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Agent skill

Service Itsm Agentic Setup Incident Management

by forcedotcom in forcedotcom/sf-skills

Orchestrator for Incident Management setup in Service Cloud ITSM: presents the features, tracks progress, and configures each — SLA & Milestones, Priority Matrix, Incident preferences, Major…

Apache-2.0Auto-check passedDevOps & Cloud

Install Service Itsm Agentic Setup Incident Management

skills CLI
$ npx skills add forcedotcom/sf-skills --skill service-itsm-agentic-setup-incident-management -a claude-code

Project install by default; add -g for ~/.claude/skills/.

GitHub CLI
$ gh skill install forcedotcom/sf-skills service-itsm-agentic-setup-incident-management --agent claude-code

Project scope by default; add --scope user for a personal install. Needs GitHub CLI 2.90.0 or later (public preview).

Manual copy
$ git clone --depth 1 https://github.com/forcedotcom/sf-skills.git skills-src && mkdir -p .claude/skills && cp -r skills-src/skills/service-itsm-agentic-setup-incident-management .claude/skills/service-itsm-agentic-setup-incident-management && rm -rf skills-src

Use ~/.claude/skills/ instead of .claude/skills for a personal install. The folder must contain SKILL.md.

Claude Code skills documentation · loads skills from .claude/skills/

Facts

Skill name
service-itsm-agentic-setup-incident-management
GitHub stars
1.1k
Token cost
~4.2k tokens
SKILL.md length
1,967 words
Files
6 (incl. references)
Skills in repo
252
Repo updated
First seen
Licence
Apache-2.0

At a glance

Orchestrator for Incident Management setup in Service Cloud ITSM: presents the features, tracks progress, and configures each — SLA & Milestones, Priority Matrix, Incident preferences, Major…

  • Works in 7 steps: Reuse what the session already knows → Extract context from conversation → Ensure the Incident Management master… → …
  • Configure incident management
  • SKILL.md covers Goal, How each feature is handled, Behavior and Critical inline-execution…, plus 4 more sections
  • Instructions only: no scripts, shell commands, URLs or credentials in SKILL.md

What it does

Service Itsm Agentic Setup Incident Management is an agent skill from forcedotcom/sf-skills. Orchestrator for Incident Management setup in Service Cloud ITSM: presents the features, tracks progress, and configures each — SLA & Milestones, Priority Matrix, Incident preferences, Major Incident Management, Incident persona PSG assignment, Service Management Privilege, and Incident audit tracking. Use for: set up or configure incident management, incident management walkthrough, what incident features can I configure; the incident preference toggles (default field validations, auto-close child incidents…

Its SKILL.md is about 4.2k tokens, which your agent loads only when the skill is triggered. The skill folder holds 7 other files, including reference files (for example `examples/output-templates.md`, `references/incident-persona-psg.md` and `references/incident-preferences.md`).

It sits in DevOps & Cloud, covering Incident response. It works with Salesforce. The repository describes itself as: Salesforce's curated collection of agent skills for building applications. Optimized for Agentforce Vibes, compatible with all AI tools. The licence is Apache-2.0.

When your agent uses it

  • Configure incident management
  • Incident management walkthrough
  • What incident features can I configure
  • The incident preference toggles (default field validations

Example prompts

  • “/service-itsm-agentic-setup-incident-management”

Requirements

  • Pre-approved tools (allowed-tools): Read, AskUserQuestion, mcp__headless-360__discover, mcp__headless-360__describe, mcp__headless-360__dispatch, mcp__headless-360__dispatch_readonly

Workflow steps

7 steps, taken from the step headings in SKILL.md.

  1. Reuse what the session already knows
  2. Extract context from conversation
  3. Ensure the Incident Management master switch is on (prerequisite)
  4. Present the feature menu as a multi-select
  5. Handle each selected feature in order
  6. After each feature completes
  7. Completion summary

What it can do on your machine

Read from SKILL.md and the folder at commit 4bbae5c. It shows what the files ask for, not the result of running them.

