Creates a new incident. Credentials must be provided in the params object.
AI agents use create_incident to create or update resources in Snow — usually the action step of a workflow, after the agent has gathered context. Every call changes real data in your Snow environment.
Creating an incident in ServiceNow is a reversible write operation that generates a new record in the system. While incidents can typically be closed or deleted, the primary effect is data creation/modification rather than destruction. The severity is high because incidents often trigger automated workflows, notifications to stakeholders, and may affect ITSM processes and SLAs.
From the tool's definition Tool name explicitly states 'create_incident' and description confirms it 'Creates a new incident.' This is a create operation that modifies ServiceNow data by adding a new record.
Documented attack patterns abuse exactly the kind of access create_incident gives an agent:
PolicyLayer is an MCP gateway — it sits between your AI agents and Snow, and nothing reaches the server without passing your rules. This is the rule we recommend for create_incident:
{
"version": "1",
"default": "deny",
"tools": {
"create_incident": {
"limits": [
{
"counter": "create_incident_rate",
"window": "minute",
"max": 30,
"scope": "grant"
}
]
}
}
}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.
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Creates a new incident. Credentials must be provided in the params object. It is categorised as a Write tool in the Snow MCP Server, which means it can create or modify data. Consider rate limits to prevent runaway writes.
Register the Snow 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 Snow. Nothing to install.
create_incident 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 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.
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.
create_incident is provided by the Snow MCP server (shunyaai/snow-mcp). PolicyLayer sits as a proxy in front of this server to enforce policies before tool calls reach the server.
Start from Snow, add the rest of your stack, and see everything your agents can call. Then put policy on all of it.
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88 Snow tools catalogued and risk-classified — across an index of 43,000+ MCP servers.