HRSD MCP Server exposes ServiceNow HR Service Delivery capabilities as governed, outcome-focused Model Context Protocol Server (MCP) tools to MCP-compatible AI clients (e.g. Claude, Copilot). It lets AI agents create, look up, comment on, and advance HR cases, search HR knowledge, and check eligibility — all under the authenticated caller's own ACLs. Part of the Action Fabric initiative. Requires ServiceNow Otto for HR Service Delivery on the target instance.
Allow employees to:
- Open an HR case for an eligible service via natural language, with automatic routing/priority, duplicate-case detection, and a confirm-before-file step
- Check the status of a case by number, or list/search their own open, recent, or overdue cases
- Add a customer-visible comment to their own case
- Progress or close their own case with resolution notes, where the platform allows it
- Get direct, cited answers to HR policy questions from HR knowledge articles
- Get a deterministic eligibility verdict — governing criteria and required documents — for a given HR service (e.g. tuition reimbursement, relocation)
- Browse/search the HR services they're eligible to request
Allow HR agents to:
- List and triage their assigned case queue (open, overdue, unresolved)
- Add work notes or customer-visible comments to any case they're entitled to update
- Advance, resolve, or close cases with resolution notes, gated by the platform's own state-transition rules
- Look up operational/agent-facing knowledge (SLAs, approval requirements)
All actions run under the authenticated caller's own ACLs, with confirmation gates before any case is created or its state is changed.
--- AI Generated Release Notes ---
New
- Fulfillers can now take ownership of HR cases directly. A new tool enables fulfillers to assign an HR case to themselves, updating the case's assignee and reflecting the resulting status. If the case is already assigned or not eligible for taking, the tool provides clear feedback and does not change the assignment. Responses display only labels and record numbers.
- Eligibility checks now include supporting knowledge articles. Eligibility verdicts now reference relevant knowledge base articles (by number and title) for the governing service, drawn from the same source as knowledge search. Articles are filtered by user access, and no references are fabricated when none exist.
The following store app is required:
ServiceNow Otto for HR Service Delivery (HRSD) - sn_hr_gen_ai (13.4.0)
Model Context Protocol Server - sn_mcp_server (1.5.1)