Knuckles-Team Servicenow Incident Tracker Workflow
CONCEPT:KG-2.12
Fetch active ServiceNow incidents ordered with higher priority showing first
Steps
Step 0: ServiceNow Incident Query [skill: servicenow-api]
Agent: intake-agent
Tools: graph_query, nc_files
Retrieve the list of active incidents using the servicenow_incidents action with action='get_incidents'. Pass params_json containing a query like {"sysparm_query": "active=true^ORDERBYpriority"} to ensure critical priority incidents appear first.
Step 1: Incident-Selection Interaction [skill: user-interaction]
Agent: processor-agent
Tools: graph_analyze, document_tools
Present the list of prioritized incidents to the user. Request selection of a specific incident for deeper inspection or action.
Step 2: ServiceNow Incident Inspection [skill: servicenow-api]
Agent: validator-agent
Tools: graph_query
Fetch full details for the selected incident ID using the servicenow_incidents action with action='get_incident' and params_json containing {"incident_id": "<sys_id>"} — the underlying IncidentModel field is incident_id, not sys_id; passing sys_id is silently dropped and the call fails with MissingParameterError.
Step 3: Incident-Detail Presentation [skill: user-interaction]
Agent: report-agent
Tools: graph_write, document_tools
Display the comprehensive incident history, comments, SLA status, and proposed remediation plan to the user.
Step 4: KG Persistence [depends_on: Step 3]
Agent: report-agent
Tools: graph_write
Persist workflow results as nodes and edges in the Knowledge Graph. Create appropriate typed nodes with metadata and link to existing domain entities.
Output
- Servicenow Incident Tracker results persisted in KG
- Structured report (MD/PDF)
- Audit trail with timestamps and agent attributions
Human Oversight Required
✅ Critical decisions require human review and approval.
Execution
Run this workflow as a dependency-ordered DAG. Steps with no unmet depends_on run in parallel; dependents run after their prerequisites complete.
- Run first (in parallel): Step 0 — ServiceNow Incident Query; Step 1 — Incident-Selection Interaction; Step 2 — ServiceNow Incident Inspection; Step 3 — Incident-Detail Presentation
- After level 0: Step 4 — KG Persistence
Execution: If graph-os is reachable, offload the whole DAG via graph_orchestrate action=execute_workflow (or the kg-delegate skill) for true parallel/swarm execution. Otherwise execute the steps natively in dependency order: run steps with no unmet depends_on in parallel, then their dependents.