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SKILL.md
npx skills add forcedotcom/sf-skills --skill service-itsm-agentic-setup-cmdb-configure
Enable the CMDB (Configuration Management Database) feature in Service Cloud ITSM against a production or sandbox org: verify the CMDB org SKU, provision the ITOM tenant, and enable the service-cloud-itsm-cmdb-integration feature that lifts the CMDB access gate. Use when the user asks to enable CMDB, turn on the Configuration Management Database, provision the ITOM tenant, enable the CMDB feature, or fix a CMDB 403 FUNCTIONALITY_NOT_ENABLED error. Triggers on: enable CMDB feature, provision ITOM tenant, turn on CMDB, CMDB not enabled, CMDB 403 error, service-cloud-itsm-cmdb-integration. DO NOT TRIGGER when: the user only wants to assign CMDB permission sets to users, only install a CMDB content bundle, or work with CMDB records directly.
npx skills add forcedotcom/sf-skills --skill service-itsm-agentic-setup-cmdb-configure
Takes an org from "CMDB off" to "CMDB feature enabled" by walking the first three layers of the
CMDB prerequisite stack in order. Every call runs through the Salesforce-hosted Headless-360 MCP
server (server key headless-360) via its four meta-tools (discover, describe,
dispatch_readonly, dispatch). The org is derived from the OAuth JWT bound to the current MCP
session — the skill never handles an org id, alias, or credentials — so this works identically
against production and sandbox with no per-user MCP install.
This skill covers Layers 0–2. User access (Layer 3) and content bundles (Layer 4) are separate skills — see the end of this file.
Every CMDB Connect API checks:
Until orgHasCMDBEnabled is true, CMDB APIs return 403 FUNCTIONALITY_NOT_ENABLED. CMDBEnabled
is NOT a directly settable preference — it is flipped as a side effect of enabling the feature in
Layer 2. This skill's job is to make that gate return true.
Necessary but not always sufficient for a given user. Lifting this org gate does not by itself let a specific user read CMDB data. Some CMDB reads (e.g.
bundleListView) also enforce user-level CMDB access and return the same403 FUNCTIONALITY_NOT_ENABLED("not enabled for this user") when the running user holds no CMDB permission sets — even though the feature is correctly ENABLED. That is Layer 3 (service-itsm-agentic-setup-cmdb-access-assign), not a failure of this skill. Confirm this skill's success via the featurestatus == ENABLED, never via a CMDB data read.
service-itsm-agentic-setup-cmdb-access-assign),
bundle installation (Layer 4 — service-itsm-agentic-setup-cmdb-bundle-deploy), CMDB record CRUD,
Discovery / Service Graph Connector, identification rules.All operations dispatch through headless-360 MCP tools. Reads go through
mcp__headless-360__dispatch_readonly, writes through mcp__headless-360__dispatch — both take raw
HTTP: {"url": "<path>", "method": "GET|POST", "body"?: {...}, "queryParams"?: {...}} — not
{operation_id, arguments}. See references/mcp-invocation.md for the exact url / method /
body of every call. The four tools:
mcp__headless-360__discover — semantic search over the indexed operation catalog. The Setup/Connect
routes this skill uses are not always ranked first (or indexed), so a miss does not mean the
route is absent — dispatch the exact path directly (see references/mcp-invocation.md).mcp__headless-360__describe — pull the full input schema and canonical route before any POST.mcp__headless-360__dispatch_readonly — the dispatcher for every read (GET).mcp__headless-360__dispatch — the dispatcher for every write (POST/PATCH).The skill never handles credentials — the org is bound to the current OAuth session. If a dispatch*
call returns an auth error, tell the user to re-authenticate the headless-360 MCP connection (and
confirm the session points at the intended org), then stop.
Ask only what you cannot infer from conversation:
Do not re-ask for anything the user already provided; pre-populate and note "(from conversation)".
All steps are sequential and gated — do not advance past a failed layer. Always read before you write: run the read-only check before every mutation.
CMDB requires the org permission ITSrvcsCnfgMgmnt, granted only by edition / license / org
template. No API can set it. The most reliable, universally-available way to verify the org
carries the CMDB SKU is to probe for the CMDB permission-set license — it exists only in orgs
provisioned with that license:
This org isn't licensed for CMDB. CMDB availability is determined by the org's edition or license and can't be turned on through setup — it has to be included when the org is provisioned. Please have the org set up with CMDB (or use one that already has it), then run this again.
The core Connect API GET /services/data/v63.0/setup/org/permissions/ITSrvcsCnfgMgmnt
({"isPermissionEnabled": true|false}) is an alternative, but it 404s on some org types
(including orgfarm test orgs), so prefer the PSL probe above. See
references/mcp-invocation.md for the details. If no probe resolves, report that the org perm could
not be verified and ask the user to confirm the org has CMDB licensed before continuing.
