Configuring Incident SLA (End-to-End)

Configures a complete Incident SLA pipeline for Service Cloud ITSM — the chain that derives an EntityMilestone (with a computed TargetDate) on every Incident with an Entitlement. Every operation runs through the Salesforce-hosted headless-360 MCP server; the org is derived from the OAuth JWT — the skill never handles an org id, alias, or credentials. It also needs the org-level SLA Management for IT Service setup item (the Phase 0.5 gate — see below). Setup has four parts: MilestoneType (what you measure) → SLA Policy (SlaProcess scoped to Incident, entry/exit criteria) → Milestone (time trigger + filter criteria) → Entitlement (wired to an Account so Incidents engage the SLA).

Scope