incidents_create · ServiceNow MCP Server MCP: Risk & Policy

WHAT IT DOES

What incidents_create does on ServiceNow MCP Server

AI agents use incidents_create to create or update resources in ServiceNow MCP Server — usually the action step of a workflow, after the agent has gathered context. Every call changes real data in your ServiceNow MCP Server environment.

WHY IT NEEDS A POLICY

Why incidents_create needs a policy

This tool creates new data (incidents) in a critical business system (ServiceNow ITSM). While not destructive or financial, creating incidents is a Write operation with high severity because: (1) incidents may trigger automated workflows, notifications, and escalations; (2) false or malicious incidents could disrupt operations, trigger unnecessary responses, or consume support resources; (3) incidents often link to…

From the tool's definition Tool name 'incidents_create' and description 'Create a new incident' indicate this tool creates new records in ServiceNow's incident management system. This is a write operation that modifies state by adding a new incident to the ITSM platform.

Attacks that exploit this kind of access

Recommended rule Ready

Verdict

incidents_create Rate-limited

incidents_create 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.

View as policy code

policy.json

{
  "version": "1",
  "default": "deny",
  "tools": {
    "incidents_create": {
      "limits": [
        {
          "counter": "incidents_create_rate",
          "window": "minute",
          "max": 30,
          "scope": "grant"
        }
      ]
    }
  }
}

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PolicyLayer is an MCP gateway: every tool call is checked against your rule before it reaches ServiceNow MCP Server, so you can run agents against it safely.

FAQ

Questions about incidents_create

What does the incidents_create tool do? +

Create a new incident. It is categorised as a Write tool in the ServiceNow MCP Server MCP Server, which means it can create or modify data. Consider rate limits to prevent runaway writes.

How do I enforce a policy on incidents_create? +

Register the ServiceNow MCP Server MCP server in PolicyLayer and add a rule for incidents_create: 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 MCP Server. Nothing to install.

What risk level is incidents_create? +

incidents_create is a Write tool with medium risk. Write tools should be rate-limited to prevent accidental bulk modifications.

Can I rate-limit incidents_create? +

Yes. Add a rate_limit block to the incidents_create 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.

How do I block incidents_create completely? +

Set action: deny in the PolicyLayer policy for incidents_create. 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.

What MCP server provides incidents_create? +

incidents_create is provided by the ServiceNow MCP Server MCP server (schwarztim/servicenow-mcp). PolicyLayer sits as a proxy in front of this server to enforce policies before tool calls reach the server.