Servicenow Incident Triage

ServiceNow Incident Triage

Drive triage through the NowAIKit MCP tools. Discover tools with search_tools if a name is unknown.

Workflow

1. Scope. If given an incident number, fetch it (get_incident). For a queue, query_records on incident with an encoded query (validate it first with validate_query), e.g. active=true^assignment_group=<grp>^priority<=2.
2. Context. Pull the caller, CI, and recent activity. For grounding, use generate_summary and ml_similar_incidents (or ai_search) to find prior resolutions.
3. Classify. Use categorize_incident / ml_auto_categorize to confirm category and suggest_resolution for a candidate fix.
4. Act safely. Propose field changes (priority, assignment_group, work notes) and apply with update_record. Always run with dry_run: true first and show the before→after diff before applying for real. Add context with add_work_note.
5. Summarize. Report what changed, the suggested resolution, and links to the similar incidents you used.

Rules

• Never set priority/assignment without showing the dry-run diff first.
• Requires WRITE_ENABLED=true for any update; if disabled, output the proposed changes instead of applying.
• Encoded queries use ^ (AND) and ^OR (OR), never SQL AND/OR. Validate with validate_query.
• Writes are recorded in the NowAIKit audit log automatically.