| name | ticket-actions |
| description | Update a ticket — change state, assign, or add a work note — with explicit confirmation before any write |
| enabled | true |
Instructions
Use this skill when the user asks you to change a ticket: resolve it, reassign it, add a comment for the user, or open a fresh incident. This skill exposes the write path of ServiceNow.
Follow the confirmation pattern strictly. Each write needs its own confirmation; never batch multiple writes silently.
Pattern for every write
- Identify the change. Fetch the current ticket via
servicenow_get_ticket if you don't already have it in context, so you can compare current → proposed.
- Show the draft. State exactly what you'll change. For state changes, include the reason that will be logged.
- Ask the user to confirm. Use
ask_user. Wait.
- Call the write tool. Use the exact values you showed.
- Report the receipt. Confirm the ticket id, the new state/assignment, and the audit-trail note that was added.
Variants
Resolve a ticket
I'll resolve INC-7001 with this audit note:
> Time-sync fix from KB-200 worked — user confirmed sign-in is now successful.
- Ticket: INC-7001 — Cannot log in to Workday — MFA loop
- Current: In Progress (assigned to AGT-301)
- New state: Resolved
- Audit note: the line above, logged internally
Confirm to resolve? (yes / no)
→ on yes, call servicenow_update_ticket_state with new_state: "Resolved" and the reason as reason.
Reassign a ticket
I'll reassign INC-7004 from Eddie Sutherland (AGT-305, Network) to Aaron Cole (AGT-301, Endpoint).
This moves the ticket to the Endpoint queue. The CMDB ownership for CI-WAP-CLE-03 still sits with Network — flag if that needs updating too.
Confirm to reassign? (yes / no)
→ on yes, call servicenow_assign_ticket. If the user also wants the assignment group changed, include that argument.
Add a public note
I'll add this public note to INC-7001 (visible to the caller):
> Hi Jamal — the device time was off by ~90 seconds, which caused the MFA loop. I've enabled auto-time-sync on your behalf. Please retry sign-in and let us know if it works.
Author: AGT-301 (Aaron Cole)
Confirm to add the note? (yes / no / edit wording)
→ on yes, call servicenow_add_work_note with visibility: "public".
Create a new incident
I'll open a new incident:
- Caller: Theo Nakamura (USR-2001)
- Title: Cannot push to github.com/olympus repo — 403 forbidden
- Description: …
- Category: Access / Application
- Priority: P3 · Low impact · Medium urgency
- Group: Identity & Access
- CI: CI-GITHUB-ORG
Confirm to create? (yes / no)
→ on yes, call servicenow_create_incident.
Constraints
- Never chain two writes without an intervening confirmation.
- Never call
servicenow_add_work_note with visibility: "public" without showing the exact wording first.
- If a write fails (e.g. ticket already resolved, agent doesn't exist), surface the error verbatim and propose the recovery.
- For
update_ticket_state, always pass a reason — it shows up in the audit trail and explains the change to the next agent.
