@salesforce/afv-skills 1.61.0 → 1.62.0

package/skills/service-itsm-agentic-setup-incident-sla-configure/references/workflow.md

@@ -6,16 +6,39 @@ per-phase step-by-step detail (every read, delegated write, and API quirk). All
 sequential. **Always read before you write.** Every call goes through `mcp__headless-360__*`
 tools. Call shapes / templates / response envelope / gotchas live in `references/mcp-invocation.md`.
 
-## Phase 0 — Reuse what the session already knows
+## Before you start — Reuse what the session already knows
 
-Each Phase 1 read carries a **skip-if-already-known** clause: skip only when the same fact was
+Each Phase 3a read carries a **skip-if-already-known** clause: skip only when the same fact was
 produced **this session** by a successful `dispatch_readonly` on the current org and unwritten since —
-a user statement is never cache-eligible. Cacheable: master Incident Mgmt pref (step 1, only if
-`ENABLED`), SLA feature + Versioning (Phase 0.5), Incident describe (3, incl. the `Incident.Priority`
-picklist), `BusinessHoursId` (4), SLA Connect ops (2). (Step 5 resolves no Account — Incident has
+a user statement is never cache-eligible. Cacheable: IT Service Management enablement (Phase 1a,
+only if `ENABLED`), master Incident Mgmt pref (step 1, only if
+`ENABLED`), SLA feature + Versioning (Phase 1b), Incident describe (3, incl. the `Incident.Priority`
+picklist), the priority-matrix flag (Phase 2 step 2), `BusinessHoursId` (4), SLA Connect ops (2). (Step 5 resolves no Account — Incident has
 none.) **When in doubt, re-check.**
 
-## Phase 0.5 — SLA Management for IT Service prerequisite gate
+## Phase 1a — IT Service Management enablement gate
+
+**Resolve this gate first, before Phase 1b and before the Master Incident Mgmt pref below.**
+"IT Service Management" (`service-cloud-itsm-setup`) is a higher-level org gate — it sits above every per-feature ITSM master toggle, including Master
+Incident Management. Read via the Setup Discovery Connect API
+(`GET .../connect/setup/discovery/features`), filtered client-side to the **exact** apiName
+`service-cloud-itsm-setup` — never a look-alike. It has two states, `ENABLED` /
+`NOT_ENABLED` (no `NOT_AVAILABLE` — treat any unexpected value as a halt).
+
+- `ENABLED` → proceed to Phase 1b.
+- `NOT_ENABLED` → tell the user plainly that IT Service Management is not enabled, then a single
+  `AskUserQuestion`: enable it now (note it's **reversible** — it can be disabled again later) or
+  stop.
+  - **Enable** → dispatch the enable route **directly** — there is no owning SOR to delegate this
+    write to yet (unlike the Master Incident Mgmt gate below, which delegates to
+    `service-itsm-incident-mgmt-configure`); this is a scoped, temporary exception to "delegate
+    every write," flagged for a future delegate swap once a dedicated SOR exists. Halt and surface
+    the raw error on any failure. Re-read to confirm `ENABLED` before continuing.
+  - **Stop** → halt, point to Setup for manual enablement.
+
+Shapes: `references/mcp-invocation.md` (Phase 1a).
+
+## Phase 1b — SLA Management for IT Service prerequisite gate
 
 **Resolve this gate first, on its own. Reads are safe up front; confirm the org before any write.**
 "SLA Management for IT Service" is enabled only when **both** Simplified SLA Setup **and** SLA
@@ -26,8 +49,8 @@ the writes are **delegated to `itsm-shakti/SLASettings`** (owns the SLA-Manageme
 settings surface) — discover → describe → dispatch rather than re-deriving the routes here.
 Shapes / preconditions / `enableBlockedReasons` / ack wording: `references/mcp-invocation.md`.
 
-- **Read both** (`dispatch_readonly`); proceed to Phase 0.6 **only when both are on**.
-- **On an OFF org, read the master license first** (Phase 1 step 1, `service-cloud-itsm-incident`):
+- **Read both** (`dispatch_readonly`); proceed to Phase 2 **only when both are on**.
+- **On an OFF org, read the master license first** (Phase 3a step 1, `service-cloud-itsm-incident`):
   `NOT_AVAILABLE` → **HALT** — don't flip the permanent Versioning switch where Incident SLA can't run.
 - **Two separate `AskUserQuestion` acks — never merge.** (a) master Incident Mgmt `NOT_ENABLED` → ask
   to enable it first (reversible, no permanence warning). (b) a *distinct* permanence ack: completing
@@ -35,24 +58,24 @@ Shapes / preconditions / `enableBlockedReasons` / ack wording: `references/mcp-i
   Management disables later but Versioning stays on). Offer **enable**/**stop** — no "versioning-off";
   a bare "enable SLA" is **not** consent.
 - **Decline (b), non-empty `enableBlockedReasons`, or a re-read mismatch → HALT** — enable no SLA
-  Mgmt/Versioning, don't proceed to Phase 0.6/1 (a reversible master enable from (a) stands). **After
+  Mgmt/Versioning, don't proceed to Phase 2/3a (a reversible master enable from (a) stands). **After
   any write, re-read both and report the REAL state** — never trust `201`/`204`.
 
