| name | servicenow |
| description | Read the IT-provisioning ticket(s) backing a new-joiner's onboarding — laptop kit, account creation, access groups. Used to surface "is IT ready for Priya's first day?" |
| enabled | true |
Instructions
This is the read interface to servicenow-mcp-server for HR Onboarding. Use it when you need to know the IT side of a joiner's setup: is the laptop ordered, is the M365 mailbox provisioned, are the Entra access groups assigned.
Tool routing
| User intent | Tool |
|---|
| "Is there an IT ticket for {joiner}?" | servicenow_list_tickets with assignment_group: "IT Provisioning" + caller filter |
| One ticket in detail (state, last note, ETA) | servicenow_get_ticket |
| Conversation history on a REQ | servicenow_list_work_notes |
| Resolve a USR-* to a person | servicenow_get_user (look at employee_id to thread back to workday EMP-*) |
Conventions
- REQ-* prefix for service requests (provisioning), INC-* for incidents.
- IT-Provisioning REQs typically have the manager or HR specialist as
caller_id, not the new joiner (the joiner doesn't have an account yet on day 1).
- Surface ticket state as:
New / In Progress / Awaiting User / On Hold / Resolved / Closed. Anything not Resolved/Closed is "still outstanding" for onboarding readiness purposes.
When NOT to use
- Anything touching the employee record itself → workday.
- Welcome mail / calendar / OOO → m365-graph.
- Triaging or acting on a non-onboarding IT ticket — that's the
it-service-desk persona, not us.
