# Servicenow Incident Tracker

> Fetch active ServiceNow incidents ordered with higher priority showing first

- Skill: `knuckles-team/servicenow-incident-tracker` (Agent Skill, multi-file: 2 files)
- Install (CLI): `npx skillmds@latest add knuckles-team/servicenow-incident-tracker`
- Raw SKILL.md: https://api.skillmd.com/api/skills/knuckles-team/servicenow-incident-tracker/raw
- Safety review: pending
- Works with: Claude Code, Claude.ai, OpenAI Codex
- Category: Coding & Dev Tools
- Author: Knuckles-Team (https://skillmd.com/u/knuckles-team)
- Updated: 2026-09-17
- Page: https://skillmd.com/skills/knuckles-team/servicenow-incident-tracker

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# 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.