Service Itsm Incident Priority Configure

Configuring the Incident Priority Matrix (sf CLI)

Configures the Incident Priority Matrix for Salesforce ITSM — the grid that derives an Incident's Priority from its Impact and Urgency. Covers viewing the matrix, enabling / disabling it, adding / changing / removing / seeding cells, toggling the manual-override preference, and reading / setting the default (fallback) priority.

Every read and write dispatches through the sf CLI, so this skill works on any org with the Incident Management license enabled.

Writes are idempotent (skipped when the current state already matches the target), the skill always reads before it writes, and an explicit confirm-to-write checkpoint is required before any mutation.

Scope

• In scope (Incident only): view the matrix; enable / disable it; add, change, remove, or seed matrix cells; toggle manual override; read / set the default (fallback) priority.
• Out of scope: Problem and ChangeRequest matrices; non-ITSM Priority pickers; SLA / milestone / entitlement setup; enabling Incident Management itself. If the user asks about Problem or ChangeRequest, stop and say so.

Preconditions

1. sf CLI ≥ 2.60 (verify with sf --version).
2. The target org is authenticated with sf — one of sf org list should show it as Connected.
3. Incident Management is enabled on the org — the master pref for the Service Cloud ITSM Incident feature (Setup Discovery apiName = service-cloud-itsm-incident). Read directly at preflight time via GET /services/data/v67.0/connect/setup/discovery/features and filter to apiName == "service-cloud-itsm-incident" (the setup-org-preferences endpoint for the master is not exposed on this surface — IncidentMgmtEnabled / ITSMIncidentMgmtEnabled both 404). If status != "ENABLED", delegate to service-itsm-incident-mgmt-configure inline to enable it (that skill runs its own read-before-write + confirm-to-write against the same route), then resume Phase 1.
4. The calling user has CustomizeApplication (View Setup + Setup Admin).

If any precondition is unmet, the CLI surfaces the raw error verbatim — do not fabricate state, surface the raw error and stop.

Routes at a glance

Every route is called through the sf CLI. Full method / path / body / response details, the picklist extraction recipe, and gotchas live in references/sf-cli-invocation.md.

Path prefixes are load-bearing — do NOT strip them. Setup Connect API paths MUST start with /services/data/v67.0/. Tooling REST paths MUST start with /services/data/v67.0/tooling/.

Clarifying Questions

Ask only what you cannot infer:

• Which org? sf CLI alias or username (--target-org <alias>). Default: the org's default target.
• What operation? View; enable / disable the matrix; toggle manual override; set the default priority; add / change / remove a cell; seed a full matrix.
• For add / change: the Impact + Urgency coordinates and the resulting Priority (validated against the fetched picklist values).
• For set-default-priority: the target Priority value. If the user did not name one, dispatch AskUserQuestion with the org's active Incident.Priority picklist values as options — never guess.

Workflow

All steps are sequential. Always read before you write. All calls go through sf CLI.

Phase 0 — Reuse what the session already knows

Each Phase 1 / Phase 2 read below carries a skip-if-already-known clause. Before calling any sf command, check whether an earlier turn in this session already produced the same fact from a successful sf invocation tied to the current --target-org (a prior run of this skill, or an earlier sf call in the same conversation). Session context here is per --target-org <alias>, so a different alias is a different session. An explicit user statement is NOT cache-eligible — the picklist values, pref booleans, matrix rows, and fallback priority all drive client-side validation and duplicate prevention on Phase-4 mutations, so a mistaken or stale user assertion can bypass those safeguards and create invalid or duplicate rows. When the only source is a user statement (or you cannot identify a specific prior sf response), re-read.

• sf --version — if the CLI version was already reported this session, skip step 1.
• Incident describe (active Impact / Urgency / Priority picklists) — if the Incident describe was already read for the current --target-org this session and the three picklists are in context, skip step 2 and reuse them.
• IncPriorityMatrixEnabled / IncPriorityOverrideEnabled pref values — if either was already read this session AND has not been PATCHed since, skip its Phase-2 read.
• ServiceOpPriorityConfig rows — if the current-org Incident rows were already read this session AND no POST / PATCH / delete on ServiceOpPriorityConfig has been dispatched since, skip step 5 and reuse the row list.
• StandardValueSet:IncidentPriority default — if the fallback priority was already read this session AND no StandardValueSet:IncidentPriority deploy has run since, skip step 6.

When in doubt, re-check. Skip only when the fact is unambiguously in context, the --target-org alias is unchanged, and no Phase-4 write since (a pref PATCH, a ServiceOpPriorityConfig POST/PATCH/delete, or a StandardValueSet:IncidentPriority deploy) could have invalidated it. A wrong skip on a live org is worse than a re-read.

