Resolve automated flow failures that prevented Customer Community Plus users from creating incidents via email or the portal. By correctly populating the Reported By field with Person Account records, the system now ensures incidents are properly linked to the employee’s profile and visible in the My Reported Incidents list view. The underlying flow logic now validates both User and Person Account objects, restoring full Email-to-Incident functionality and maintaining a seamless support experience for all portal users.
Where: This change applies to Lightning Experience in Enterprise and Unlimited editions with Agentforce IT Service.
How: No manual configuration is required. The system now automatically identifies the correct account type to ensure incident records generate successfully and display accurately in the user's portal view.