servicenow

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.