Add a work note (internal) or comment (customer-visible) to any ServiceNow record that supports journal fields. Args: - table (string): Table name (e.g., incident, change_request, problem) - identifier (string): Record number or sys_id - work_note (string): Internal work note text (visible to age...
AI agents use servicenow_add_work_note to create or update resources in Servicenow — usually the action step of a workflow, after the agent has gathered context. Every call changes real data in your Servicenow environment.
This tool modifies existing records by appending notes/comments, which is a reversible write operation. It does not delete data (Destructive), execute arbitrary code (Execute), move money (Financial), or have irreversible effects.
From the tool's definition Tool description states it will 'Add a work note (internal) or comment (customer-visible) to any ServiceNow record' and 'Returns: Confirmation with updated record'. The args include 'work_note' and 'comment' parameters that are written to the record.
Attacks that exploit this kind of access
Add a work note (internal) or comment (customer-visible) to any ServiceNow record that supports journal fields. Args: - table (string): Table name (e.g., incident, change_request, problem) - identifier (string): Record number or sys_id - work_note (string): Internal work note text (visible to agents only) - comment (string): Customer-visible comment text - At least one of work_note or comment must be provided. Returns: Confirmation with updated record Examples: - Add work note to INC0001234 → table=. It is categorised as a Write tool in the Servicenow MCP Server, which means it can create or modify data. Consider rate limits to prevent runaway writes.
Register the Servicenow MCP server in PolicyLayer and add a rule for servicenow_add_work_note: 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 Servicenow. Nothing to install.
servicenow_add_work_note 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 servicenow_add_work_note 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 servicenow_add_work_note. 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.
servicenow_add_work_note is provided by the Servicenow MCP server (kylburns89/servicenow-mcp-server). PolicyLayer sits as a proxy in front of this server to enforce policies before tool calls reach the server.
Every MCP server has a record like this.
Type a name, get the same breakdown: verified identity, auth posture, risk grade, capabilities, recommended policy.
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