service-itsm-agentic-setup-incident-management

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Chinese

Incident Management Setup Orchestrator

事件管理设置编排器

Guide the user through setting up Incident Management features in Salesforce Service Cloud ITSM by presenting the available capabilities, delegating to specialized child skills, and tracking progress.

通过展示可用功能、委派给专门的子Skill并跟踪进度，引导用户在Salesforce Service Cloud ITSM中设置事件管理功能。

Goal

目标

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

担任事件管理功能配置的协调器。向用户展示可配置功能菜单，为每个选择调用相应的子Skill，每个功能完成后，返回带有更新进度的菜单，直到用户完成设置。

Behavior

行为

0. Reuse what the session already knows

0. 复用会话已知信息

Before running any preflight below, check whether the same fact was already established earlier in this conversation. Cache-eligible facts for this orchestrator:

Master switch state — reuse only when the master switch was confirmed enabled by an earlier read or flip in this conversation. A cached "off" value MUST NOT let step 2 skip: the delegation exists precisely to flip an off switch on with user confirmation before downstream feature setup runs.
Already-completed features — features the user (or a child skill) reported "Done" in an earlier turn stay "Done" — do not re-run their child skill unless the user asks to reconfigure.
Target org — if the target org was already confirmed earlier in the conversation, reuse it; do not re-ask.

When in doubt, re-check. Skip only when the earlier fact is unambiguously in context AND you have not switched orgs. If the user hints at a different org, or a child skill's write elsewhere in the session could have invalidated the cached state (e.g., the master switch was toggled off after being confirmed on), re-run the check. A wrong skip on a live org write is worse than a duplicated read.

在执行以下任何预检步骤之前，检查本次对话中是否已确定相同的事实。本编排器可缓存的事实包括：

主开关状态 —— 仅当本次对话中已确认主开关处于启用状态时才可复用。缓存的“关闭”状态绝对不能让步骤2跳过：委派流程的存在正是为了在下游功能设置运行前，获得用户确认后将关闭的开关打开。
已完成功能 —— 用户（或子Skill）在之前对话轮次中报告“已完成”的功能保持“已完成”状态——除非用户要求重新配置，否则不要重新运行其子Skill。
目标组织 —— 如果本次对话中已确认目标组织，则复用该信息；无需再次询问。

如有疑问，重新检查。 仅当之前的事实在上下文中明确无误且未切换组织时才可跳过检查。如果用户暗示要切换组织，或者会话中其他子Skill的写入操作可能使缓存状态失效（例如，主开关在确认启用后被关闭），则需重新执行检查。在实际组织中错误跳过检查比重复读取的后果更严重。

1. Extract context from conversation

1. 从对话中提取上下文

Before presenting options, scan chat history for:

Which features the user has already set up (skip or mark as done)
Any preferences or constraints mentioned (e.g., "we only need the SLA milestones")
The target org (if mentioned)
Business context that informs which features are relevant

展示选项前，扫描聊天历史以获取：

用户已设置的功能（跳过或标记为已完成）
提及的任何偏好或约束（例如，“我们只需要SLA里程碑”）
目标组织（如有提及）
可确定哪些功能相关的业务上下文

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

2. 确保事件管理主开关处于启用状态（前提条件）

Every Incident Management feature below depends on the org-level

service-cloud-itsm-incident

master switch being enabled — SLA milestones and downstream features cannot function while the switch is off. Before showing the feature menu, delegate to

service-itsm-incident-mgmt-configure

to read current state; if the switch is already on, it is a no-op — otherwise it confirms with the user before flipping it. Skip this delegation only when the master switch was already confirmed enabled in this session — see Behavior step 0. A cached "off" or unknown state MUST fall through to the delegation; a wrong skip here would silently let downstream feature setup run against an org where the master is off.

以下所有事件管理功能都依赖于组织级别的

service-cloud-itsm-incident

主开关处于启用状态——主开关关闭时，SLA里程碑及下游功能无法运行。展示功能菜单前，委派给

service-itsm-incident-mgmt-configure

以读取当前状态；如果开关已启用，则无需操作——否则需获得用户确认后再打开开关。仅当本次对话中已确认主开关处于启用状态时才可跳过该委派流程（参见行为步骤0）。缓存的“关闭”或未知状态必须执行委派流程；此处错误跳过会导致下游功能设置在主开关关闭的组织中静默运行。

3. Present the Incident Management feature menu as a multi-select

3. 以多选形式展示事件管理功能菜单

Show the user what's available and what's done. Only features with a working child skill appear in the menu. Emit the Feature menu template from

examples/output-templates.md

AND, in the same response, a single

AskUserQuestion

call with

multiSelect: true

whose options mirror the rendered rows — the table is the visual view; the tool call is how the selection is collected. Both MUST appear together, never one without the other. Selecting one feature is valid; selecting several enqueues them for sequential handling in step 4. Do NOT show placeholder features that cannot be executed. Additional Incident Management features (Major Incident Management, Custom Fields, incident permission assignment, user provisioning) will be added to this menu as their child skills become available.