CMDB runs on an ITOM tenant that must reach status PROVISIONED (asynchronous).
Check current status (read):
Branch on status:
PROVISIONED → already done; skip to Layer 2 (no trigger, no poll).UNPROVISIONED → no job has run; go to step 2 and trigger it. Do not wait or poll on
this state — waiting never starts provisioning and just burns the budget.PROVISIONING_IN_PROGRESS → a job is already running; skip the trigger and go straight to
the poll in step 3.FAILED → treat as the FAILED case in step 3 (surface the reason; do not retry via API).Trigger provisioning (write) — only when step 1 showed UNPROVISIONED. Confirm with the
user first:
After the trigger returns, tell the user provisioning has started and typically takes 2+ minutes, so there is nothing to check yet.
Poll the GET until status == PROVISIONED. This is async and reliably takes 2+ minutes
(measured completion clusters right around ~2 min 40 s), so an immediate poll is a guaranteed
no-op. Anchor all timing on the response's triggeredAt, not on when this run started — the
job may have been triggered by an earlier run (the PROVISIONING_IN_PROGRESS entry from step 1).
Parse triggeredAt as a UTC epoch and compute elapsed = max(0, now − triggeredAt) — clamp to
≥ 0 so a clock skew (or a server-vs-agent timezone mismatch) can't yield a negative elapsed
(waits forever) or a false timeout. If triggeredAt is missing or unparseable (the trigger
POST response may not have populated it yet, or an in-progress row from an earlier run may omit
it), fall back to anchoring on this run's start — treat elapsed = 0 and wait the full ~2-min
floor, so a branch always fires deterministically. Then:
elapsed < ~2 min → wait until ~2 min after triggeredAt before the first check (skips the
guaranteed-useless early polls), then poll every 30 seconds.~2 min ≤ elapsed < 10 min → poll immediately (the initial wait has already passed — do not
wait a fresh 2 min), then every 30 seconds.elapsed ≥ 10 min → do not start a fresh wait; treat it as the timeout case below (report
the last-seen status and let the user decide).The overall budget is 10 minutes from triggeredAt (≈16 checks after the ~2-min floor). The
~2-min floor is a floor, not an extra delay — it brackets the typical ~2:40 completion within a
poll or two; do not stretch it longer. Do not poll during the initial wait. Exit the loop as soon
as:
status == PROVISIONED → success, advance to Layer 2.status == FAILED → stop immediately. Do NOT retry via the API — surface the failure to the
user in plain language with three things:
error / failureReason / message —
unescape any HTML entities like </> and strip markup). If the response carries no
detail, say the tenant provisioning failed without a returned reason.<org instance URL>/lightning/setup/CMDBProvisionalSettings/home.PROVISIONED. Only if the manual retry also fails does it need Salesforce
support.Polling in the background (runtime-permitting). Provisioning is a multi-minute wait, so the
user should not have to sit idle. If — and only if — the executing runtime supports backgrounded
work (e.g. an agent runtime that can spawn a detached sub-agent or a scheduled wake-up), delegate
the wait-then-poll loop to a background task so the user can keep working, and report the outcome
(PROVISIONED / FAILED / timed-out) when it finishes. If the runtime is a single-threaded turn
(the ADK / Agentforce / headless-360 production path is single-threaded — a poll loop blocks the
conversation there), poll inline instead. Either way: (a) tell the user up front it takes a few
minutes, and (b) give a resume path — if they step away and the turn ends, they can re-run this
skill and Layer 1 picks up from the current status (an already PROVISIONED tenant skips straight
to Layer 2). Never require a background primitive the runtime may not have.
The feature api name is service-cloud-itsm-cmdb-integration.