Phase 1 — Preflight

1. (Skip if sf --version was already reported this session — see Phase 0.) sf --version to confirm the CLI is available.
2. Master Incident Management pref — direct read (Skip only if the master pref was already read this session for the current --target-org AND the value was ENABLED AND no write elsewhere in this session could have flipped it — see Phase 0.) sf api request rest "/services/data/v67.0/connect/setup/discovery/features" --method GET --target-org <alias>. Parse the response and filter the features[] array to the element where apiName == "service-cloud-itsm-incident"; read its status field. If status == "ENABLED", proceed to step 3. If status != "ENABLED", delegate to service-itsm-incident-mgmt-configure inline to enable the master pref (that skill runs its own confirm-to-write against the same route), then re-read this step to verify status == "ENABLED" before continuing. If the delegation is declined by the user, halt — Priority Matrix cannot function while the master is off. This is a direct read of the master pref, not a proxy — the Incident describe check that follows is a secondary sanity check, not the master-state signal.
3. (Skip if the Incident describe for the current --target-org — including active Impact / Urgency / Priority picklists — is already in context this session — see Phase 0.) sf api request rest "/services/data/v67.0/sobjects/Incident/describe" --method GET --target-org <alias>. A 200 with Impact / Urgency / Priority picklist fields is a secondary sanity check. Extract active picklist values for later validation. If the describe response is large, dispatch a subagent (haiku tier) to extract just the three picklists.

Phase 2 — Show current state (read-only)

Dispatch these reads (all expected to return 200):

3. (Skip if IncPriorityMatrixEnabled for the current --target-org was already read this session AND has not been PATCHed since — see Phase 0.) sf api request rest "/services/data/v67.0/setup/org/preferences/IncPriorityMatrixEnabled" --method GET --target-org <alias> — matrix enable flag. Body: {"isPreferenceEnabled": <bool>}.
4. (Skip if IncPriorityOverrideEnabled for the current --target-org was already read this session AND has not been PATCHed since — see Phase 0.) sf api request rest "/services/data/v67.0/setup/org/preferences/IncPriorityOverrideEnabled" --method GET --target-org <alias> — manual-override flag. Same body shape.
5. (Skip if the Incident ServiceOpPriorityConfig rows for the current --target-org were already read this session AND no POST / PATCH / delete on this SObject has been dispatched since — see Phase 0.) Matrix rows — sf data query --use-tooling-api --target-org <alias> --query "SELECT Id, DeveloperName, ReferenceObject, Urgency, Impact, Priority FROM ServiceOpPriorityConfig WHERE ReferenceObject = 'Incident'". Returns zero or more rows. DeveloperName is required so the add step can derive a fresh unique suffix.
6. (Skip if the StandardValueSet:IncidentPriority default was already read this session AND no StandardValueSet:IncidentPriority deploy has run since — see Phase 0.) Default fallback priority — sf api request rest "/services/data/v67.0/tooling/query/?q=SELECT+Id,MasterLabel,Metadata+FROM+StandardValueSet+WHERE+MasterLabel='IncidentPriority'" --method GET --target-org <alias>. Read records[0].Metadata.standardValue, find the entry with default: true, take its valueName — that is the fallback priority.

Format the rows as an Impact × Urgency grid (see examples/render-matrix.md). Steps 3–6 together are the "view" operation and the before-snapshot.

Duplicate-coordinate detection (load-bearing for Change / Remove): group the Phase-2 rows by (ReferenceObject, Urgency, Impact). If any group has more than one row, the matrix already contains duplicates (the server does not enforce uniqueness). For every operation whose target coordinate is duplicated, halt Phase 3 for that concern — do NOT ask the user to confirm a Change or Remove until they either name an explicit Id or approve a consolidation plan (see Phase 4 → Change a cell and Phase 4 → Remove a cell). Add is unaffected — the Phase-4 add path already refuses any coordinate already present in the snapshot.

Phase 3 — Confirm target (AskUserQuestion, REQUIRED before any write)

Present the intended change as (Concern: <before> → <after>) and require an explicit "yes" via AskUserQuestion. Proceed to Phase 4 only on explicit "yes". On "no", stop and report the current state without writing.

Phase 4 — Apply the change (skip for view-only)

Read the current value of the same concern first (Phase 2 covers this), confirm the target with the user (Phase 3), then dispatch. Payload shapes and full CLI invocations for every operation live in examples/matrix-operations.md.