向用户展示可用功能及已完成状态。菜单中仅显示拥有可用子Skill的功能。从

examples/output-templates.md

中调用功能菜单模板，同时在同一响应中调用一次

AskUserQuestion

（

multiSelect: true

），其选项与渲染的行保持一致——表格是可视化视图；工具调用是收集选择的方式。两者必须同时出现，不能单独展示。选择单个功能有效；选择多个功能会将它们排入步骤4的顺序处理队列。请勿展示无法执行的占位功能。随着子Skill的开发完成，更多事件管理功能（重大事件管理、自定义字段、事件权限分配、用户配置）将添加到该菜单中。

4. Delegate to child skills for each selected feature in order

4. 按顺序委派给每个所选功能对应的子Skill

Handle the user's selected features sequentially in dependency order (or the order given). For each selected feature, invoke the corresponding child skill:

#	Feature	Child Skill
1	SLA & Milestones	`service-itsm-agentic-setup-incident-sla-configure`
2	Priority Matrix	`service-itsm-incident-priority-configure`

按依赖顺序（或用户指定的顺序）依次处理用户所选功能。对于每个所选功能，调用对应的子Skill：

#	功能	子Skill
1	SLA & Milestones	`service-itsm-agentic-setup-incident-sla-configure`
2	Priority Matrix	`service-itsm-incident-priority-configure`

5. After each feature completes

5. 每个功能完成后

Once a child skill finishes:

Update the status — mark the completed feature as "Done"
Suggest the next logical step — if another feature is available, recommend it based on the dependency order
Re-present the menu with updated status — use the Post-feature progress template in
```
examples/output-templates.md
```

子Skill完成后：

更新状态 —— 将已完成的功能标记为“已完成”
建议下一步合理操作 —— 如果还有其他可用功能，根据依赖顺序推荐
重新展示带有更新状态的菜单 —— 使用
```
examples/output-templates.md
```
中的功能完成后进度模板

6. Completion summary

6. 完成总结

When the user says they're done (or all available features are configured), present a final summary using the Completion summary template in

examples/output-templates.md

当用户表示完成（或所有可用功能已配置）时，使用

examples/output-templates.md

中的完成总结模板展示最终总结。

Feature Dependencies & Recommended Order

功能依赖与推荐顺序

text

1. SLA & Milestones      (attaches time-based commitments to incidents)
2. Priority Matrix       (derives Incident.Priority from Impact × Urgency)

Additional Incident Management features (Major Incident Management, Custom Fields, incident permission assignment, user provisioning) will be added to this menu as their child skills merge.

text

1. SLA & Milestones      (attaches time-based commitments to incidents)
2. Priority Matrix       (derives Incident.Priority from Impact × Urgency)

随着子Skill的合并，更多事件管理功能（重大事件管理、自定义字段、事件权限分配、用户配置）将添加到该菜单中。

Rules

规则

ALWAYS show "(via service-itsm-agentic-setup-incident-management)" in the setup header
ALWAYS run the Incident Management master-switch prerequisite (Behavior step 2) before showing the feature menu, unless the user has already confirmed the switch is on earlier in this conversation — every downstream feature depends on it
ALWAYS present the feature menu before configuring any selected feature — do not assume which feature the user wants (the master-switch prerequisite in Behavior step 2 is the only permitted action before the menu)
ALWAYS present the feature menu as a multi-select — accept a set of one or more features in a single interaction
ALWAYS pair the rendered feature-menu table with an
```
AskUserQuestion
```
(
```
multiSelect: true
```
) call in the same response — the table is the visual view; the tool call is the selection channel. Emitting the table alone breaks the selection channel; emitting the tool call alone hides the visual view
NEVER set up a feature without the user selecting it (explicit selection confirms intent and avoids partial configurations if the user cancels mid-flow; for "set up everything" requests, use the sequential-confirmation loop in the rule below rather than batching all features in one pass)
NEVER show features that do not have a working child skill
If the user says "set up everything" or "all", walk through each available feature sequentially in the 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 — use human-readable names only
If the user asks to create, clone, or provision users, or to assign incident permission sets, tell them those features are not yet available in this orchestrator and will be added as their child skills merge

