_id, instance, or close_code beyond the schema.

Input schemas describe structure but not intent. Descriptions should explain non-obvious parameter relationships and valid value ranges.

Purpose5/5

Does the description clearly state what the tool does and how it differs from similar tools?

The description uses a specific verb ('Resolve') with a clear resource ('incident') and includes the exact state change ('setting state to Resolved (6) with resolution notes'). This distinguishes it from siblings like close_incident and provides precise scope.

Agents choose between tools based on descriptions. A clear purpose with a specific verb and resource helps agents select the right tool.

Usage Guidelines4/5

Does the description explain when to use this tool, when not to, or what alternatives exist?

Provides clear context by stating the incident must be in an active state (New, In Progress, On Hold) for success. However, it does not explicitly mention alternatives or exclusions, such as when to use close_incident instead.

Agents often have multiple tools that could apply. Explicit usage guidance like "use X instead of Y when Z" prevents misuse.

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