-## Phase 0.6 — Predefined (OOB) vs Custom
+## Phase 2 — Predefined (OOB) vs Custom
 
 Once the gate passes, offer the OOB policy **before** any custom-flow questions. **Incident only.**
 
-1. **Prerequisite + detect.** Confirm master Incident Mgmt pref `ENABLED` (Phase 1 step 1). Then
+1. **Prerequisite + detect.** Confirm master Incident Mgmt pref `ENABLED` (Phase 3a step 1). Then
    `dispatch_readonly` `GET /headless/invoke/platform/slasettings` (get-existing-checkbox-states) —
    its lowercase-keyed map's `incident` value is the authoritative "is the OOB default seeded?"
    answer (this is the seeder's own dedup read; it maps to display name **"Standard Support for
-   Incidents"**).
+   Incidents"**). An empty map `{}` or a missing `incident` key means not seeded.
    - **`incident: true`** → **no re-seed** (no idempotency), no custom upsell; report it is seeded.
-     **If warn/escalate actions were requested → resolve the named existing milestones → Phase 2.5 →
-     Phase 3 verify → STOP** (attach actions even though the policy was already seeded).
+     **If warn/escalate actions were requested → resolve the named existing milestones → Phase 5 →
+     Phase 6 verify → STOP** (attach actions even though the policy was already seeded).
 2. **Fork.** **First — before presenting the fork prompt** — read the live `Incident.Priority`
-   picklist. This is the **Phase 1 step 3 `Incident/describe`** pulled forward (its
-   `fields[].picklistValues`), cached per Phase 0 — so the Custom branch's Phase 1 step 3 is then a
+   picklist. This is the **Phase 3a step 3 `Incident/describe`** pulled forward (its
+   `fields[].picklistValues`), cached per “Before you start” — so the Custom branch's Phase 3a step 3 is then a
    no-op, not a second describe (**Custom-Priority coverage note; informational — NOT an OOB option**). If it carries
    **custom active values beyond the four standard tiers** (Critical / High / Moderate / Low) — e.g.
    an org-added `Emergency` — the fork prompt must **say plainly that the predefined policy covers
@@ -60,37 +83,53 @@ Once the gate passes, offer the OOB policy **before** any custom-flow questions.
    Do **not** *proactively* offer to bolt a milestone for them onto the predefined policy, and **never
    re-seed** (the seeder builds one fixed bundle server-side and isn't idempotent — re-running
    duplicates). Point the user to the **Custom** path by default, which reconciles every value against
-   the live picklist **and adds a milestone for each custom active Priority value** (Phase 1.4 / Phase 2
-   step 10). **But if the user *explicitly* asks to add a milestone for a custom tier onto the seeded
+   the live picklist **and adds a milestone for each custom active Priority value** (Phase 3b / Phase 4A
+   step 4). **But if the user *explicitly* asks to add a milestone for a custom tier onto the seeded
    policy, honor it** — resolve the seeded *Standard Support for Incidents* policy by name (SOQL) and
    delegate a **direct `csp-sun/create-milestone`** against that policy id (the same milestone-attach op
-   the Custom flow uses at Phase 2 step 10 — a direct attach, **not** a re-seed of the bundle). The
-   default decision stays a clean Predefined-vs-Custom fork; the explicit attach is opt-in only. **Then** ask one `AskUserQuestion`, **Predefined first / recommended**:
+   the Custom flow uses at Phase 4A step 4 — a direct attach, **not** a re-seed of the bundle). The
+   default decision stays a clean Predefined-vs-Custom fork; the explicit attach is opt-in only.
+   **Priority matrix note.** Also read the matrix flag (`references/mcp-invocation.md` → Priority
+   matrix flag). The predefined policy is priority-tiered, and with the matrix **off** every Incident
+   gets the org's default priority, so only that tier's milestones fire. If it is off, say so plainly
+   in the fork prompt (when the fork is skipped, on the Priority-tiered option of the strategy
+   question instead) and point to `service-itsm-incident-priority-configure` to turn it on. This is a
+   warning, not a gate — never enable the matrix from this skill.
+   **Business Hours note (only when the user specified hours).** The seeder takes **no** Business Hours
+   input — it always attaches the org's active **default** Business Hours (`IsDefault = true`), or none
+   if the org has no active default. So if the user named a schedule or described a calendar (e.g.
+   "Mon–Fri 9–6 IST"), run the Phase 3a step 4 query first and say plainly in the fork prompt that the
+   predefined policy would use *<default name>* (or no Business Hours), **not** their requested hours,
+   and recommend **Custom**, which honors them. Never patch the seeded policy's Business Hours after
+   the seed. If the user said nothing about hours, add no note and ask nothing about them.
+   **Then** ask one `AskUserQuestion`, **Predefined first / recommended** (unless a note above
+   redirects to Custom):
    Salesforce's predefined Incident policy (*Standard Support for Incidents* — priority-tiered) **or**
    a custom one. One-way: predefined seeds an **active** policy + Entitlement, no un-seed path (manual
    delete only).
    - **Predefined →** **do not resolve or ask for an Account.** The seeder wires the policy's
-     Entitlement and BusinessHours **server-side itself**, so Phase 1 steps 4 (default BusinessHours)
-     and 5 (Account) are Custom-flow inputs and are **not** run here — asking for an Account on this
-     branch is an over-ask. The Phase 3 test Incident sets the seeded Entitlement's `EntitlementId`
-     **directly** (no Account needed). → **Phase 2-OOB** → **Phase 2.5** (if actions requested) →
-     Phase 3 verify → **STOP**.
-   - **Custom →** existing Phase 1 → 1.4 → 1.5 → 2 → 3, unchanged.
+     Entitlement and BusinessHours **server-side itself** (org default Business Hours), so Phase 3a
+     steps 4 (Resolve Business Hours) and 5 (Account) are Custom-flow inputs and are **not** run here
+     (beyond the read the Business Hours note above needs) — asking about Business Hours or an Account
+     on this branch is an over-ask. The Phase 6 test Incident sets the seeded Entitlement's `EntitlementId`
+     **directly** (no Account needed). → **Phase 4B** → **Phase 5** (if actions requested) →
+     Phase 6 verify → **STOP**.
+   - **Custom →** existing Phase 3a → 3b → 3c → 4A → 5 (if asked) → 6, unchanged.
 
