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
- HR case creation now supports dynamic record producer forms, including UI policies and multi-row variable sets. Agents can now initiate HR cases using service-specific forms that enforce mandatory fields, validate input formats, and honor condition-based UI policies for visibility, read-only, and required fields. Multi-row variable sets are supported, and the system guides agents through multi-round question flows as needed. Attachments are enforced when required, and answers are validated before case creation. Scripted UI policies and client scripts are not evaluated.
- Knowledge search now includes scoped HR knowledge bases. Knowledge search results now return articles from HR knowledge bases owned by scoped applications, provided the necessary cross-application permissions are in place. The system reports when some knowledge bases are unreadable due to missing permissions and no longer claims full corpus coverage when access is incomplete.
Changed
- None
Fixed
- None
Removed
- None
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)