始终在设置标题中显示“(via service-itsm-agentic-setup-incident-management)”
始终在展示功能菜单前执行事件管理主开关前提检查（行为步骤2），除非用户在本次对话中已确认开关处于启用状态——所有下游功能都依赖于此
始终在配置任何所选功能前展示功能菜单——不要假设用户需要哪个功能（行为步骤2中的主开关前提检查是菜单展示前唯一允许执行的操作）
始终以多选形式展示功能菜单——单次交互中接受一个或多个功能选择
始终在同一响应中同时展示渲染的功能菜单表格和
```
AskUserQuestion
```
（
```
multiSelect: true
```
）调用——表格是可视化视图；工具调用是选择通道。仅展示表格会中断选择通道；仅展示工具调用会隐藏可视化视图
绝不在未获得用户选择的情况下设置功能（明确选择确认了用户意图，避免用户中途取消时出现部分配置；对于“设置所有功能”的请求，请使用以下规则中的顺序确认循环，而非一次性批量处理所有功能）
绝不展示没有可用子Skill的功能
如果用户说“设置所有功能”或“全部”，按推荐顺序依次引导用户完成每个可用功能，每一步都需确认
跟踪对话全程的进度——不要将已完成的功能重新展示为“未完成”
输出中不要显示Salesforce记录ID——仅使用易读的名称
如果用户请求创建、克隆或配置用户，或分配事件权限集，请告知用户这些功能目前在本编排器中不可用，将在其子Skill合并后添加

Verification checklist

验证清单

Before emitting any menu or summary in this skill, mentally confirm each of the following. If any box is unchecked, adjust the output before sending.

The header line ends with

(via service-itsm-agentic-setup-incident-management)

The Incident Management master switch has been confirmed on (via
```
service-itsm-incident-mgmt-configure
```
) before the feature menu is emitted, unless the user already confirmed it earlier in this conversation
Only features with a working child skill are shown; placeholder features are hidden
The feature menu is presented as a multi-select (single-select only if the user has already named a specific feature)
The feature menu emitted BOTH the ASCII table AND an
```
AskUserQuestion
```
(
```
multiSelect: true
```
) presenting the same options in the same response — never one without the other
Each feature row's
```
Status
```
column reflects the actual tracked state from the conversation (
```
Not done
```
,
```
In progress
```
, or
```
Done
```
) — not a hard-coded default
For a completion summary, the header line and closing line are chosen by the rubric in
```
examples/output-templates.md
```
(all
```
Done
```
→ Complete; any
```
Not done
```
/
```
In progress
```
→ Finished)
A feature is being configured only because the user explicitly selected it (or is being walked through sequentially with confirmation under an "all" / "everything" request)
The next action delegates to a child skill, never configures a feature inline
No Salesforce record IDs appear in the output — human-readable names only

在本Skill中输出任何菜单或总结前，请逐一确认以下事项。如果有任何一项未满足，请调整输出后再发送。

标题行以

(via service-itsm-agentic-setup-incident-management)

结尾

在展示功能菜单前，已确认事件管理主开关处于启用状态（通过
```
service-itsm-incident-mgmt-configure
```
），除非用户在本次对话中已确认该状态
仅展示拥有可用子Skill的功能；隐藏占位功能
功能菜单以多选形式展示（仅当用户已指定特定功能时才可使用单选）
输出的功能菜单同时包含ASCII表格和
```
AskUserQuestion
```
（
```
multiSelect: true
```
）调用，且选项一致——绝不同时单独展示其中一项
每个功能行的“状态”列反映对话中跟踪的实际状态（“未完成”、“进行中”或“已完成”）——而非硬编码的默认值
对于完成总结，标题行和结束语需符合
```
examples/output-templates.md
```
中的规则（全部“已完成”→完成；存在“未完成”/“进行中”→结束）
仅在用户明确选择（或在“全部”/“所有”请求下按顺序确认）的情况下配置功能
下一步操作是委派给子Skill，绝不直接内联配置功能
输出中没有Salesforce记录ID——仅使用易读的名称

Reference File Index

参考文件索引

File	When to read
`examples/output-templates.md`	Behavior steps 3, 5, and 6 — feature menu (multi-select), post-feature progress, and completion summary text blocks

文件	读取时机
`examples/output-templates.md`	行为步骤3、5、6——功能菜单（多选）、功能完成后进度、完成总结文本块