-## Phase 1 — Preflight & discovery
+## Phase 3a — Preflight & discovery
 
 **On any `401` / `403` / `404` from a step below, halt and surface the raw error** — the org/client is misconfigured. `401` → MCP auth (ECA/token). `403` → user perm OR ITSM Incident Management license/pref missing. `404` → `headless-360` not activated OR Entitlement Management not enabled for Incident.
 
-1. **Master Incident Management pref — direct read** *(skip conditions in Phase 0)*.
+1. **Master Incident Management pref — direct read** *(skip conditions in “Before you start”)*.
    `dispatch_readonly` `GET .../connect/setup/discovery/features`, filter `features[]` to the **exact**
    `apiName == "service-cloud-itsm-incident"` — never a look-alike (`service-cloud-incident-management`
    is generic Case-based Incident Management, not our target). Read `status`: `ENABLED` → proceed;
    `NOT_AVAILABLE` (license missing) → **halt and surface it** — cannot be enabled here, no delegate/ack;
    `NOT_ENABLED` → **explicit `AskUserQuestion` ack first (never auto-enable as an implied SLA
-   dependency)**, then delegate to `service-itsm-incident-mgmt-configure` inline (confirms-to-write) and
-   re-read; if declined, halt — every SLA artifact below depends on the master being on. Full shape + why
+   dependency)**, then delegate to `service-itsm-incident-mgmt-configure` inline — that ack is the
+   delegate's confirm-to-write, so never ask twice — and re-read; if declined, halt — every SLA artifact below depends on the master being on. Full shape + why
    setup-org-preferences 404s here: `references/mcp-invocation.md` (Preflight A).
-2. **Discover the Connect operations** — *(skip if already verified this session — see Phase 0)*.
+2. **Discover the Connect operations** — *(skip if already verified this session — see “Before you start”)*.
    `mcp__headless-360__discover(query="sla-management milestone")` to confirm the SLA Management
    Connect API is indexed, then `mcp__headless-360__describe(id=<operation_id>)`
    for the `milestone-types`, `sla-policies`, and `sla-policies/{id}/milestones` POST operations to pull
@@ -98,22 +137,38 @@ Once the gate passes, offer the OOB policy **before** any custom-flow questions.
    the corpus does not index this surface for the org — direct the user to **Setup → SLA/Entitlement
    setup** and stop.
 3. **Verify Incident Management + SLA fields** — *(skip if `Incident.describe` result for the
-   current org is already in context — see Phase 0)*. Otherwise `dispatch_readonly` on
+   current org is already in context — see “Before you start”)*. Otherwise `dispatch_readonly` on
    `GET /services/data/v{version}/sobjects/Incident/describe` and confirm `fields[]` includes
    `EntitlementId`, `SlaStartDate`, `SlaExitDate`. If the describe 404s or fields are missing, direct
    the user to enable Entitlement Management for Incident and stop. **This same describe also yields
-   the live `Incident.Priority` picklist** (`fields[].picklistValues`) consumed by the Phase 0.6 fork
-   note and the Phase 1.4 / Phase 2 step 10 reconciliation — so on the Custom branch it is already in
-   context from Phase 0.6 step 2 (Phase 0 skip).
-4. **Find default BusinessHours** — *(skip if `BusinessHoursId` for the current org's default is
-   already captured this session)*. Otherwise `dispatch_readonly` on `GET /services/data/v{version}/query` with
-   `query_params.q="SELECT Id, Name FROM BusinessHours WHERE IsActive = true AND IsDefault = true"`.
-   If `body.records` is empty, stop with a message to create default Business Hours in Setup. Capture
-   `BusinessHoursId`.
+   the live `Incident.Priority` picklist** (`fields[].picklistValues`) consumed by the Phase 2 fork
