|
Zurich
|
- **[Managing incidents](https://www.servicenow.com/docs/access?context=manage-incidents-itsm-mcp-server&family=zurich&ft:locale=en-US)**
Use incident management tools to get details, update fields, and find similar incidents in the ITSM MCP Server.
For example:
- Get incident fields including state, priority, assignment, CI, description, and work notes with `incident.get_details`.
- Update incident fields and work notes through platform-native APIs with full business rule execution using `incident.modify`.
- Search for similar incidents using semantic search with `incident.search_similar`, and look up assignment groups and users with `lookup_assignment_groups` and `lookup_users`.
- Search similar Knowledge Base \(KB\) articles using `incident.search_similar_kb`, and retrieve details for a published KB article using `incident.get_kb_details`.
- Link a KB article to an incident as a related reference using `incident.attach_kb`.
- **[Managing change requests](https://www.servicenow.com/docs/access?context=manage-change-requests-itsm-mcp-server&family=zurich&ft:locale=en-US)**
Use change management tools to query, analyze, and update change requests in the ITSM MCP Server.
For example:
- Create and update change requests, calculate risk, and manage planned outages with `change.lifecycle`.
- Analyze changes by recommending assignment groups, retrieving risk and impact data, and suggesting configuration items and templates with `change.analyze`.
- Retrieve, search, and aggregate change data, check schedules and conflicts, and score data quality with `change.query`.
- List tasks, affected CIs, approvals, incidents, problems, outages, and change policies with `change.relation`.
- **[Managing request items](https://www.servicenow.com/docs/access?context=manage-employee-experience-itsm-mcp-server&family=zurich&ft:locale=en-US)**
Use request item tools to create and manage your own tickets in the ITSM MCP Server.
For example:
- Create incidents or request catalog items through a guided workflow that includes knowledge base deflection, catalog item redirection, and duplicate detection using `requester.create_incident`.
- Escalate an incident's urgency with a mandatory reason using `requester.escalate`.
- Add customer-visible comments to your open incidents or requested items using `requester.add_comment`.
- **[Managing on-call schedules](https://www.servicenow.com/docs/access?context=manage-on-call-schedule-itsm-mcp-server&family=zurich&ft:locale=en-US)**
Use on-call management tools to look up coverage and manage your on-call schedule in the ITSM MCP Server.
For example:
- Identify current on-call engineers by assignment group or shift name, and view your next or active on-call shift details using `oncall.on_call_lookup`.
- Request time off from an on-call shift and arrange coverage through a two-phase analyze-and-create workflow using `oncall.timeoff_request`.
- **[Using ITSM MCP Server common tools](https://www.servicenow.com/docs/access?context=itsm-mcp-server-tools-reference&family=zurich&ft:locale=en-US)**
Use common tools to use with the ITSM MCP Server.
For example:
- Answer structured natural language questions about ITSM data, including details on incidents, change requests, and active catalog items using `itsm_knowledge_graph`.
- Approve or reject your oldest pending approval for a change or request items using `task_approval_decision`.
- Get the authenticated user's current session time zone and the current date and time in that time zone using `get_session_timezone`.
|
|
Australia
|
- **[Managing incidents](https://www.servicenow.com/docs/access?context=manage-incidents-itsm-mcp-server&family=australia&ft:locale=en-US)**
Use incident management tools to get details, update fields, and find similar incidents in the ITSM MCP Server.
For example:
- Get incident fields including state, priority, assignment, CI, description, and work notes with `incident.get_details`.
- Update incident fields and work notes through platform-native APIs with full business rule execution using `incident.modify`.
- Search for similar incidents using semantic search with `incident.search_similar`, and look up assignment groups and users with `lookup_assignment_groups` and `lookup_users`.
- Search similar Knowledge Base \(KB\) articles using `incident.search_similar_kb`, and retrieve details for a published KB article using `incident.get_kb_details`.
- Link a KB article to an incident as a related reference using `incident.attach_kb`.
- **[Managing change requests](https://www.servicenow.com/docs/access?context=manage-change-requests-itsm-mcp-server&family=australia&ft:locale=en-US)**
Use change management tools to query, analyze, and update change requests in the ITSM MCP Server.
For example:
- Create and update change requests, calculate risk, and manage planned outages with `change.lifecycle`.
- Analyze changes by recommending assignment groups, retrieving risk and impact data, and suggesting configuration items and templates with `change.analyze`.
- Retrieve, search, and aggregate change data, check schedules and conflicts, and score data quality with `change.query`.
- List tasks, affected CIs, approvals, incidents, problems, outages, and change policies with `change.relation`.
- **[Managing request items](https://www.servicenow.com/docs/access?context=manage-employee-experience-itsm-mcp-server&family=australia&ft:locale=en-US)**
Use request item tools to create and manage your own tickets in the ITSM MCP Server.
For example:
- Create incidents or request catalog items through a guided workflow that includes knowledge base deflection, catalog item redirection, and duplicate detection using `requester.create_incident`.
- Escalate an incident's urgency with a mandatory reason using `requester.escalate`.
- Add customer-visible comments to your open incidents or requested items using `requester.add_comment`.
- **[Managing on-call schedules](https://www.servicenow.com/docs/access?context=manage-on-call-schedule-itsm-mcp-server&family=australia&ft:locale=en-US)**
Use on-call management tools to look up coverage and manage your on-call schedule in the ITSM MCP Server.
For example:
- Identify current on-call engineers by assignment group or shift name, and view your next or active on-call shift details using `oncall.on_call_lookup`.
- Request time off from an on-call shift and arrange coverage through a two-phase analyze-and-create workflow using `oncall.timeoff_request`.
- **[Using ITSM MCP Server common tools](https://www.servicenow.com/docs/access?context=itsm-mcp-server-tools-reference&family=australia&ft:locale=en-US)**
Use common tools to use with the ITSM MCP Server.
For example:
- Answer structured natural language questions about ITSM data, including details on incidents, change requests, and active catalog items using `itsm_knowledge_graph`.
- Approve or reject your oldest pending approval for a change or request items using `task_approval_decision`.
- Get the authenticated user's current session time zone and the current date and time in that time zone using `get_session_timezone`.
|