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End-to-end ITSM incident SLA setup v1.0.0

Use this resource to set up a complete SLA policy for ITSM incidents

New

  • 580 downloads
  • 115 likes
  • 153 saves

Free

Install with the CLI

In a terminal, from the folder you want:

npx --yes palatekit@latest install incident-sla-end-to-end

With no option, the skill goes to ~/.agents/skills/; add --agent claude-code (or codex, cursor…) to target an agent.

First time: connect the CLI with

npx --yes palatekit@latest login

The agent first checks that the ITSM setup is enabled, then reuses or creates the business hours, milestone types and SLA policy. It adds milestones with their criteria and the entitlement that gives incidents a computed target date. You get SLA tracking active on incidents.

Mostly picked by

Updated November 2, 2026

Card for the “End-to-end ITSM incident SLA setup” skill

Details

Works in
Install guides
Generates with
Your agent's model
Licence
Apache-2.0

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What you get

  • SKILL.md : preliminary questions, routing and step flow
  • assets/ and examples/ : milestone and output templates

Good fit for

  • Your incidents must be tracked against a response deadline
  • You want different SLAs depending on your team's working hours

Not for

    Tags

    • sla
    • incidents
    • itsm
    • salesforce

    About

    You say

    “Create an SLA policy for critical incidents, with business hours Monday to Friday, 8 a.m. to 6 p.m.”

    Card for the “End-to-end ITSM incident SLA setup” skill

    Skill published by forcedotcom under the Apache-2.0 license, delivered in its original version.

    Show more

    How to use it

    1. Install the skill in your agent's skills folder
    2. Ask your agent to set up a complete SLA policy for ITSM incidents
    3. Review and adjust the result

    Content preview

    Files

    • assets/attach-milestone-action.json4 KB
    • assets/attach-milestone.json0.6 KB
    • examples/milestone-patterns.md15.1 KB
    • examples/output-templates.md4.4 KB
    • LICENSE11.4 KB
    • NOTICE-PALATEKIT.md0.5 KB
    • references/mcp-invocation.md50 KB
    • references/workflow.md32.9 KB
    • SKILL.md21.4 KB

    Origin and licence

    Listed unmodified

    Author
    forcedotcom
    Source
    github.com/forcedotcom/sf-skills/tree/985407c7f7896030759d3310fe47d652265916b3/skills/service-itsm-agentic-setup-incident-sla-configure
    Licence
    Apache-2.0

    Notice

    « service-itsm-agentic-setup-incident-sla-configure » (forcedotcom, Apache-2.0) livré dans sa version d'origine : fiche en français et en anglais par PalateKit.

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