+   note and the Phase 3b / Phase 4A step 4 reconciliation — so on the Custom branch it is already in
+   context from Phase 2 step 2 (“Before you start” skip).
+4. **Resolve Business Hours** — *(skip if the `BusinessHoursId` and name for the current org are
+   already captured this session)*. Otherwise `dispatch_readonly` the active Business Hours query
+   (`references/mcp-invocation.md` → Resolve Business Hours; returns name, default flag, time zone,
+   and weekly windows). Then resolve by what the user said — first match wins:
+   - **Named a schedule** ("use EMEA Support hours") → exactly one active record with that name
+     (case-insensitive) → use it, **no question**. No match or several → `AskUserQuestion` listing the
+     active records by name; on no match also offer **Create "<name>"** — ask its time zone, days
+     and start/end time, then plan a create (Phase 4A step 1) under the user's name.
+   - **Described a calendar** ("Mon–Fri 9–6 IST", "24×7") → reuse an active record whose time zone and
+     weekly windows match, **no question**. None matches → plan to **create** one (Phase 4A step 1),
+     named after the description (e.g. `Incident SLA — Mon–Fri 09:00–18:00 IST`).
+   - **Named only a time zone** ("use IST", no days or hours) → `AskUserQuestion`: **24×7 in that time
+     zone (Recommended)** or **Custom hours**. Custom hours → ask which days and the start/end time.
+     Then treat the answer as a described calendar (reuse a match, else plan a create).
+   - **Said nothing** → exactly one active `IsDefault=true` record → suggested default, **no
+     question**. No default / several / other ambiguity → `AskUserQuestion` listing the active records
+     by name.
+   - **No active records at all** → tell the user plainly, then `AskUserQuestion`: create a **24×7**
+     schedule in the org's time zone (Phase 4A step 1) or stop and create one in Setup.
+   Capture the Id internally (never shown) and the name — or "new: `<name>` (to be created)" — for
+   Phase 3c. Every create is confirmed at Phase 3c and never sets `IsDefault`.
 5. **Account — NOT required for Incident; do not resolve or ask for one.** Unlike Case, `Incident`
    has no customer-`Account` field, and the Custom flow's Entitlement auto-provisions on activation
-   (`createEntitlement=true`, step 11) **without** an `AccountId` — no write in this flow consumes an
-   Account (engagement is per-Incident via `EntitlementId`; see step 12). So **skip this step** — asking
+   (`createEntitlement=true`, Phase 4A step 5) **without** an `AccountId` — no write in this flow consumes an
+   Account (engagement is per-Incident via `EntitlementId`; see Phase 4A step 6). So **skip this step** — asking
    for an Account here is an over-ask that also seeds the false "Account-scoped auto-apply" premise.
    (Only revisit if a specific leaf's `describe` proves it hard-requires an `AccountId`; it does not
    today.) If the user *volunteers* an Account name, acknowledge it but do not treat it as required.
@@ -121,69 +176,77 @@ Once the gate passes, offer the OOB policy **before** any custom-flow questions.
    name (`... WHERE Name = '<name>' AND SobjectType = 'Incident'` — the field is `SobjectType`;
    `ProcessType` returns `INVALID_FIELD`), each `MilestoneType` the strategy would create,
    `SlaMilestone` under the matched policy, and `Entitlement` by name (no Account filter — Incident has none). If
-   **every** artifact already exists with the requested config, set `noOp=true` and skip Phase 1.4 +
-   Phase 2 (skip condition (b)); any missing/divergent artifact → proceed to Phase 1.4.
+   **every** artifact already exists with the requested config, set `noOp=true` and skip Phase 3b +
+   Phase 4A (skip condition (b)); any missing/divergent artifact → proceed to Phase 3b.
 
