incidents_resolve · ServiceNow MCP Server MCP: Risk & Policy

WHAT IT DOES

What incidents_resolve does on ServiceNow MCP Server

AI agents use incidents_resolve 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_resolve needs a policy

This tool modifies incident data by changing its status to resolved, which is a write operation with potential business impact. While theoretically reversible (incidents can be reopened), resolving incidents without proper context could disrupt ITSM workflows, close active issues prematurely, or affect SLAs and reporting.

From the tool's definition Tool is named 'incidents_resolve' and described as 'Resolve an incident', indicating a state change operation that modifies an incident record in ServiceNow ITSM. Resolving an incident is a reversible write operation (the incident can be reopened if needed).

Attacks that exploit this kind of access

Recommended rule Ready

Verdict

incidents_resolve Rate-limited

incidents_resolve 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_resolve": {
      "limits": [
        {
          "counter": "incidents_resolve_rate",
          "window": "minute",
          "max": 30,
          "scope": "grant"
        }
      ]
    }
  }
}

LIMIT THIS TOOL →

Instant setup, no code required.

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_resolve

What does the incidents_resolve tool do? +

Resolve an 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_resolve? +

Register the ServiceNow MCP Server MCP server in PolicyLayer and add a rule for incidents_resolve: 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_resolve? +

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

Can I rate-limit incidents_resolve? +

Yes. Add a rate_limit block to the incidents_resolve 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_resolve completely? +

Set action: deny in the PolicyLayer policy for incidents_resolve. 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_resolve? +

incidents_resolve 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.