Troubleshooting Automation with Claude

What you will be able to do

• Explain the incident-to-resolution workflow in ServiceNow and where an agent can and cannot act
• Set up Claude Code, the Claude Agent SDK and MCP servers scoped to incident triage with read-only tools by default
• Pull incidents through the ServiceNow Table API, draft the acknowledgement mail and ask for the primary troubleshooting details that are missing
• Collect typed evidence from F5, NetScaler, Radware, other load balancers (Anaya LB) and Cisco ACI and have Claude suggest ranked CLI troubleshooting steps as structured JSON
• Enforce read-only versus state-changing command classes, human approval and a full audit trail into ServiceNow work notes
• Generate and post the reason, action and next action template and ship a tested troubleshooting page

Table of contents

1. 1The troubleshooting workflow and the ServiceNow incident lifecycle
2. 2Setting up Claude Code, the Agent SDK and MCP for incident triage
3. 3Incident intake through the Table API and the acknowledgement mail
4. 4Evidence collection from load balancers and ACI
5. 5Claude suggests troubleshooting steps as structured JSON
6. 6Guardrails, approvals and audit for incident automation
7. 7Running approved steps and reading the result
8. 8The reason, action and next action template
9. 9The troubleshooting page: service, tests and delivery
10. 10Capstone: incident to resolution note, end to end