Unified tool for ServiceNow Field Service Management work orders. Wraps the wm_order, wm_task and wm_order_history tables installed by the Field Service Management plugin (com.snc.work_management). Actions: - list — list work orders, optionally filtered by state, assignment_group, assigned_to, or...
AI agents use snow_fsm_work_order_manage to create or update resources in Serac — usually the action step of a workflow, after the agent has gathered context. Every call changes real data in your Serac environment.
The tool supports both read operations (list, get) and write operations (create, assign). Since it can create new work orders and assign them to technicians, it modifies state in the system reversibly. This is categorized as Write rather than Execute because the operations are data creation/modification, not arbitrary code execution or system commands.
From the tool's definition Tool includes 'create' and 'assign' actions that modify work order data: 'create — create a new work order' and 'assign — assign the work order to a technician'.
Attacks that exploit this kind of access
Unified tool for ServiceNow Field Service Management work orders. Wraps the wm_order, wm_task and wm_order_history tables installed by the Field Service Management plugin (com.snc.work_management). Actions: - list — list work orders, optionally filtered by state, assignment_group, assigned_to, or location - get — retrieve a single work order by sys_id or number (includes related task and history counts) - create — create a new work order with short_description, location, contact, priority, and optional scheduling window - assign — assign the work order to a technician (assigned_to) and/or dispatch group (assignment_group) - schedule — set the scheduled work_start and work_end on the work order - update_status — transition the state field by human-readable state name (Draft, Scheduled, En Route, Onsite, Closed Complete, ...) - list_tasks — list the wm_task rows linked to a parent work order Use when: the agent needs to create, dispatch, schedule, or report on field-service work orders. Requires the Field Service Management plugin (com.snc.work_management) on the target instance — every action surfaces a clear PLUGIN_MISSING error if wm_order is absent. Returns: work order records with sys_id, number, short_description, state, priority, assignment_group, assigned_to, location, contact, work_start, work_end. For list_tasks returns wm_task rows with sys_id, number, short_description and state. It is categorised as a Write tool in the Serac MCP Server, which means it can create or modify data. Consider rate limits to prevent runaway writes.
Register the Serac MCP server in PolicyLayer and add a rule for snow_fsm_work_order_manage: 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 Serac. Nothing to install.
snow_fsm_work_order_manage 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 snow_fsm_work_order_manage 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 snow_fsm_work_order_manage. 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.
snow_fsm_work_order_manage is provided by the Serac MCP server (serac-labs/serac). PolicyLayer sits as a proxy in front of this server to enforce policies before tool calls reach the server.
snow_fsm_work_order_manage is one line of Serac's registry record.
The record carries the whole server: verified identity, auth posture, risk grade, every tool classified, recommended policy — re-checked continuously.
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