  • Tool permissions

    Pre-approves these tools, so the agent can use them without asking each time:

    • Read
    • AskUserQuestion
    • mcp__headless-360__discover
    • mcp__headless-360__describe
    • mcp__headless-360__dispatch
    • mcp__headless-360__dispatch_readonly

    From allowed-tools in the SKILL.md frontmatter.

  • Runs code

    No scripts in the folder and no shell commands in SKILL.md.

    From the folder's file list and the shell code blocks in SKILL.md.

  • Network

    No URLs in SKILL.md.

    From URLs in SKILL.md, links to its own repository left out.

  • Credentials

    Names no API keys, tokens, secrets or passwords.

    From names ending in _API_KEY, _TOKEN, _SECRET, _KEY or _PASSWORD in SKILL.md.

Context cost

Service Itsm Agentic Setup Incident Management loads about 4.2k tokens when it runs, and up to ~14k if it reads all its reference files. Until then it costs about 267 tokens; SKILL.md has 1,967 words of instructions outside code blocks.

Always · name and description, kept in context so the agent knows when to use it
~267
When it runs · the whole SKILL.md, loaded when a task matches
~4.2k
With references · SKILL.md plus every file in references/, read only if the agent opens them
~14k

Estimates: characters ÷ 4, the usual rule of thumb; real counts depend on the model's tokenizer. Scripts and assets cost tokens only if the agent reads them.

Safety

Auto-check passed

The automated check found no risky patterns in SKILL.md.

Automated static check — not a guarantee. Review scripts before installing. It scans the text of SKILL.md for risky patterns (piping downloads into a shell, reading credential files, hidden Unicode, destructive commands); files beside SKILL.md are not scanned.

SKILL.md

The full file from forcedotcom/sf-skills at commit 4bbae5c, republished under its Apache-2.0 licence (© forcedotcom). 1,967 words, ~4,196 tokens.

Download SKILL.mdSave it as .claude/skills/service-itsm-agentic-setup-incident-management/SKILL.md (or your agent's skills folder). This skill also uses 5 other files; get the full folder from GitHub.
name
service-itsm-agentic-setup-incident-management
description
Orchestrator for Incident Management setup in Service Cloud ITSM: presents the features, tracks progress, and configures each — SLA & Milestones, Priority Matrix, Incident preferences, Major Incident Management, Incident persona PSG assignment, Service Management Privilege, and Incident audit tracking. Use for: set up or configure incident management, incident management walkthrough, what incident features can I configure; the incident preference toggles (default field validations, auto-close child incidents, auto-triage, assign with Einstein, restrict assigned group, rich text descriptions); Major Incident Management (approval group + MIM preferences); assigning the Incident Fulfiller or Incident Manager persona PSG; Service Management Privilege / privilege escalation setup. DO NOT TRIGGER for: the master on/off switch (service-itsm-incident-mgmt-configure), the Priority Matrix, SLA, or field history tracking alone, the Major Incident Manager PSG, creating/editing PSGs, or Problem/Change/Case Management.
allowed-tools
Read, AskUserQuestion, mcp__headless-360__discover, mcp__headless-360__describe, mcp__headless-360__dispatch, mcp__headless-360__dispatch_readonly
metadata.version
2.1
metadata.domains
Service
metadata.minApiVersion
67.0
metadata.relatedSkills
dx-org-permission-set-assign, service-itsm-agentic-setup-cmdb-access-assign, service-itsm-agentic-setup-incident-sla-configure…

Incident Management Setup Orchestrator

Guide the user through setting up Incident Management features in Salesforce Service Cloud ITSM by presenting the available capabilities, tracking progress, and — per feature — either delegating it (to a specialized child skill, or to a Setup Operation Recipe (SOR) whose own steps this skill follows), or executing it inline from this skill's reference file over its SOR.

Goal

Act as the coordinator for Incident Management feature configuration. Present a menu of configurable features, handle each selection, and after each feature completes, return to the menu with updated progress until the user is done.

