---
schema_version: "1"
id: c9912957fbf57eb49f4a0ac1532d4673dff33856f01d0a65056ffaee0cb59c75
title: Restore Incident Creation for Customer Community Plus Users
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/260-0-0/rn_it_service_selfservice_etoinc.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_it_service_selfservice_etoinc.htm&release=260&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 4323d578bdaebdf591b14cee2cacc38034466585fe2b43399b194f91dfb9260c
description: 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.
products:
  - Cross Cloud Packages Solutions
release: "260"
---
# Restore Incident Creation for Customer Community Plus Users

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.