servicenow

## 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)