ServiceNow HRSD MCP Server

Create a powerful Model Context Protocol (MCP) server for ServiceNow HR Service Delivery in minutes with our AI Gateway. This guide walks you through setting up seamless HR operations integration with enterprise-grade security and instant OAuth authentication.

About ServiceNow HRSD API

ServiceNow HRSD transforms HR service delivery by providing a single system of engagement for employees. The API enables programmatic access to HR cases, knowledge management, employee onboarding, and lifecycle events across your organization.

Key Capabilities

• HR Case Management: Employee inquiries and requests
• Employee Onboarding: New hire workflows
• Lifecycle Events: Promotions, transfers, terminations
• HR Knowledge Base: Self-service articles
• Document Management: HR document requests
• Employee Portal: Self-service capabilities
• HR Analytics: Workforce insights
• Integration Hub: HRIS connectivity

API Features

• REST API: HR-specific endpoints
• Employee Service API: Specialized operations
• Workflow API: Lifecycle automation
• OAuth 2.0: Enterprise authentication
• Document API: File management
• Portal API: Employee self-service
• Reporting API: HR analytics
• Integration API: Third-party HRIS

What You Can Do with ServiceNow HRSD MCP Server

The MCP server transforms ServiceNow HRSD's API into a natural language interface, enabling AI agents to:

HR Case Management

• Case Operations

  • "Create HR case for benefits inquiry"
  • "Update case with employee response"
  • "Escalate urgent HR matters"
  • "Close resolved cases from payroll"

• Case Categories

  • "Route benefits questions to specialists"
  • "Handle leave of absence requests"
  • "Process compensation inquiries"
  • "Manage workplace concerns"

• Case Search

  • "Show all open cases for employee"
  • "Find policy-related inquiries"
  • "List cases by department"
  • "Search similar HR issues"

Employee Lifecycle Management

• Onboarding

  • "Start onboarding for new hire"
  • "Assign onboarding tasks"
  • "Track orientation progress"
  • "Generate welcome packet"

• Transfers & Promotions

  • "Process internal transfer"
  • "Update role and compensation"
  • "Reassign equipment and access"
  • "Notify relevant departments"

• Offboarding

  • "Initiate separation workflow"
  • "Schedule exit interview"
  • "Process final paycheck"
  • "Manage knowledge transfer"

Document Management

• Document Requests

  • "Generate employment verification"
  • "Provide salary confirmation letter"
  • "Issue experience certificate"
  • "Create custom HR letters"

• Document Repository

  • "Upload employee documents"
  • "Manage document expiry"
  • "Track document versions"
  • "Ensure compliance storage"

• Digital Forms

  • "Create leave request form"
  • "Process expense claims"
  • "Handle time-off requests"
  • "Manage benefit enrollments"

HR Knowledge Base

• Article Management

  • "Create benefits guide"
  • "Update leave policy"
  • "Publish FAQ articles"
  • "Document procedures"

• Self-Service Content

  • "How to submit timesheet"
  • "Vacation policy details"
  • "Insurance enrollment steps"
  • "Remote work guidelines"

• Search & Discovery

  • "Find parental leave policy"
  • "Search retirement benefits"
  • "Locate forms and documents"
  • "Browse by category"

Employee Services Portal

• Portal Features

  • "Submit time-off request"
  • "View pay statements"
  • "Update personal information"
  • "Access company directory"

• Service Catalog

  • "Request equipment"
  • "Book conference rooms"
  • "Order business cards"
  • "Schedule training"

• Employee Communications

  • "Post announcements"
  • "Share policy updates"
  • "Distribute newsletters"
  • "Send targeted messages"

Benefits Administration

• Enrollment Management

  • "Open enrollment processing"
  • "Add qualifying life events"
  • "Update benefit selections"
  • "Calculate premiums"

• Benefits Tracking

  • "Monitor enrollment status"
  • "Track benefit usage"
  • "Manage dependents"
  • "Process claims"

• Vendor Integration

  • "Sync with insurance providers"
  • "Update carrier information"
  • "Process eligibility files"
  • "Handle billing reconciliation"

Time & Attendance

• Time Tracking

  • "Submit timesheet entries"
  • "Approve team timesheets"
  • "Track overtime hours"
  • "Monitor attendance"

• Leave Management

  • "Request vacation days"
  • "Check leave balance"
  • "Approve time-off requests"
  • "Track sick leave"

