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ft:publication_title :

    - Store Version History Release Notes

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# ITSM MCP Server release notes

# ITSM MCP Server release notes {#ariaid-title1}

Release version: Store  
Updated October 8, 2026  
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## Summary of ITSM MCP Server release notes

The ITSM MCP Server application on the ServiceNow Store enables integration of incident, change, and request management capabilities with MCP-compatible AI clients.
Built on the ServiceNow platform framework, it provides a standardized interface for AI tools like Claude, CoPilot, and others to interact with ITSM data and processes.
The plugin depends on Now Assist to leverage the ServiceNow AI platform and reuses existing tools to extend functionality across ITSM domains.
Its design supports a tiered rollout starting with Incident Management, with later expansion to Change and Request Management.
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## Key Features in Version 3.3.2 (October 2026)

* **Knowledge Article Integration:** AI assistants can attach relevant knowledge articles to incidents, retrieve full article content, and find similar articles using natural language descriptions.
* **Catalog Item Lookup:** Users can ask AI to locate appropriate service catalog items by describing their needs, eliminating manual browsing.
* **Change Management Enhancements:** Retrieve related change records including approvals, tasks, affected CIs, linked incidents, and outages in a single response. Multi-criteria change search enables complex queries in one call.
* **Approval Actions:** Approve or reject change and request tasks directly through AI assistants.
* **Improved Role Support:** Incident tools are now accessible to users with incident read or write roles without requiring the itil role, enabling requesters and stakeholders to engage without elevated permissions.
* **Group Lookup by Name:** AI assistants can find assignment groups via name, simplifying user experience.
* **Broader AI Client Compatibility:** Validation against multiple AI clients (Claude Desktop, Codex, Copilot) ensures flexibility across tools.
* **Performance Improvements:** Faster incident escalation by reducing calls to external tools.

## Fixes and Improvements

* Assignment eligibility checks restored when assigning incidents by user identifier.
* Consistent results in knowledge graph queries involving catalog and requested items.
* Incident detail requests now succeed for users with read or write roles without work note access.
* Corrected labels and date formatting in on-call next shift responses.
* Work notes and comments passed during change task updates are properly saved.

## Key Outcomes for ServiceNow Customers

Customers leveraging ITSM MCP Server can expect streamlined AI-assisted interactions with ITSM records, allowing natural language queries and actions like attaching knowledge articles, approving tasks, and searching catalog items. Enhanced role support and faster operations improve usability for a broader user base, including requesters and read-only stakeholders. The integration with multiple AI clients and adherence to ServiceNow's platform security and API standards ensure a robust, flexible solution that aligns with ServiceNow's AI strategy and facilitates efficient ITSM workflows.  
Version history for the ServiceNow® ITSM MCP Server application on the ServiceNow Store.
Important:  
For details on system requirements and family compatibility, view the application listing on the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website.

## Version history {#store-rn-itsm-mcp-server__section_ux5_nqx_lkc}

Version 3.3.2 - October 2026
:
    * New:
      * Attach a knowledge article to an incident (incident.attach_kb) --- Ask your AI assistant to attach a relevant KB article to an incident, so the guidance that resolved it is captured on the record without leaving the conversation.
      * Knowledge article details (incident.get_kb_details) --- Ask for the full content of a knowledge article and get the complete context back in the conversation, not just a title and link.
      * Find similar knowledge articles (incident.search_similar_kb) --- Describe a problem in your own words and get semantically matched KB articles, without needing to know the right keywords or article numbers.
      * Catalog item lookup (lookup_catalog) --- Ask your AI assistant to find the right service catalog item by describing what you need, instead of browsing the catalog yourself.
      * Change related records (change.relation) --- Ask what's connected to a change and get its approvals, change tasks, affected CIs and services, linked incidents, and outages in one response.
      * Approval decisions (task_approval_decision) --- Approve or reject change and request tasks directly through your AI assistant, across both change and request approvals.
      {#store-rn-itsm-mcp-server__ul_g1b_btd_tkc}
    * Changed:
      * Requester identity in knowledge graph queries (itsm_knowledge_graph) --- Knowledge graph queries now capture requester identity accurately, so questions scoped to your own incidents and requests return the right records.
      * Faster escalations (escalate_incident) --- Escalating an incident no longer requires the assistant to call other tools first, so the escalation completes in fewer steps.
      * Multi-criteria change search (change.query) --- Search changes across several criteria in a single call instead of chaining separate queries, replacing the previous separate search and aggregate operations.
      * Incident tools available without the itil role --- Incident tools now work for identities holding only incident read or incident write roles, so requesters and read-only stakeholders can use them without elevated access.
      * Group lookup by name --- Ask your AI assistant to find an assignment group by name rather than needing its identifier.
      * Broader AI client support for change tools --- Change management tools are validated against additional clients including Claude Desktop, Codex, and Copilot.
      {#store-rn-itsm-mcp-server__ul_tqc_ctd_tkc}
    * Fixed:
      * Assigning an incident by user identifier through the Modify Incident tool no longer skips the assignment eligibility check that already applied to name-based lookups.
      * Knowledge graph queries involving catalog items and requested items no longer intermittently return empty results for repeated identical questions.
      * Requesting incident details no longer fails with an error for callers who hold only incident read or incident write roles and cannot read work notes.
      * Labels and date formatting in the on-call next shift response are corrected.
      * Work notes and comments passed to the change task update operation are now saved to the record.
      {#store-rn-itsm-mcp-server__ul_ew5_ctd_tkc}

Version 3.2.2 - September 2026
:
    * ITSM MCP Server is built on the ServiceNow platform framework that exposes incident, change, and request management capabilities to any MCP-compatible AI client. The server is packaged as an ITSM MCP plugin with a dependency on Now Assist, providing a standardized integration surface for external AI tools.
    * Key Design Principles
      * Tiered rollout: Start with Incident Management (minimum commitment), expand to Change and Request Management
      * Platform-native: Built on ServiceNow's platform framework, leveraging existing APIs and security model
      * Clear server purpose: Descriptive server identity and tool descriptions so MCP clients (e.g., Claude, CoPilot) can effectively discover and match capabilities
      * Now Assist for ITSM dependency: Plugin requires Now Assist capabilities, aligning with the ServiceNow AI platform strategy
      * Existing tool reuse: Incorporate existing incident-related tools from prior work (Now Assist skills, Moveworks Service Operations Assistant for Fulfillers) and extend with change/request tools
      {#store-rn-itsm-mcp-server__ul_ecn_nrx_lkc}
    * MCP client should be able to query any information within the context of an incident.
    {#store-rn-itsm-mcp-server__ul_ybb_nrx_lkc}