How each feature is handled

#FeatureHandled by
1SLA & MilestonesDelegate → service-itsm-agentic-setup-incident-sla-configure
2Priority MatrixDelegate → service-itsm-incident-priority-configure
3Incident PreferencesInline over SOR → references/incident-preferences.md
4Major Incident ManagementInline over SOR → references/major-incident-management.md
5Incident Persona PSGInline over SOR → references/incident-persona-psg.md
6Service Management PrivilegeInline over SOR → references/service-mgmt-privilege.md
7Audit TrackingDelegate → FieldHistoryTracking (the Field History Tracking SOR)

Delegated features hand off to their child skill or SOR. A child skill runs its own confirmations and read-backs, so this skill only coordinates. A SOR is a recipe, not an agent: for a SOR hand-off this skill runs the SOR's steps itself and owns the confirmation and read-back (see Audit Tracking below). Inline features are run by this skill directly through the headless-360 MCP server — read the matching reference file before executing that feature and follow it. Every inline operation is fetched at runtime: discover by intent, describe for the current route/schema/labels, then dispatch_readonly (reads) / dispatch (writes). Hardcode nothing — describe wins.

Audit Tracking is delegated to the Field History Tracking SOR. This skill has no reference file for it and re-derives none of its steps — the SOR's own steps and guidance decide how. This skill runs them and owns the user-facing gates:

  1. discover the SOR by intent (e.g. "field history tracking") and describe the id discover returns (FieldHistoryTracking). Judge availability by what the calls return, not by a step's status label — a step labelled proposed may still be served. A discover miss or a 401/403/404 means the surface isn't available to this user or org: surface it and stop.
  2. Use the Incident fields the user already named, or ask which fields to track if the choice is missing or ambiguous, plus anything else describe says it needs. If the user chooses no fields, leave the feature Not done and stop; do not treat an empty choice as already configured.
  3. Through the SOR, check Setup access, read Incident with get-single-entity-data-with-metadata, and get its per-object tracked-field limit. Use the returned tracking flag, field labels, canBeTracked values, current tracked set, and fieldEnumOrId keys to resolve the user's choices; do not guess field keys.
  4. The save replaces the object's whole tracked-field set, so send the union of what's already tracked and the chosen fields using their returned keys, with Incident's object-level tracking flag on — never drop an already-tracked field unless the user asks. If a chosen field can't be tracked, or the union would exceed the limit, say so plainly; never untrack another field to make room. Report it as done with no write only if the nonempty chosen set is already tracked and Incident's object-level tracking is on. If the fields are selected but that flag is off, the change still needs a save.
  5. Show the exact final tracked-field list by field label (disambiguate matching labels) in either case. Before any save, also show that object-level tracking will be enabled and get an explicit yes (AskUserQuestion) for that plan; when the user already named the fields, this confirms the selection.
  6. After any save, read Incident's tracked fields back through the SOR. Mark the feature Done only when the live read (for the no-write case) or post-save read-back shows Incident's object-level tracking on, the chosen fields tracked, and no field dropped that the user didn't ask to drop — a save response alone is not proof.

Behavior

0. Reuse what the session already knows

Before running any preflight below, check whether the same fact was already established earlier in this conversation. Cache-eligible: the master switch state (reuse only when confirmed enabled; a cached "off" MUST NOT let step 2 skip), already-completed features (stay "Done"; don't re-run unless asked to reconfigure), and the target org. When in doubt, re-check. Skip only when the earlier fact is unambiguously in context AND you have not switched orgs — a wrong skip on a live write is worse than a duplicated read.

1. Extract context from conversation

Scan chat history for which features are already done, any stated preferences/constraints, the target org, and business context that informs which features are relevant.

2. Ensure the Incident Management master switch is on (prerequisite)

Every feature below depends on the org-level service-cloud-itsm-incident master switch being enabled. Before showing the menu, delegate to service-itsm-incident-mgmt-configure to read current state; if on, it is a no-op — otherwise it confirms with the user before flipping it. Skip only when the master switch was already confirmed enabled in this session (see step 0). A cached "off"/unknown state MUST fall through to the delegation.

3. Present the feature menu as a multi-select

Emit the Feature menu template from examples/output-templates.md AND, in the same response, a single AskUserQuestion (multiSelect: true) whose options mirror the rendered rows — the table is the visual view; the tool call collects the selection. Both MUST appear together. Selecting one feature is valid; several enqueue for sequential handling in step 4.

