create_hr_case · ServiceNow- MCP: Risk & Policy

WHAT IT DOES

What create_hr_case does on ServiceNow-MCP

AI agents use create_hr_case to create or update resources in ServiceNow-MCP — usually the action step of a workflow, after the agent has gathered context. Every call changes real data in your ServiceNow-MCP environment.

WHY IT NEEDS A POLICY

Why create_hr_case needs a policy

This tool creates new data records (HR cases) in ServiceNow, which is a Write operation. The severity is high because creating HR cases can trigger business processes (leave requests, complaints, onboarding), impact personnel records, and have downstream consequences. However, it is Write (not Destructive) because HR cases can typically be modified or closed.

From the tool's definition Tool description states "Create a new HR Service Delivery case" with requirement "WRITE_ENABLED=true", indicating irreversible creation of a new case record in ServiceNow HR module.

Attacks that exploit this kind of access

Recommended rule Ready

Verdict

create_hr_case Rate-limited

create_hr_case 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_hr_case": {
      "limits": [
        {
          "counter": "create_hr_case_rate",
          "window": "minute",
          "max": 30,
          "scope": "grant"
        }
      ]
    }
  }
}

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PolicyLayer is an MCP gateway: every tool call is checked against your rule before it reaches ServiceNow-MCP, so you can run agents against it safely.

FAQ

Questions about create_hr_case

What does the create_hr_case tool do? +

Create a new HR Service Delivery case (requires WRITE_ENABLED=true). It is categorised as a Write tool in the ServiceNow-MCP 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_hr_case? +

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

What risk level is create_hr_case? +

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

Can I rate-limit create_hr_case? +

Yes. Add a rate_limit block to the create_hr_case 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_hr_case completely? +

Set action: deny in the PolicyLayer policy for create_hr_case. 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_hr_case? +

create_hr_case is provided by the ServiceNow- MCP server (tedorigawa001/servicenow-mcp). PolicyLayer sits as a proxy in front of this server to enforce policies before tool calls reach the server.