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service-itsm-incident-priority-configure

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Configures the Incident Priority Matrix for Salesforce ITSM through the sf CLI — enabling or disabling the matrix, shaping the Impact x Urgency grid that derives Priority on Incident records, toggling the manual-override preference, and reading or setting the default fallback priority. Reads every value before writing, is idempotent, and requires explicit user confirmation before any mutation. Use when the user wants to view, enable, disable, set up, seed, add to, change, or remove priority matrix configuration for Incident records, change the default incident priority, or asks about incident priority setup, impact/urgency mapping, override, or the ITSM incident priority matrix. DO NOT TRIGGER for Problem or ChangeRequest priority matrices, Case priority fields, standard Priority picklists outside ITSM, SLA or milestone configuration, or enabling Incident Management itself (use the service-itsm-incident-mgmt-configure skill).

skills/service-itsm-incident-priority-configure/SKILL.md

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Nov 6, 2026
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# 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
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