4. Handle each selected feature in order

Handle selected features sequentially in dependency order (or the order given). For each: if it is a delegated feature, hand off to its child skill — or, for Audit Tracking, run the Field History Tracking SOR through the six steps above; if it is an inline feature, read its reference file and execute it there. Whenever this skill itself writes (inline, or a SOR hand-off), always read live state before writing, confirm before every write, and verify every write by read-back. Honor the per-feature invariants below.

5. After each feature completes

Mark it "Done", suggest the next logical step, and re-present the menu with updated status using the Post-feature progress template in examples/output-templates.md.

6. Completion summary

When the user says they're done (or all features are configured), present the Completion summary template in examples/output-templates.md.

Show full SKILL.md (919 more words)Show less

Critical inline-execution invariants (load-bearing — full detail in each reference)

Apply these whenever an inline feature runs; the Everywhere rules also apply to the Audit Tracking SOR hand-off. They are irreversible or silently-wrong if missed.

  • Resolve the right node (Preferences). Target the ITSM Incident Management org-preferences node (controller IPCManagementSetupController), not the Service-Foundation look-alike (IncidentMgmtSetupController, broadcast channels + a master switch).
  • Two preferences are one-way / enable-only (Preferences). Restrict Assigned Group to Regular Groups and Enable Rich Text for Incident Descriptions cannot be turned off once on. Never offer to disable them; require an explicit "I understand this can't be undone" confirmation before enabling; never enable to test. Restrict Assigned Group… also freezes once the org has any Incident record — an enable can fail outright; do not retry.
  • License, not assignment (Major Incident Management). MIM is the approval group + two preferences on top of base Incident Management. The Major Incident Manager grant is a LICENSE (PermissionSetLicenseAssign), never a PermissionSetAssignment. License before group membership; validate group users before designating a group; remove before reassign. Only two preference names are valid: AutoCreationOfProblem, AutoClosureChildIncidents.
  • PSL before PSG (Persona). Assign the union of a persona PSG's member permission-set licenses first, then the PSG (keyed on PermissionSetGroupId, never a permission-set Id) — otherwise the persona is silently half-provisioned. Query the persona PSGs by DeveloperName with no NamespacePrefix filter.
  • Destructive delete + unverifiable assignments (Service Management Privilege). Deleting a Service Management Privilege is irreversible — confirm explicitly, never delete to test. Bulk employee↔privilege assignments have no read-back — report them as applied, not verified. The Enable Privilege Assignment master toggle is the UI entry gate (reversible; the controller does not re-check it), so enable it first as workflow ordering, not a hard precondition. No public API substitute exists — a 404 / discover-miss means the surface isn't served on this org yet; surface it and stop.
  • Everywhere: read before write; treat "already in that state" / a duplicate as idempotent success; verify by read-back (a write response alone is not proof); each license consumes a seat; on 401/403/ 404 surface the raw error and stop; keep record Ids, HTTP codes, route paths, and tooling terms (dispatch, headless-360, SOR/step ids) out of user-facing output.
text
1. SLA & Milestones            (time-based commitments on incidents)      [delegated]
2. Priority Matrix             (Impact × Urgency → Incident.Priority)      [delegated]
3. Incident Preferences        (the six per-feature setup toggles)         [inline]
4. Major Incident Management   (approval group + two MIM preferences)      [inline]
5. Incident Persona PSG        (Fulfiller / Manager persona for a user)    [inline]
6. Service Management Privilege (escalation level + privilege assignments) [inline]
7. Audit Tracking              (field history on chosen Incident fields)   [delegated]

