Unable to Fetch MCP Tools When Adding MCP Tool to AI Agent

[varunagarwal83]

Hello Community,

We are working on a use case where one ServiceNow instance functions as the MCP server and another as the MCP client. On the MCP server instance, we configured both the default QuickStart MCP Server and a custom MCP server through the MCP console. As part of the setup, we also created an OAuth inbound integration and configured the corresponding client settings on the MCP client instance, following the steps provided in the ServiceNow documentation.
The client is able to authenticate with the server successfully, and the MCP execution logs confirm successful responses. However, when attempting to add an MCP tool to our AI Agent, we consistently receive the error message “Unable to fetch the tools for the MCP server.”
We have reviewed the configuration on both the client and server instances and verified that the MCP client and MCP server plugin versions match on both environments. Additionally, both instances are running on the same patch level:
glide‑zurich‑07‑01‑2025__patch4‑hotfix3‑12‑23‑2025.

[SunilS419296961]

Unable to access the link. How can view your hyperlink attached in this ticket?

[varunagarwal83]

@SaurabGidwani 

I came across this KB and was able to successfully complete the forwarding setup on my ServiceNow instance. However, I am now encountering another issue. While the tools are exposed and can be consumed, they are not returning relevant data and instead respond with default information. I currently have another ticket open with ServiceNow for this problem, and I believe it may be related to an access‑level configuration on the tools. I did not find any documentation addressing this behavior. I will update this post once I receive a resolution from support.

[SaurabGidwani]

Thanks for confirming @varunagarwal83, May I know if support team was able to help you on the forwarding setup or you had to go another route? and do you have the steps needs to configure forwarding or it was done by backend team?

[varunagarwal83]

@SaurabGidwani yes support team helped on the forwarding setup. I am not aware of the any other route.

[arielgritti]

Hi @varunagarwal83 
Same here. I opened a case because "Incident Summarization" published by a MCP Server was returning always the same summary (not related to the incident used as input parameter). ServiceNow Support was able to fix it.

My current issue is: 403 forbidden when calling the AI skill from a MCP client (Postman or MS Copilot). Did you make any change to OOTB configuration to make it work?

Thanks,
Ariel