---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Manage request items

# Manage request items using the ITSM MCP Server {#ariaid-title1}

Release version: Australia  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
Use the ITSM MCP Server to create incidents, check the status of your own incidents and requested items, and escalate incidents. Add comments through an MCP client application such as Moveworks or Claude.

## Before you begin

Role required: authenticated user  
Note:  
An authenticated user is either a caller on an incident record or a requested for user on the requested item record. You can access only tickets where you're the caller or requester.

## About this task

For information on tools, see [ITSM MCP Server tools reference](https://www.servicenow.com/docs/VOEvrxhAT2Ty9FKP3DB0AQ "Reference for all tools available in the ITSM MCP Server, organized by functional area: incident management, change management, and employee experience.").

## Procedure

1. Open your MCP client application such as Moveworks or Claude, that is connected to your ServiceNow instance using the ITSM MCP Server.  
   Your system administrator configures this integration during setup.
2. To create or manage your own tickets, use the corresponding tools.  
   The ITSM MCP Server uses five tools to handle the employee experience.  
   The MCP client application automatically selects the right tool. The following examples show prompts for each tool.  
   Note:  
   The tools enforce ownership. You can access only tickets where you are the caller or requester.

   1. requester.create_incident: Create an incident through a guided workflow that searches for self-service solutions, redirects to matching catalog items, and detects duplicate incidents
   before creating a ticket.
   :
       Note:  
       This tool uses the [Create incident AI agent](https://www.servicenow.com/docs/access?context=itsm-create-incident-ai-agent&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) as an MCP tool. To configure, see [Configure an AI agent as an MCP tool](https://www.servicenow.com/docs/MCNdR_YmNHKrME9UTz9Few "Enable an AI agent to be discoverable and accessible as an MCP tool by configuring authentication, communication mode, and third-party access settings.").
   :   Example prompts:
       * "Create an incident. My laptop won't start."
       * "I need to log an issue. My VPN keeps disconnecting."
       * "File a ticket. I can't access my email."
       {#manage-employee-experience-itsm-mcp-server__ul_create_incident_prompts}

   2. requester.check_status: Check the status and details of your own incidents and requested items.
   :   Example prompts:
       * "What is the status of INC0123456?"
       * "Show me details for RITM0123456."
       * "What is the status of my VPN ticket?"
       * "Show me all my open requests."
       {#manage-employee-experience-itsm-mcp-server__ul_check_status_prompts}

   3. request.modify: Add a customer-visible comment to your requested item.
   :   Example prompts: "Add a comment to RITM0123456: The issue persists after the fix."  
       Important:  
       * Incident numbers are rejected. To add a comment to an incident, use incident.modify instead -- see [Manage incidents using the ITSM MCP Server](https://www.servicenow.com/docs/9iLGrQzcbuF7iTiJ1V7zCQ "Use the ITSM MCP Server to retrieve and update incident details, find similar incidents, and look up assignment groups. Ask complex multi-hop questions through an MCP client application such as Moveworks or Claude.").
       * Comments are customer-visible only. Work notes aren't accessible to requesters. You can't add comments to closed or canceled tickets.
       {#manage-employee-experience-itsm-mcp-server__ul_ghy_msp_rkc}

   4. task_approval_decision: Approve or reject the caller's oldest pending approval on a request item.
   :   Example prompts:
       * "Approve RITM1359964."
       * "Reject RITM1359964."
       {#manage-employee-experience-itsm-mcp-server__ul_smy_j55_hkc}
3. Review the MCP client application response.  
   The MCP client application retrieves data from your ServiceNow instance and presents it in the chat. The response includes only data from tickets you own.
{#manage-employee-experience-itsm-mcp-server__steps_emp_xpe_sjc}

## What to do next

After using the ITSM MCP Server to create or manage a ticket, you can confirm the changes in the Employee Center.