-**Coexistence with an existing active Incident policy (Custom flow).** When the Phase 0.6 / Phase 1
+**Coexistence with an existing active Incident policy (Custom flow).** When the Phase 2 / Phase 3a
 reads surface a *different* active Incident SLA policy already present (e.g. a predefined *Standard
-Support for Incidents* detected at Phase 0.6 step 1) **and the user has explicitly asked for Custom**
-(this is the deliberate-Custom case while that policy stays seeded — not the upsell path Phase 0.6
+Support for Incidents* detected at Phase 2 step 1) **and the user has explicitly asked for Custom**
+(this is the deliberate-Custom case while that policy stays seeded — not the upsell path Phase 2
 forbids): **do NOT offer to deactivate, replace, or un-scope the existing policy** — changing a policy
 the user didn't ask to touch is out of this skill's scope and risks disrupting a live SLA (deactivation
 is technically reachable via `activate-sla-policy` `isActive=false`, but that is not this flow's job),
 and predefined has **no un-seed path (manual delete only)**. The
 two are meant to coexist — creating the custom policy never removes or hides the existing one: both
 remain in **Setup → SLA/Entitlement setup** and both stay usable. The custom policy coexists cleanly
-**because it engages per-Incident via `EntitlementId`** (step 12), not by any Account-scoped auto-apply
+**because it engages per-Incident via `EntitlementId`** (Phase 4A step 6), not by any Account-scoped auto-apply
 (Incident has no Account field to scope on) — narrate that, don't fork on it: "your existing *<name>*
 policy stays active; this custom policy is applied per-Incident by setting the Incident's Entitlement
 to it." State the one genuinely singular point without inventing a fix: an Incident engages exactly
 **one** Entitlement (its `EntitlementId`); to put the custom policy on a specific Incident, set that
-Incident's `EntitlementId` to the custom Entitlement (the mechanism Phase 3 already uses) — **never**
-reorder or disable the other policy's criteria. Keep this a Phase 1.5 plan-narration, **not** a
+Incident's `EntitlementId` to the custom Entitlement (the mechanism Phase 6 already uses) — **never**
+reorder or disable the other policy's criteria. Keep this a Phase 3c plan-narration, **not** a
 Replace-vs-Keep-both prompt. **The closing report follows the same rule:** the existing/predefined
 policy stays the broad org-wide one and the custom is targeted per-Incident — do **not** end the report
 by offering to broaden the custom policy to auto-apply to **all** Incidents or to "decide/resolve
 precedence" against the existing policies (there is no leaf that arbitrates cross-policy precedence);
 point to `EntitlementId` for targeting a specific Incident instead.
 
-## Phase 1.4 — Milestone Strategy
+## Phase 3b — Milestone Strategy
 
 Every SLA policy needs at least one milestone. Load `examples/milestone-patterns.md` — it lists the
 skip conditions (concrete shape in prompt / idempotent no-op / explicit up-front authorization) and
 the five strategy options with their `AskUserQuestion` prompt, defaults, and MilestoneType-reuse
-rules. Skip condition (c) still requires Phase 1.5 plan-narration before dispatch. Multi-milestone
-selection expands to N creates in Phase 2 step 10 (one delegation per milestone, `order` 1..N, same SlaProcess).
+rules. Skip condition (c) still requires Phase 3c plan-narration before dispatch. Multi-milestone
+selection expands to N creates in Phase 4A step 4 (one delegation per milestone, `order` 1..N, same SlaProcess).
 
-## Phase 1.5 — Confirm before mutating
+## Phase 3c — Confirm before mutating
 
-7. **Confirm the plan** — present the resolved config (target **org**, **SLA Policy** name, the
-   **engagement model** (per-Incident via `EntitlementId` — **no Account**, since Incident has no
-   Account field), and the **full per-milestone list** — never collapse Priority-tiered / Custom to
-   "N milestones"). **Skip the `AskUserQuestion`** (but still narrate the
+1. **Confirm the plan** — present the resolved config (target **org**, **SLA Policy** name,
+   **Business Hours: `<name>`** (and, if Phase 3a step 4 planned a create, its time zone + weekly windows and
+   that it will be **created** — a new record this skill does not remove later), the **engagement model** (per-Incident via `EntitlementId` — **no
+   Account**, since Incident has no Account field), and the **full per-milestone list** — never
+   collapse Priority-tiered / Custom to "N milestones"). For a Priority-tiered plan with the matrix
+   off, repeat the Phase 2 matrix note here. **Skip the `AskUserQuestion`** (but still narrate the
    plan before dispatch) when up-front authorization was granted (note `(authorized in prompt)`), the
    branch is a no-op, or it was already confirmed in conversation (note `(confirmed in conversation)`);
-   otherwise require an explicit "yes" before Phase 2. Everything after this step mutates the org.
+   otherwise require an explicit "yes" before Phase 4A. Everything after this step mutates the org.
 