• Schedule Management

  • "View work schedules"
  • "Request shift changes"
  • "Manage on-call rotations"
  • "Handle coverage requests"

HR Analytics & Reporting

• Workforce Analytics

  • "Generate headcount reports"
  • "Track turnover rates"
  • "Analyze demographics"
  • "Monitor engagement scores"

• Service Metrics

  • "HR case resolution time"
  • "Employee satisfaction scores"
  • "Portal usage statistics"
  • "Knowledge article effectiveness"

• Compliance Reporting

  • "EEO compliance reports"
  • "Audit trail documentation"
  • "Policy acknowledgments"
  • "Training completion rates"

Prerequisites

• Access to Cequence AI Gateway
• ServiceNow instance with HRSD module
• Admin role in ServiceNow
• OAuth application registration

Step 1: Configure ServiceNow OAuth

1.1 Create OAuth Application

1. Log in to your ServiceNow instance
2. Navigate to System OAuth Application Registry
3. Click New Create an OAuth API endpoint

1.2 Configure OAuth Settings

1. Fill in application details:

   • Name: "AI Gateway HRSD MCP"
   • Client ID: Auto-generated
   • Client Secret: Click to generate

2. Set OAuth parameters:

   • Redirect URL:

     https://auth.aigateway.cequence.ai/v1/outbound/oauth/callback

   • Access Token Lifespan: 3600
   • Refresh Token Lifespan: 86400

1.3 Configure HRSD-Specific Settings

1. Enable HRSD application scope
2. Configure employee portal access
3. Set HR agent permissions
4. Enable document APIs

1.4 Set Permissions

1. Grant HRSD table access
2. Configure portal permissions
3. Set knowledge base access
4. Enable reporting APIs

Step 2-4: Standard Setup

Follow standard steps to access AI Gateway, find ServiceNow HRSD API, and create MCP server.

Step 5: Configure API Endpoints

1. Base URL: https://{instance}.service-now.com/api
2. Select HRSD endpoints:
   • HR case endpoints
   • Employee lifecycle endpoints
   • Document endpoints
   • Portal endpoints
3. Click Next

Step 6: MCP Server Configuration

1. Name: "ServiceNow HRSD"
2. Description: "HR Service Delivery platform"
3. Configure production mode
4. Click Next

Step 7: Configure Authentication

1. Authentication Type: OAuth 2.0
2. Instance Name: Your ServiceNow instance
3. Authorization URL:

   https://{instance}.service-now.com/oauth/authorize

4. Token URL:

   https://{instance}.service-now.com/oauth_token.do

5. Enter Client ID and Secret
6. Select required scopes

Available ServiceNow HRSD OAuth Scopes

Core HRSD Scopes

• hrsd:read

  • Read HR cases
  • View employee data
  • Access knowledge base
  • Read documents

• hrsd:write

  • Create and update cases
  • Manage employee records
  • Upload documents
  • Update portal content

• hrsd:admin

  • Configure workflows
  • Manage integrations
  • Set up automation
  • Administrative tasks

Feature-Specific Scopes

• HR Case Management

  • sn_hr_core_case - HR case operations
  • sn_hr_core_task - HR tasks
  • hr_profile - Employee profiles

• Lifecycle Events

  • sn_hr_le_case - Lifecycle cases
  • sn_hr_core_profile - Profile updates
  • sys_user - User records

• Benefits & Time

  • sn_hr_core_benefit - Benefits data
  • time_card - Time entries
  • schedule_entry - Schedules

Recommended Scope Combinations

For HR Services:

hrsd:read
hrsd:write
sn_hr_core_case
hr_profile
kb_knowledge
sp_portal

For Full HRSD:

hrsd:read
hrsd:write
hrsd:admin
sn_hr_core_case
sn_hr_le_case
hr_profile
sn_hr_core_benefit
time_card
kb_knowledge

Step 8-10: Complete Setup

Configure security, choose deployment, and deploy.