• Enable / disable the matrix — sf api request rest PATCH on IncPriorityMatrixEnabled with body {"desiredState": <bool>}. PATCH response echoes {"isPreferenceEnabled": <bool>}; no separate re-read needed.
• Toggle manual override — sf api request rest PATCH on IncPriorityOverrideEnabled with body {"desiredState": <bool>}. Does not touch matrix rows or the default priority.
• Add a cell — sf api request rest POST on /services/data/v67.0/tooling/sobjects/ServiceOpPriorityConfig with body {"ReferenceObject": "Incident", "Urgency": "<val>", "Impact": "<val>", "Priority": "<val>", "DeveloperName": "<unique>", "MasterLabel": "<same>"}. Payload must have ReferenceObject == "Incident" — the SObject is shared with Problem / ChangeRequest and the server accepts any string. Validate every Urgency / Impact / Priority against the fetched picklists first — the Tooling endpoint does NOT enforce picklist validation. Deduplicate against the Phase-2 snapshot: the server does NOT reject duplicates on (ReferenceObject, Urgency, Impact), so a second POST on the same coordinate silently persists as a second row and the runtime picks between them non-deterministically.
• Change a cell — read Phase-2 rows, find the row(s) matching (ReferenceObject=Incident, Urgency, Impact). If exactly one row matches, sf api request rest PATCH on /services/data/v67.0/tooling/sobjects/ServiceOpPriorityConfig/<Id> with body {"Priority": "<new val>"}. If zero rows match, this is an add — not a change; surface and ask. If more than one row matches (duplicates were detected in Phase 2), do NOT dispatch — report the duplicate rows with their Id / DeveloperName / current Priority, and require the user to either name the exact Id to change or approve a consolidation plan (delete the extras, then change the survivor).
• Remove a cell — read Phase-2 rows, find the row(s) matching (ReferenceObject=Incident, Urgency, Impact). If exactly one row matches, sf data delete record --sobject ServiceOpPriorityConfig --record-id <Id> --use-tooling-api --target-org <alias>. If zero rows match, short-circuit with "nothing to remove". If more than one row matches, do NOT dispatch — report the duplicates and require the user to either name the exact Id(s) to remove or explicitly confirm "remove all rows at this coordinate".
• Seed a full matrix — see examples/seed-full-matrix.md. Validate values first, then POST each row.
• Set the default fallback priority — sf project retrieve start --metadata "StandardValueSet:IncidentPriority" --target-org <alias>, edit the file to set <default>true</default> on the target value and <default>false</default> on every other, then sf project deploy start --metadata "StandardValueSet:IncidentPriority" --target-org <alias> --wait 10. Verify with Succeeded in the deploy result.

Phase 5 — Verify and present

7. Re-read the concern that was mutated (matrix rows via Tooling SOQL; default priority via StandardValueSet query; prefs are echoed on PATCH response). If the observed state does not match the requested state, treat it as a failed write and report the raw server response verbatim.
8. Mark the Salesforce Go step Done — only if a Phase-4 functional write actually landed. The "Define Priority Matrix" step is user-override: its checkmark is not derived from org state, so configuring the matrix alone never flips it — completion must be written. After step 7 verifies the write, PUT the completion once (references/sf-cli-invocation.md route 10; body {"isComplete": true}, flag REQUIRED). It rides on the Phase-3 confirmation — no separate AskUserQuestion. Skip entirely on view-only reads and idempotent no-ops.
9. Present before/after (Impact × Urgency grid via examples/render-matrix.md) plus a one-line summary (e.g. Incident matrix: High/High → Critical added). Matrix changes affect only Incidents created after the write; disabling the matrix does not clear stored rows or the default priority.

Rules / Constraints

Verification Checklist

Before reporting completion of any mutation, confirm each of the following. If any item is unchecked, do not report success — surface what is missing.

• Phase 1 preflight (sf api request rest on Incident describe) returned 200 with active Impact / Urgency / Priority picklists; if 404, the raw error was surfaced and the run halted.
• Phase 2 read against every concern the write plans to touch returned 200 (or a raw error was surfaced) and each observed value was recorded as the "before" state. For Change / Remove, the Phase-2 rows were grouped by (ReferenceObject, Urgency, Impact) and any duplicate coordinates on the mutation target were surfaced to the user — no Change / Remove was dispatched until an explicit Id or a confirmed consolidation plan resolved the duplication.
• Phase 3 confirm-to-write presented (<concern>: <current> → <requested>) via AskUserQuestion and the user replied with an explicit "yes" — no write dispatched on any other response (silence, "maybe", "looks good", implicit approval).
• Idempotency: if the current state already matched the requested state, Phase 4 was skipped for that concern and reported as an idempotent no-op — no write was dispatched.
• Every Impact, Urgency, Priority in any add / change payload was validated against the Phase-1 picklist values before dispatch. Duplicates on (ReferenceObject, Urgency, Impact) were caught client-side against the Phase-2 snapshot — the server does NOT reject duplicates. Every add payload had ReferenceObject == "Incident".
• Phase 4 writes used the exact CLI invocations from references/sf-cli-invocation.md; on any 4xx / 5xx (or non-Succeeded deploy), the raw response was surfaced and the run halted.
• Phase 5 verify re-read the affected concerns; any diff was reported as write FAILED — server state differs from request with the raw response.
• If a Phase-4 functional write landed, the Go step-progress completion PUT (route 10) was sent after verify. On view-only reads and idempotent no-ops, no completion PUT was dispatched.
• The final report gave a before/after with the Impact × Urgency grid and a one-line summary.

Reference File Index