Rules

  • ALWAYS show "(via service-itsm-agentic-setup-incident-management)" in the setup header
  • ALWAYS run the master-switch prerequisite (Behavior step 2) before showing the menu, unless the user already confirmed the switch is on earlier in this conversation
  • ALWAYS present the feature menu before configuring any selected feature (the master-switch prerequisite is the only permitted action before the menu) — do not assume which feature the user wants, except when the user named a specific feature, in which case go straight to it (single-select is fine)
  • ALWAYS pair the rendered feature-menu table with an AskUserQuestion (multiSelect: true) in the same response — the table is the visual view; the tool call is the selection channel
  • For an inline feature, ALWAYS read its reference file first and follow the SOR at runtime — never hardcode a route, body, or preference name
  • For Audit Tracking, ALWAYS keep every already-tracked Incident field in the save unless the user asked to stop tracking it, confirm the exact final field list before the save, and verify by read-back before marking it Done (or verify the already-configured state by live read with no write) — the SOR asks the user nothing itself
  • NEVER set up a feature the user did not select; for "set up everything", walk each feature sequentially in recommended order, confirming between each step
  • Track progress across the conversation — do not re-present completed features as "Not done"
  • Do not show Salesforce record IDs in any output — human-readable names only

Verification checklist

Before emitting any menu or summary, confirm each; adjust the output before sending if any is unchecked.

  • The header line ends with (via service-itsm-agentic-setup-incident-management)
  • The master switch was confirmed on (via service-itsm-incident-mgmt-configure) before the menu, unless already confirmed earlier in this conversation
  • The feature menu emitted BOTH the ASCII table AND an AskUserQuestion (multiSelect: true) in the same response (single-select only if the user already named a specific feature)
  • Each feature row's Status reflects the actual tracked state (Not done, In progress, Done)
  • A feature is being handled only because the user explicitly selected it (or is being walked through sequentially with confirmation under an "all" / "everything" request)
  • For an inline feature: its reference file was read; live state was read before any write; each write was confirmed and verified by read-back; one-way / license-ordering invariants were honored
  • For a delegated feature: the child skill (or, for Audit Tracking, the Field History Tracking SOR) was used, not configured inline
  • For Audit Tracking: a live metadata read resolved the fields and complete labeled set; any save kept every already-tracked field the user didn't ask to drop, was confirmed before it ran, and was verified by read-back; a no-write Done also had Incident's object-level tracking confirmed on
  • No Salesforce record IDs appear in the output — human-readable names only

Reference File Index

FileWhen to read
examples/output-templates.mdBehavior steps 3, 5, 6 — feature menu (multi-select), post-feature progress, completion summary
references/incident-preferences.mdBefore executing the Incident Preferences feature — the six preferences, the one-way rules, the SOR delegation map, invariants, and failure taxonomy
references/major-incident-management.mdBefore executing the Major Incident Management feature — the two surfaces (approval group + preferences), licensing preconditions, ordering, invariants
references/incident-persona-psg.mdBefore executing the Incident Persona PSG feature — the two persona PSGs, PSL-before-PSG ordering, resolution rules, invariants
references/service-mgmt-privilege.mdBefore executing the Service Management Privilege feature — the Enable Privilege Assignment toggle, escalation level, privilege CRUD (destructive delete), bulk assignments (no read-back), and the SOR step map

© forcedotcom, Apache-2.0. Rendered from Markdown: HTML in the file is shown as text, images as links, and headings moved down two levels. Raw file

Files

SKILL.md and 5 other files (references) in skills/service-itsm-agentic-setup-incident-management of forcedotcom/sf-skills.

  • SKILL.md
  • examples/output-templates.md
  • references/incident-persona-psg.md
  • references/incident-preferences.md
  • references/major-incident-management.md
  • references/service-mgmt-privilege.md

Open the folder on GitHubat commit 4bbae5c

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Works with

Categories

Questions about Service Itsm Agentic Setup Incident Management

What does Service Itsm Agentic Setup Incident Management do?

Orchestrator for Incident Management setup in Service Cloud ITSM: presents the features, tracks progress, and configures each — SLA & Milestones, Priority Matrix, Incident preferences, Major…. Service Itsm Agentic Setup Incident Management is an agent skill from forcedotcom/sf-skills. Orchestrator for Incident Management setup in Service Cloud ITSM: presents the features, tracks progress, and configures each — SLA & Milestones, Priority Matrix, Incident preferences, Major Incident Management, Incident persona PSG assignment, Service Management Privilege, and Incident audit tracking.

