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
- HRSD MCP Server delivers outcome-based HR case and knowledge management tools. The server now provides six governed tools for HR case creation, case updates, case status and triage, knowledge and policy retrieval, eligibility determination, and service discovery. All tools enforce access controls, return evidence fields (such as confidence and rationale), and resolve ambiguity through progressive discovery. The solution is client-agnostic and validated end-to-end with both internal and external clients.
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)