resolve_incident

Resolve an incident with resolution code and notes (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/resolve-incident.md

WHAT IT DOES

What resolve_incident does on ServiceNow MCP Server

AI agents use resolve_incident 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 resolve_incident is rated Medium

This tool creates a modification to incident data by changing its resolution status. While it updates existing records (not deleting), the action is reversible—incidents can be reopened or have their resolution changed. This places it in Write rather than Destructive.

From the tool's definition Tool description states 'Resolve an incident' which modifies incident state, coupled with requirement flag 'WRITE_ENABLED=true' indicating it performs a write operation.

Attacks that exploit this kind of access

RECOMMENDED RULE

The rule that runs resolve_incident 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 resolve_incident, this is the rule to start with:

resolve_incident Rate-limited

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.

View as policy code

policy.json

{
  "version": "1",
  "default": "deny",
  "tools": {
    "resolve_incident": {
      "limits": [
        {
          "counter": "resolve_incident_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 resolve_incident call is checked against it from then on.

FAQ

Questions about resolve_incident

What does the resolve_incident tool do? +

Resolve an incident with resolution code and notes (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 resolve_incident? +

Register the ServiceNow MCP Server 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 ServiceNow MCP Server. Nothing to install.

What risk level is resolve_incident? +

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

Can I rate-limit resolve_incident? +

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.

How do I block resolve_incident completely? +

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.

What MCP server provides resolve_incident? +

resolve_incident 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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