add_work_note

Add an internal work note to any ITSM record (requires WRITE_ENABLED=true)

SERVERServiceNow MCP Server SOURCE@aartiq/servicenow-mcp

Medium RISK CLASS

Category Write

Parameters 00 required

Recommended Rate-limitedsee the rule below

Registry record Grade F, identity verified Pull the record →

This record as markdown: /tools/servicenow-mcp-server/add-work-note.md

WHAT IT DOES

What add_work_note does on ServiceNow MCP Server

AI agents use add_work_note 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.

RISK

Why add_work_note is rated Medium

The tool creates or modifies ITSM records by adding notes, which is a reversible write operation. While it can affect many records ('any ITSM record'), the action is not destructive, executable code, or financial. The write permission requirement and the scope of impact (ITSM systems often handle critical operational data) warrant medium severity rather than low.

From the tool's definition Tool description states 'Add an internal work note to any ITSM record' and requires 'WRITE_ENABLED=true', indicating creation/modification of data in ITSM records.

Attacks that exploit this kind of access

RECOMMENDED RULE

The rule that runs add_work_note safely

PolicyLayer is an MCP gateway: it sits between your AI agents and ServiceNow MCP Server, and checks every tool call against a rule you set before the call runs. Nothing changes on the server itself. For add_work_note, this is the rule to start with:

add_work_note Rate-limited

add_work_note 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": {
    "add_work_note": {
      "limits": [
        {
          "counter": "add_work_note_rate",
          "window": "minute",
          "max": 30,
          "scope": "grant"
        }
      ]
    }
  }
}

LIMIT THIS TOOL → Instant setup, no code required.

The button opens the PolicyLayer dashboard: create your workspace, connect ServiceNow MCP Server, apply this rule, and every add_work_note call is checked against it from then on.

FAQ

Questions about add_work_note

What does the add_work_note tool do? +

Add an internal work note to any ITSM record (requires WRITE_ENABLED=true). 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 add_work_note? +

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

What risk level is add_work_note? +

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

Can I rate-limit add_work_note? +

Yes. Add a rate_limit block to the 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.

How do I block add_work_note completely? +

Set action: deny in the PolicyLayer policy for 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.

What MCP server provides add_work_note? +

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

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