-## Phase 2 — Create SLA Artifacts (delegated writes — exact order, each depends on the previous)
+## Phase 4A — Create SLA Artifacts (delegated writes — exact order, each depends on the previous)
 
-**The skill decides every input below; the raw writes are delegated to the approved csp-sun SLA leaf
+**The skill decides every input below; the raw writes are delegated to the approved SLA leaf
 capabilities** (discover → describe → dispatch each) — they own the approved Connect contracts, so do
 not re-derive request shapes here. Capture each returned `id` for chaining only (never surface it —
 Output contract).
 
-8. **MilestoneType(s) → delegate to `csp-sun/MilestoneTypes`.** Decide the set + reuse rule **here**:
+1. **Business Hours (only if Phase 3a step 4 planned a create).** `dispatch`
+    `POST /services/data/v{version}/sobjects/BusinessHours` with the confirmed name, time zone, and
+    weekly windows (shape: `references/mcp-invocation.md` → Resolve Business Hours). **Inline, not
+    delegated** — no served SOR owns Business Hours writes yet; a scoped exception like the Phase 1a
+    enable. Re-read by Id to confirm `IsActive = true` before step 3; on any failure halt and surface
+    the raw error (nothing else has been written yet).
+2. **MilestoneType(s) → delegate to `csp-sun/MilestoneTypes`.** Decide the set + reuse rule **here**:
    reuse a single MilestoneType across milestones that share a name (Priority-tiered "Incident First
    Response" is reused across **all** its milestones, including any custom active Priority value);
    create separate MilestoneTypes for distinct concerns (Response + Resolution = two; Escalation
-   ladder = three); skip a name the Phase 1 probe already found. Delegate the raw create per required
+   ladder = three); skip a name the Phase 3a probe already found. Delegate the raw create per required
    type; a detected/reused one is narrated by name only (Output contract: name, never `→ <Id>`).
-9. **SLA Policy → delegate to `csp-sun/create-sla-policy`.** Pass `processType='Incident'`, the
-   default `businessHourId` from Phase 1, and the entry/exit criteria confirmed in Phase 1.5. Created
-   **inactive** — activation is the explicit step 11 so the auto-entitlement is provisioned. **The
+3. **SLA Policy → delegate to `csp-sun/create-sla-policy`.** Pass `processType='Incident'`, the
+   `businessHourId` resolved in Phase 3a and confirmed in Phase 3c, and the entry/exit criteria
+   confirmed there. Created **inactive** — activation is the explicit step 5 so the auto-entitlement is provisioned. **The
    create response echoes nulls — verify via SOQL, not the body; narrate the policy by name, never
    the Id** (Output contract).
-10. **Milestone(s) → delegate to `csp-sun/create-milestone`, one delegation per milestone** in
+4. **Milestone(s) → delegate to `csp-sun/create-milestone`, one delegation per milestone** in
     ascending time-trigger order (`order` 1..N, same policy). Build each `milestoneCriteria` **here**
     from `assets/attach-milestone.json` + the per-pattern `filterItems` in
     `examples/milestone-patterns.md`. **This is where the Priority reconciliation lands:** match every
@@ -193,32 +256,32 @@ Output contract).
     no-`slaProcessId`-in-body, and confirm-from-body (this endpoint returns `201` even on a failed
     save) contract. On any failure, halt (no half-attached policy) — narrate each by `MilestoneType`
     name, never its Id/`triggerId` (Output contract).
-11. **Activate + auto-provision Entitlement → delegate to `csp-sun/activate-sla-policy`.** Activate
+5. **Activate + auto-provision Entitlement → delegate to `csp-sun/activate-sla-policy`.** Activate
     the policy and provision its Entitlement in one call — `isActive` and `createEntitlement` are
     **QUERY params, not a body** (always send `createEntitlement` explicitly). This is the **custom
     flow only** — it replaces the old `active:true`-on-create + manual `POST /sobjects/Entitlement`.
     The **OOB seed path does not run this step at all**: its single `save-selected-options` call seeds
-    an already-active policy and auto-provisions the Entitlement itself (see Phase 2-OOB). The leaf carries the
+    an already-active policy and auto-provisions the Entitlement itself (see Phase 4B). The leaf carries the
     no-500 activation contract: a `200` with a returned `entitlementId` is the success shape. Capture the
     returned `entitlementId`. **Verify by reading the policy back (`active=true`)**, never the write response.
-12. **Engagement targeting (Incident has NO Account-scoped auto-apply).** Unlike Case, **`Incident`
+6. **Engagement targeting (Incident has NO Account-scoped auto-apply).** Unlike Case, **`Incident`
     has no customer-`Account` field** (its only Account-ish field is the polymorphic `ReportedById`),
     so an Entitlement's auto-apply criteria **cannot be Account-scoped for Incident** — do not attempt
     it, and **do not ask for or bind an Account for auto-apply scope** (that was an over-ask that also
     caused a mid-flow contradiction). **Default: per-Incident targeting** — the custom policy engages by
-    setting an Incident's `EntitlementId` to this policy's Entitlement (the same mechanism Phase 3
+    setting an Incident's `EntitlementId` to this policy's Entitlement (the same mechanism Phase 6
     uses); create **no auto-apply criterion**, and say so in the plan/report ("engages per-Incident via
     `EntitlementId`; no auto-apply criterion — Incident has no Account field to scope on"). Only if the
     user **explicitly** wants an org-wide always-match criterion do you delegate to
-    `csp-sun/create-entitlement-criteria` (`entitlementId` from step 11; leaf owns the uppercase
+    `csp-sun/create-entitlement-criteria` (`entitlementId` from step 5; leaf owns the uppercase
     `AND|OR|CUSTOM` `criteriaType` contract — mixed-case / `RuleFilter` / `Formula` silently fail to
     open on the Setup edit page; verify by "read every rule in the org, match by `entitlementId`") —
     and first surface that an always-match criterion **collides** with any existing broad Incident
     policy (Coexistence rule). Narrate by name, never the Id.
 
