Amazon QuickSight returning a hallucinated or generic summary for a ServiceNow incident via MCP

dev101
Tera Contributor

48m ago

When querying an incident through the ServiceNow MCP connector, instead of returning details specific to the actual incident, AQS is responding with what appears to be a default/templated summary that has no relation to the incident in question.

 

Would appreciate any insight, particularly whether this is a known issue with how AQS handles MCP tool results or if there’s a grounding/context setting that needs to be enabled.

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Ana39
Tera Expert

45m ago

This usually happens when AQS is not properly grounding the MCP tool response and falls back to a generic AI summary/template instead of the actual incident data.

Things to check:

  • Verify the MCP tool response contains the real incident fields/data.
  • Ensure grounding/tool result injection is enabled in AQS.
  • Confirm the incident payload is being passed into the model context, not just the tool status.
  • Check for response summarization/default prompt instructions overriding the tool output.

Most likely this is a grounding/context configuration issue rather than the MCP query itself.

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