Agent skill · forcedotcom
service-itsm-incident-priority-configure
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).
What it needs
About 11k tokens when loaded.
What this skill does
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). …
How to use it
Reference it in AdaL, Claude Code, Cursor or any coding agent — nothing to install:
@skills forcedotcom/service-itsm-incident-priority-configure