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 — no MCP dispatcher, no /headless/invoke/* route, no Aura controller. This means the skill works on any org with the Incident Management license enabled, without the api.agentic.access.enableHeadless360McpServer gate.

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