resolve_problem

Resolve a problem with root cause and resolution 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-problem.md

WHAT IT DOES

What resolve_problem does on ServiceNow MCP Server

AI agents use resolve_problem 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_problem is rated Medium

This tool creates or modifies data (updating problem resolution state) in a reversible manner. While resolving a problem is an operational action in ServiceNow, the core function is to write/update problem records with status and notes. It does not irreversibly delete data (Destructive), execute arbitrary code (Execute), or move money (Financial).

From the tool's definition Tool description states 'Resolve a problem' with 'resolution notes' and requires 'WRITE_ENABLED=true', indicating it modifies problem records by updating their status and adding resolution data.

Risk signalsAdmin/system-level operation

Attacks that exploit this kind of access

RECOMMENDED RULE

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

resolve_problem Rate-limited

resolve_problem 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_problem": {
      "limits": [
        {
          "counter": "resolve_problem_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_problem call is checked against it from then on.

FAQ

Questions about resolve_problem

What does the resolve_problem tool do? +

Resolve a problem with root cause and resolution 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_problem? +

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

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

Can I rate-limit resolve_problem? +

Yes. Add a rate_limit block to the resolve_problem 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_problem completely? +

Set action: deny in the PolicyLayer policy for resolve_problem. 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_problem? +

resolve_problem 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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