Using Your ServiceNow HRSD MCP Server

With Claude Desktop

{
  "servers": {
    "servicenow-hrsd": {
      "url": "your-mcp-server-url",
      "auth": {
        "type": "oauth2",
        "client_id": "your-client-id",
        "instance": "your-instance"
      }
    }
  }
}

Natural Language Commands

• "Create HR case for maternity leave inquiry"
• "Start onboarding for John Smith starting Monday"
• "Generate employment verification letter"
• "Show all open benefits enrollment cases"
• "Check vacation balance for employee"

API Integration Example

// Initialize MCP client
const mcpClient = new MCPClient({
  serverUrl: 'your-mcp-server-url',
  auth: {
    type: 'oauth2',
    token: 'access-token'
  }
});

// Create HR case
const hrCase = await mcpClient.servicenow.hrCases.create({
  short_description: 'Request for parental leave information',
  description: 'Employee inquiring about parental leave policy and process',
  hr_service: 'Benefits',
  category: 'Leave',
  subcategory: 'Parental Leave',
  employee: 'employee-sys-id',
  priority: '3',
  assignment_group: 'HR Benefits Team'
});

// Start onboarding
const onboarding = await mcpClient.servicenow.lifecycle.startOnboarding({
  employee: {
    first_name: 'John',
    last_name: 'Smith',
    email: 'john.smith@company.com',
    start_date: '2025-02-01',
    department: 'Engineering',
    manager: 'manager-sys-id',
    position: 'Senior Developer'
  },
  tasks: [
    'Prepare workspace',
    'Order equipment',
    'Schedule orientation',
    'Setup IT accounts',
    'Benefits enrollment'
  ]
});

// Generate document
const document = await mcpClient.servicenow.documents.generate({
  template: 'employment_verification',
  employee: 'employee-sys-id',
  data: {
    purpose: 'Mortgage Application',
    include_salary: true,
    include_dates: true,
    requester: 'Bank of America'
  }
});

// Submit time-off request
const timeOffRequest = await mcpClient.servicenow.timeOff.request({
  employee: 'employee-sys-id',
  type: 'Vacation',
  start_date: '2025-03-15',
  end_date: '2025-03-22',
  hours: 40,
  reason: 'Family vacation',
  coverage: 'team-member-sys-id'
});

// Update benefits enrollment
const enrollment = await mcpClient.servicenow.benefits.updateEnrollment({
  employee: 'employee-sys-id',
  enrollment_period: '2025_open_enrollment',
  selections: {
    medical: 'PPO_family',
    dental: 'enhanced_plan',
    vision: 'standard',
    retirement_401k: {
      contribution_percent: 10,
      investment_selections: [
        { fund: 'target_2055', percent: 100 }
      ]
    },
    life_insurance: '2x_salary',
    dependents: [
      {
        name: 'Jane Smith',
        relationship: 'Spouse',
        dob: '1990-05-15'
      }
    ]
  }
});

// Search knowledge base
const articles = await mcpClient.servicenow.knowledge.searchHR({
  query: 'remote work policy',
  category: 'Policies',
  audience: 'all_employees',
  published: true
});

// Get HR analytics
const metrics = await mcpClient.servicenow.analytics.getHRMetrics({
  period: 'last_quarter',
  metrics: [
    'case_volume',
    'avg_resolution_time',
    'employee_satisfaction',
    'self_service_adoption'
  ],
  group_by: 'hr_service'
});

Common Use Cases

Employee Services

• HR case management
• Self-service portal
• Document generation
• Policy inquiries

Lifecycle Management

• Onboarding automation
• Transfer processing
• Offboarding workflows
• Role changes

Benefits & Compensation

• Open enrollment
• Benefits inquiries
• Compensation changes
• Leave management

HR Operations

• Process automation
• Compliance tracking
• Analytics reporting
• Integration management

Security Best Practices

1. OAuth Security:

   • Use minimal required scopes
   • Implement token rotation
   • Monitor API usage
   • Set IP restrictions

2. Data Protection:

   • Encrypt sensitive HR data
   • Implement PII masking
   • Audit data access
   • Use secure channels

3. Access Control:

   • Role-based permissions
   • Employee data isolation
   • Manager hierarchies
   • Compliance controls

Troubleshooting

Common Issues

1. Authentication Errors

   • Verify OAuth configuration
   • Check instance URL
   • Validate credentials
   • Review scope permissions

2. Case Creation Issues

   • Check required fields
   • Verify HR services
   • Review assignment rules
   • Validate categories

3. Portal Problems

   • Check employee permissions
   • Verify portal access
   • Review content approval
   • Test authentication

Getting Help

• Documentation: AI Gateway Docs
• Support: support@cequence.ai
• ServiceNow Docs: docs.servicenow.com/hrsd

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