-## Phase 2-OOB — Seed the Predefined Incident Policy
+## Phase 4B — Seed the Predefined Incident Policy
 
-Reached only from Phase 0.6 Predefined (replaces Phase 1.4/1.5/2). The predefined **"Standard
+Reached only from Phase 2 Predefined (replaces Phase 3b/3c/4A). The predefined **"Standard
 Support for Incidents"** bundle is seeded by **one** call to the platform's own default-policy
 seeder — the same action the SLA Settings Setup page runs — served headless on the Aura dispatcher
 route. Core's seeder builds the entire active bundle itself (policy + MilestoneTypes + milestones +
@@ -232,7 +295,7 @@ Follow the seed recipe in `references/mcp-invocation.md` (**Predefined Incident
 1. **Detect (dedup).** `dispatch_readonly` `GET /headless/invoke/platform/slasettings`
    (get-existing-checkbox-states) — its lowercase-keyed map's `incident` value is the authoritative
    "is the OOB default already seeded?" answer. **`incident: true`** → **no re-seed** (the seeder is
-   NOT idempotent — re-running duplicates), no custom upsell; report it seeded and skip to Phase 2.5/3.
+   NOT idempotent — re-running duplicates), no custom upsell; report it seeded and skip to Phase 5/6.
 2. **Seed.** `dispatch` `PATCH /headless/invoke/platform/slasettings/save-selected-options` with body
    `{"selectedOptions": ["incident"]}` — **the value MUST be lowercase `incident`**; the capitalized
    `Incident` returns a server-side `500`. A `200` with body `true` is success. This provisions the
@@ -240,19 +303,21 @@ Follow the seed recipe in `references/mcp-invocation.md` (**Predefined Incident
    activate PATCH, so the 500 that path could throw never arises.
 3. **Verify.** Re-read `GET /headless/invoke/platform/slasettings` and confirm `incident: true`, then
    SOQL `SlaProcess` for **"Standard Support for Incidents"** `IsActive = true` (do not trust the write
-   body). Narrate the policy by name, never its Id.
+   body), selecting `BusinessHours.Name` too. Narrate the policy by name, never its Id, and report
+   which Business Hours it uses by name — or plainly that it has none (no active default existed).
 
-Then Phase 2.5 (if actions requested), Phase 3 (a non-lowest tier — Moderate/Low, not Critical),
+Then Phase 5 (if actions requested), Phase 6 (a non-lowest tier — Moderate/Low, not Critical — subject
+to the Phase 6 step 2 stopping rule),
 and **STOP** — no *proactive* custom offer. Any custom-Priority coverage gap was surfaced at the
-Phase 0.6 fork (as an informational note + redirect to the Custom path), **not** by proactively
+Phase 2 fork (as an informational note + redirect to the Custom path), **not** by proactively
 augmenting the seeded OOB policy here. **The one exception is an *explicit* user request** to attach a
 milestone (or a warn/escalate action) to the seeded policy — honor it via a **direct
 `csp-sun/create-milestone`** (resolve the *Standard Support for Incidents* policy by name; a direct
 attach, **never** a re-seed), then verify and STOP.
 
