domains / families / devops / service-itsm-agentic-setup-incident-management

service-itsm-agentic-setup-incident-management

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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 alone (use the IncidentMgmt SOR), the Priority Matrix, SLA, or field history tracking alone, the Major Incident Manager PSG, creating/editing PSGs, or Problem/Change/C…

When to use

• set up or configure incident management
• incident management walkthrough
• configure incident preference toggles
• Major Incident Management setup
• assigning Incident Fulfiller or Incident Manager persona PSG
• Service Management Privilege setup
• Incident audit tracking

When not to use

• the master on/off switch alone
• the Priority Matrix alone
• SLA alone
• field history tracking alone
• the Major Incident Manager PSG
• creating/editing PSGs
• Problem Management
• Change Management

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