resolve_incident
Resolve an incident with resolution code and notes (requires WRITE_ENABLED=true)
This record as markdown: /tools/nowaikit-servicenow-ai-toolkit/resolve-incident.md
What resolve_incident does on NowAIKit — ServiceNow AI Toolkit
AI agents use resolve_incident to create or update resources in NowAIKit — ServiceNow AI Toolkit, usually the action step of a workflow, after the agent has gathered context. Every call changes real data in your NowAIKit — ServiceNow AI Toolkit environment.
Why resolve_incident is rated Medium
Resolving an incident updates the incident record's state and related fields irreversibly in terms of workflow logic, though the operation itself is technically reversible (incidents can be reopened). This is categorized as Write rather than Destructive because the action is reversible and doesn't permanently delete data.
From the tool's definition Tool description states 'Resolve an incident with resolution code and notes' and requires WRITE_ENABLED=true. This modifies incident records in ServiceNow, changing their state from open to resolved—a data modification action.
Attacks that exploit this kind of access
The rule that runs resolve_incident safely
PolicyLayer is an MCP gateway: it sits between your AI agents and NowAIKit — ServiceNow AI Toolkit, and checks every tool call against a rule you set before the call runs. Nothing changes on the server itself. For resolve_incident, this is the rule to start with:
resolve_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 NowAIKit — ServiceNow AI Toolkit, apply this rule, and every resolve_incident call is checked against it from then on.
Questions about resolve_incident
Resolve an incident with resolution code and notes (requires WRITE_ENABLED=true). It is categorised as a Write tool in the NowAIKit — ServiceNow AI Toolkit MCP Server, which means it can create or modify data. Consider rate limits to prevent runaway writes.
Register the NowAIKit — ServiceNow AI Toolkit MCP server in PolicyLayer and add a rule for resolve_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 NowAIKit — ServiceNow AI Toolkit. Nothing to install.
resolve_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 resolve_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 resolve_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.
resolve_incident is provided by the NowAIKit — ServiceNow AI Toolkit MCP server (nowaikit). PolicyLayer sits as a proxy in front of this server to enforce policies before tool calls reach the server.
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