-## Phase 2.5 — Milestone Actions (optional: Warn / Escalate)
+## Phase 5 — Milestone Actions (optional: Warn / Escalate)
 
-After milestones exist (Phase 2 or 2-OOB), **only if** the user asked to warn/escalate/notify: apply
+After milestones exist (Phase 4A or 4B), **only if** the user asked to warn/escalate/notify: apply
 the requested checkpoint(s) to **every milestone the user named** (not just one), each offset computed
 from that milestone's own target. Map "warn at X%" → an offset *before* target, "on breach" →
 *at/after* it; **confirm the full set before writing** (up-front auth waives the re-ask; narrate it
@@ -260,7 +325,7 @@ regardless — no headless delete), then, per milestone, delegate to headless
 **`create-milestone-action`** (`discover` → `describe` → `dispatch`). **Confirm each from the response
 body** (`success` + non-empty `actionMappings`; a *timed* checkpoint also returns a `triggerId`), never
 the `201`. Narrate each by its **`MilestoneType` name**, never the milestone Id/`triggerId` (Output
-contract). **Id-leak guard — the #1 retest failure lands here:** you hold the policy Id and each
+contract). **Id-leak guard — Ids most often leak here:** you hold the policy Id and each
 milestone Id internally (you need them to target each action write), but the **pre-write plan table
 AND the closing report MUST key every row by the milestone's tier / Priority / MilestoneType name**
 (e.g. row header `Emergency`, `Critical`), **never** its Id. Do **not** write `Emergency
@@ -268,25 +333,29 @@ AND the closing report MUST key every row by the milestone's tier / Priority / M
 parenthetical, or the report — those Ids are chaining-only. Formula, roles, example body, defaults,
 IST business-hours note: `references/mcp-invocation.md` (Milestone Actions).
 
-## Phase 3 — Verify
+## Phase 6 — Verify
 
-13. **Verify the SLA Policy** — SOQL on `SlaProcess` (do not trust the create response); confirm it
+1. **Verify the SLA Policy** — SOQL on `SlaProcess` (do not trust the create response); confirm it
     read back `active=true` — from the activation delegation (Custom flow) or from the seeder (OOB).
-14. **Create a test Incident** to prove engagement — **both flows: set the policy's `EntitlementId`
+2. **Create a test Incident** to prove engagement — **both flows: set the policy's `EntitlementId`
     directly on the test Incident** (`Incident` has no Account field, so there is no Account-scoped
     auto-apply to rely on; `EntitlementId`-direct is the reliable engagement path — Custom uses the
     Entitlement returned by activation, OOB the seeded Entitlement). For Priority-tiered / OOB
     strategies, test a tier **other than the lowest `order`** — Critical is order-1, the collapse
     fallback, so it can't detect a dropped criterion. If a direct `Priority` insert is rejected (it
-    may be matrix-derived), set `Urgency`/`Impact` to derive the tier. Narrate by `IncidentNumber`,
-    never the Id.
-15. **Verify engagement + tiering** — SOQL that an `EntityMilestone` landed on the **correct tier**
+    may be matrix-derived), set `Urgency`/`Impact` to derive the tier and read `Priority` back.
+    **Stopping rule:** if the matrix flag is off, create **one** test Incident only. If the matrix is on
+    but the derived `Priority` is still the order-1 tier after **one** `Impact`/`Urgency` adjustment,
+    stop creating test Incidents. Either way, report that the SLA engages but the other tiers were not
+    checked, say why (matrix off / matrix maps these inputs to that tier), and point to
+    `service-itsm-incident-priority-configure`. Narrate by `IncidentNumber`, never the Id.
+3. **Verify engagement + tiering** — SOQL that an `EntityMilestone` landed on the **correct tier**
     (a Moderate/Low Incident → the 240/960 tier, NOT 30/120) with a `TargetDate` — that row is the
     reliable engagement proof. `Incident.SlaStartDate` is populated when you set `EntitlementId` at
     insert, but can be **null** when the Entitlement is auto-applied via criteria (the milestone still
     lands); treat a null `SlaStartDate` as a non-blocker, not a failure. The create `201` always
     echoes `milestoneCriteria:[]`; only this runtime read proves the ACTIVE criteria persisted.
-16. **Report results** using the output format in `examples/output-templates.md`.
+4. **Report results** using the output format in `examples/output-templates.md`.
 
 ---