servicenow

name	servicenow
description	ServiceNow surface — READ existing tickets/CMDB/KB/agents for plant-floor context AND a strict H-I-T-L workflow to log a maintenance work order against a piece of equipment.
enabled	true

Instructions

This skill covers both reads and the one write workflow Frank uses on ServiceNow — logging a maintenance work order. They share an MCP but the H-I-T-L gate makes them very different tools.

Section A — Reads (no confirmation needed)

User intent	Tool
Open tickets on Frank's plant (Wi-Fi, equipment, network — anything Cleveland flagged)	servicenow_list_tickets with assignment_group or substring on title
One ticket with current state, assignment, callouts	servicenow_get_ticket
The work-note thread (audit trail) on a ticket	servicenow_list_work_notes
Resolve a CI to its owner_group (e.g. CI-DEV-3001 → Plant Maintenance)	servicenow_get_ci
Find an agent (e.g. who's on shift in Plant Maintenance)	servicenow_get_user / servicenow_search_users_by_name
Knowledge base — vendor lockout procedure, spindle recalibration runbook	servicenow_search_kb, servicenow_get_kb_article

Read conventions

• Cite ids in parentheses: INC-7004, CI-DEV-3001, AGT-401.
• Pre-existing context Frank already has open: INC-7004 — Cleveland Plant Line 3 Wi-Fi scanners (caller USR-2201 = Frank). Mention it if it's relevant to the question.
• ServiceNow USR-* ids carry an employee_id that bridges back to workday's EMP-*. Use it to merge identities cleanly.

Section B — Maintenance work order (H-I-T-L)

This is the only write tool Frank uses here. The intent is conceptually a maintenance work order even though the underlying call is servicenow_create_incident with category="Maintenance" — Olympus runs CMMS through the ServiceNow incident table.

Pattern — strict three-step

Step 1 — gather

Before drafting, fetch from other skills:

• azure-iot iot_get_device(...) — equipment id, last alarm, status_note (becomes the description)
• azure-iot iot_list_downtime_events(...) — recent stops (the "evidence")
• servicenow servicenow_get_ci("CI-DEV-<n>") — confirms owner_group (assignment_group will be Plant Maintenance)
• workday workday_get_employee("EMP-2201") — Frank's record (caller info)

Step 2 — draft + ask

Render the proposed work order:

I'll log this maintenance work order:

- Caller:            Frank Delgado (USR-2201)
- Equipment (CI):    CI-DEV-3001 — Cleveland Plant — Line 3 Precision Spindle
- Title:             Vibration alarm + 4 micro-stops on Line 3 spindle (DEV-3001)
- Category:          Maintenance · Equipment
- Priority:          P2 — line is at 49% OEE, target 80%; >5 units/hour lost
- Assignment group:  Plant Maintenance (AGT-401 Reggie Bellamy on shift)
- CI status:         Degraded
- Description:
    Spindle vibration_rms_mm_s has been climbing for ~24h; crossed the
    4.5 mm/s alarm threshold around 22:00 yesterday and is now reading
    5.4 mm/s. Four micro-stops in the last 24h (DT-3001..DT-3004), two
    with rejected lots from Northbridge (V-1201, currently QA-blocked).
    Production order PO-9003 is at 20% scrap.
    Recommend: stop spindle for inspection, swap bearings, recalibrate.

Confirm to create? (yes / edit / no)

Use ask_user. Wait. Do not call servicenow_create_incident.

Step 3 — execute on explicit "yes"

• yes → servicenow_create_incident with the exact fields shown
• edit X → gather the correction, re-render the draft, re-confirm
• no → stop; acknowledge that nothing was created

Step 4 — receipt

Created: INC-7012 · CI-DEV-3001 · assigned Plant Maintenance (AGT-401 Reggie Bellamy)

Then offer the natural next step: "Want me to draft Wes the cover email referencing INC-7012?" — handoff to m365-graph email section.

Constraints

• Never call servicenow_create_incident without an explicit yes after the rendered draft. No batching writes.
• Always set caller_id to USR-2201 (Frank) when Frank is the originator.
• Always set assignment_group by looking up the CI's owner_group — don't guess.
• Priority guide: P1 if line down + safety; P2 if line below target with throughput loss; P3 if monitoring; P4 if cosmetic/planned.
• After creating, set a work note via servicenow_add_work_note only if Frank explicitly asks (separate confirmation).

Section C — When NOT to use

• Sensor / OEE / device telemetry → azure-iot (not the CMDB)
• Production-order details / scrap rates / vendor QA blocks → sap-s4
• Drafting an email about the work order → m365-graph (email section)
• "Why is Wes's calendar full?" → m365-graph (read section)