status == ENABLED → already done; skip to verification.status == NOT_ENABLED with enableBlockedReasons: [] → clear to enable.enableBlockedReasons non-empty → STOP and relay each reason to the user in plain language
(these are prerequisites the org still needs — do not attempt the enable).status == ENABLED is the definitive — and only — confirmation this skill needs. Layer 2
succeeds or fails on this check alone; it does not perform any CMDB data read to confirm the
gate. A CMDB data read (e.g. bundleListView) also depends on the running user's own CMDB
access, so it cannot cleanly confirm the org-level enable — see the note under "The gate this
skill lifts". Once the feature shows ENABLED, Layer 2 is done.| Constraint | Rationale |
|---|---|
| Verify Layer 0 before anything else | If ITSrvcsCnfgMgmnt is off, no later step can succeed — fail fast with a clear message |
Never try to set ITSrvcsCnfgMgmnt via API | There is no setter; it is license/edition/template only |
Never set CMDBEnabled directly (e.g. via updateDefaultOrgPrefs) | It is not in any settable-pref allowlist; the server rejects it with 500. It flips only as a side effect of the Layer 2 feature enable |
| Read before every write; verify after every write | Tenant + feature are async/stateful; the POST response can lag the real state |
| Confirm the target org and each write with the user | These are real, hard-to-reverse changes on a live org |
| Do not advance past a failed or blocked layer | Later layers depend on earlier ones and will 403 |
Anchor poll timing on the response's triggeredAt (parse as UTC epoch; elapsed = max(0, now − triggeredAt)), not on this run's start; ~2-min floor before the first check, then every 30s, 10-min total budget from triggeredAt. If triggeredAt is missing/unparseable, fall back to this run's start (elapsed = 0) | Provisioning reliably takes 2+ min (measured ~2:40), so earlier polls are guaranteed no-ops. A PROVISIONING_IN_PROGRESS entry may have been triggered by an earlier run — if already past the ~2-min floor, poll immediately; if already past 10 min, report a timeout rather than waiting a fresh 2 min. Clamp elapsed to ≥ 0 so clock skew / timezone mismatch can't wait forever or false-timeout; the fallback keeps a branch firing when the timestamp is absent. Never spin past the 10-min bound |
| Background the poll loop only where the runtime supports it; else poll inline — never require a background primitive | The user shouldn't sit idle for a multi-minute wait, but the production headless-360/ADK path is a single-threaded turn; a skill that mandates a background poller breaks there. Always give a re-run resume path |
On FAILED, never retry via API — decode the reason, give the Setup URL, ask for a manual retry | The API trigger has already failed; the user can retry from the CMDB provisioning Setup page, which surfaces the real error and any manual remediation |
| Never expose internal jargon to the user | Keep record IDs, org IDs, HTTP status codes (403/500/…), API error codes (FUNCTIONALITY_NOT_ENABLED, …), endpoint names (bundleListView, tenantProvisioningStatus), developer names (ITSrvcsCnfgMgmnt, CMDBEnabled), and tooling internals (dispatch, headless-360) out of user-facing output. Translate to plain language; use human-readable names and statuses |
ITSrvcsCnfgMgmnt confirmed true (or stopped with a clear license message)?status == PROVISIONED?enableBlockedReasons: [] before enabling?success: true?status == ENABLED? (this is the sole success criterion — no CMDB data read is used to confirm)Keep internal jargon out of user-facing output (no record IDs, HTTP status codes, error codes,
endpoint or developer names). If any step fails, stop and tell the user — in plain language — which
part of setup didn't succeed and what it means for them, then point to the relevant fix. Translate
any raw error (e.g. a 403 or FUNCTIONALITY_NOT_ENABLED) into what it means ("CMDB isn't enabled
yet"), rather than echoing the code.
| Symptom | Likely cause | What to tell the user |
|---|---|---|
Layer 0 returns false | Org lacks the CMDB SKU | License/edition prerequisite — no API can grant it; provision the org with CMDB |
403 FUNCTIONALITY_NOT_ENABLED on CMDB reads while feature status != ENABLED | Feature not yet enabled (Layer 2 incomplete) | Finish Layer 2; the gate lifts only after the feature is ENABLED |
403 FUNCTIONALITY_NOT_ENABLED on bundleListView while feature status == ENABLED | Feature IS enabled; the running user lacks CMDB permission sets (bundleListView also enforces user-level access) | Not a Layer 2 failure — this is Layer 3; run service-itsm-agentic-setup-cmdb-access-assign to grant the user CMDB access |
Feature enable blocked (enableBlockedReasons non-empty) | Missing dependency the org still needs | Relay each reason; resolve those first, then retry |
Tenant stuck UNPROVISIONED / PROVISIONING_IN_PROGRESS / long-running | Provisioning is async | It typically takes ~2–3 min; keep polling within the 10-min budget or retry the trigger |
Tenant FAILED | Provisioning job failed Salesforce-side | Share the decoded failure reason + the org's /lightning/setup/CMDBProvisionalSettings/home link and ask the user to retry provisioning manually there; escalate to Salesforce support only if the manual retry also fails |
dispatch* auth error | headless-360 MCP session not authenticated / token expired | Re-authenticate the headless-360 MCP connection and confirm the session points at the intended org |
| File | When to read |
|---|---|
references/mcp-invocation.md | Exact dispatch* url/method/body for every Layer 0–2 call, response envelopes, and error table |