create_servicenow_incident
Create a new incident in ServiceNow.
This record as markdown: /tools/freshdesk/create-servicenow-incident.md
What create_servicenow_incident does on Freshdesk
AI agents use create_servicenow_incident to create or update resources in Freshdesk, usually the action step of a workflow, after the agent has gathered context. Every call changes real data in your Freshdesk environment.
Why create_servicenow_incident is rated Medium
This tool creates incident records in ServiceNow, modifying state by adding new data. While write operations are generally reversible (incidents can be updated or closed), creating incidents can trigger downstream workflows, notifications, and process automations.
From the tool's definition Tool name and description indicate 'Create a new incident in ServiceNow' — this creates a new record in an external ticketing system, which is a reversible write operation.
Attacks that exploit this kind of access
The rule that runs create_servicenow_incident safely
PolicyLayer is an MCP gateway: it sits between your AI agents and Freshdesk, and checks every tool call against a rule you set before the call runs. Nothing changes on the server itself. For create_servicenow_incident, this is the rule to start with:
create_servicenow_incident stays usable, but capped: an agent stuck in a loop can't make hundreds of changes a minute. Everything else on the server is denied unless you say otherwise.
The button opens the PolicyLayer dashboard: create your workspace, connect Freshdesk, apply this rule, and every create_servicenow_incident call is checked against it from then on.
Questions about create_servicenow_incident
Create a new incident in ServiceNow. It is categorised as a Write tool in the Freshdesk MCP Server, which means it can create or modify data. Consider rate limits to prevent runaway writes.
Register the Freshdesk MCP server in PolicyLayer and add a rule for create_servicenow_incident: allow, deny, rate-limit, or require approval. Point your MCP client at the PolicyLayer proxy URL and the rule is enforced on every call, before it reaches Freshdesk. Nothing to install.
create_servicenow_incident is a Write tool with medium risk. Write tools should be rate-limited to prevent accidental bulk modifications.
Yes. Add a rate_limit block to the create_servicenow_incident rule in your PolicyLayer policy. For example, setting max: 10 and window: 60 limits the tool to 10 calls per minute. Rate limits are tracked per agent session and reset automatically.
Set action: deny in the PolicyLayer policy for create_servicenow_incident. The AI agent will receive a policy violation error and cannot call the tool. You can also include a reason field to explain why the tool is blocked.
create_servicenow_incident is provided by the Freshdesk MCP server (@mindstone-engineering/mcp-server-freshdesk). PolicyLayer sits as a proxy in front of this server to enforce policies before tool calls reach the server.
More on Freshdesk, and thousands of servers like it.
This server
Across the catalogue