When should I use Service Itsm Agentic Setup Incident Management?

Service Itsm Agentic Setup Incident Management fits situations like: configure incident management; incident management walkthrough; what incident features can I configure; the incident preference toggles (default field validations.

How do I install Service Itsm Agentic Setup Incident Management in Claude Code?

Run `npx skills add forcedotcom/sf-skills --skill service-itsm-agentic-setup-incident-management -a claude-code`. Or copy the skill folder (skills/service-itsm-agentic-setup-incident-management in forcedotcom/sf-skills) into .claude/skills/service-itsm-agentic-setup-incident-management in your project. Claude Code loads it when a task matches its description.

How do I install Service Itsm Agentic Setup Incident Management in Codex?

Run `npx skills add forcedotcom/sf-skills --skill service-itsm-agentic-setup-incident-management -a codex`. Or copy the skill folder (skills/service-itsm-agentic-setup-incident-management in forcedotcom/sf-skills) into .agents/skills/service-itsm-agentic-setup-incident-management in your project. Codex loads it when a task matches its description.

Can I use Service Itsm Agentic Setup Incident Management in Cursor, Gemini CLI or GitHub Copilot?

Cursor, Gemini CLI, GitHub Copilot and OpenCode also load SKILL.md folders. With the skills CLI, run `npx skills add forcedotcom/sf-skills --skill service-itsm-agentic-setup-incident-management -a cursor` (or -a gemini-cli, github-copilot or opencode for the others). To copy it by hand, put the folder in .cursor/skills/service-itsm-agentic-setup-incident-management, .gemini/skills/service-itsm-agentic-setup-incident-management, .github/skills/service-itsm-agentic-setup-incident-management and .opencode/skills/service-itsm-agentic-setup-incident-management in your project.

What does Service Itsm Agentic Setup Incident Management need to run?

SKILL.md names no scripts, command-line tools or credentials: Service Itsm Agentic Setup Incident Management is instructions for the agent only. Its frontmatter pre-approves these tools: Read, AskUserQuestion, mcp__headless-360__discover, mcp__headless-360__describe, mcp__headless-360__dispatch, mcp__headless-360__dispatch_readonly.

Does Service Itsm Agentic Setup Incident Management access the network?

SKILL.md contains no URLs. Any network use would come from the scripts or tools the agent runs. This is read from the text; nothing was executed.

Is Service Itsm Agentic Setup Incident Management safe to install?

Our automated static check of SKILL.md found no risky patterns, such as piping downloads into a shell, reading credential files or hidden Unicode. It is not a guarantee. Review the folder before installing.

What licence does Service Itsm Agentic Setup Incident Management use?

Service Itsm Agentic Setup Incident Management is published under the Apache-2.0 licence (the repository's licence). It allows redistribution, so the full SKILL.md is shown on this page.

How many tokens does Service Itsm Agentic Setup Incident Management use?

About 4.2k tokens (SKILL.md is roughly 17k characters). Agents keep only the skill's name and description in context until a task matches; then they load SKILL.md in full. Its references folder adds about 10k tokens, read only when the agent opens those files.

What are the alternatives to Service Itsm Agentic Setup Incident Management?

Skills that share tags, products or a category with Service Itsm Agentic Setup Incident Management: Salesforce Incident Runbook (jeremylongshore/tons-of-skills-marketplace, 2.8k stars), Kubernetes Network Root Cause Analysis (kubeshark/kubeshark, 12k stars), Nix Config Debug (ryan4yin/nix-config, 2.1k stars) and UModel Root Cause Analysis (alibaba/UnifiedModel, 415 stars). The comparison table on this page puts their stars, adoption, token cost, safety result and licence side by side.

Who maintains Service Itsm Agentic Setup Incident Management?

forcedotcom (a GitHub organization) maintains it in forcedotcom/sf-skills, which has 1,067 GitHub stars. The repository holds 252 skills in this directory. The repository was last updated on October 9, 2026.

Source: forcedotcom/sf-skills on GitHub. Facts on this page come from the repository at the commit we read; the author's words are quoted as theirs.