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Reference design: ServiceNow or Jira at the centre, rConfig evidence on every ticket

A reference design where an AI agent links rConfig and your ITSM tool, attaching config evidence to change and incident tickets in ServiceNow or Jira.

Iris: AI CenterReference designUpdated
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Reference design: ServiceNow or Jira at the centre, rConfig evidence on every ticket

In organisations where every change and incident lives in an ITSM tool, the most useful AI isn’t a chat window. It’s evidence that appears on the ticket: what changed, whether it matched the plan, which devices are involved. In this design an agent sits between rConfig and ServiceNow or Jira, and its output lands where change managers and incident leads already look.

What it looks like

flowchart LR
    RC["rConfig"] -- "webhooks:<br/>config.changed,<br/>compliance.device_failed" --> N["n8n / service"]
    N --> A["AI agent"]
    A -- "MCP, read-only" --> RC
    A -- "MCP: read tickets,<br/>add notes" --> T["ServiceNow / Jira"]
    E["Change manager,<br/>incident lead"] --> T
Flow Trigger Ticket gets
Change verification Change window closes Matched, missing and unplanned lines per device. See change window verification
Change narration config.changed webhook A plain-English summary, linked to an open change if one matches. See event-driven narration
Compliance drift compliance.device_failed webhook Which policy started failing, the reason, and the config lines behind it
Incident enrichment Incident created for a device Recent config changes and current compliance for the affected devices

Write boundaries

The design depends on keeping writes small and visible.

  • rConfig: read-only, always. The MCP server has no write tools.
  • ITSM: the agent’s identity may add notes or comments. It may not approve, close, reassign or reschedule.
  • Everything the agent writes is labelled as generated, so reviewers know what they’re reading.

Identities

Tool Identity Rights
rConfig Service user with a scoped role MCP read (devices in scope only)
ServiceNow / Jira Integration user Read changes and incidents, add work notes or comments
n8n or service Holds both credentials in its secret store None of its own

Frequently asked questions

How does rConfig connect to ServiceNow or Jira with AI?

Through an AI agent connected to both over MCP, or through rConfig webhooks into an n8n workflow. The agent reads tickets, gets config history and diffs from rConfig, and writes its findings back as ticket notes.

What may the agent write in the ITSM tool?

Keep it to notes or comments on existing tickets. Approving, closing and rescheduling changes should stay with people.

Do we need an agent for this, or are webhooks enough?

rConfig webhooks can open or update tickets on their own. The agent adds explanation: what a change does, whether it matches the plan, which devices an incident touches.

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