create_incident · ServiceNow MCP Server MCP: Risk & Policy

WHAT IT DOES

What create_incident does on ServiceNow MCP Server

AI agents use create_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.

WHY IT NEEDS A POLICY

Why create_incident needs a policy

This tool creates new records in ServiceNow by adding incident data to the system. Creation is a Write operation—it modifies system state reversibly. Severity is medium because creating false or spam incidents could disrupt incident management workflows and waste IT resources, but the impact is scoped to a single system and incidents remain modifiable.

From the tool's definition Tool name 'create_incident' and description 'Create a new incident in ServiceNow' indicate data creation. ServiceNow incidents are records that document issues and service requests, which are reversible (incidents can be updated, reassigned, or closed without…

Attacks that exploit this kind of access

Recommended rule Ready

Verdict

create_incident Rate-limited

create_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": {
    "create_incident": {
      "limits": [
        {
          "counter": "create_incident_rate",
          "window": "minute",
          "max": 30,
          "scope": "grant"
        }
      ]
    }
  }
}

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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 create_incident

What does the create_incident tool do? +

Create a new incident in ServiceNow. 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 create_incident? +

Register the ServiceNow MCP Server MCP server in PolicyLayer and add a rule for create_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 create_incident? +

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

Can I rate-limit create_incident? +

Yes. Add a rate_limit block to the create_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 create_incident completely? +

Set action: deny in the PolicyLayer policy for create_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 create_incident? +

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