---
schema_version: "1"
id: 08c6dcbb5faa937fd3908e8fde66f94e33ffbc362e2a8e5d70647c17c0bf019d
title: Self-Service
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_parent.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_it_service_selfservice_parent.htm&release=260&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 93bdbb499b2a07d4aa765e60788682952955fc6750336ee4252a7d1f54d660c3
description: Transform the employee experience with an AI search-powered portal that unifies the service catalog, knowledge, and asset management. Improve transparency by providing employees with a centralized hub to monitor the real-time lifecycle and activity of their tickets. Streamline IT operations and simplify user access by transitioning to structured service request workflows and a unified employee licensing model.
products:
  - Cross Cloud Packages Solutions
release: "260"
---
# Self-Service

Transform the employee experience with an AI search-powered portal that unifies the service catalog, knowledge, and asset management. Improve transparency by providing employees with a centralized hub to monitor the real-time lifecycle and activity of their tickets. Streamline IT operations and simplify user access by transitioning to structured service request workflows and a unified employee licensing model.

- **[Centralize Support Issue Tracking in My Tickets and Requests](https://help.salesforce.com/s/articleView?id=release-notes.rn_centralize_support_issue_tracking_in_my_tickets_amp_requests.htm&release=260&type=5)**  
    My Tickets and Requests is a dedicated hub on the self-service portal where employees can track and manage the lifecycle of their submitted IT requests. It consolidates incidents, service requests, and cases into a list view that you can filter and search. The hub provides visibility into the fulfillment process with detailed progress timelines and the ability to add comments to open tickets.
- **[Simplify User Onboarding with the Unified Employee License (UEL)](https://help.salesforce.com/s/articleView?id=release-notes.rn_it_service_unified_employee.htm&release=260&type=5)**  
    Streamline the provisioning of new employees and simplify access management by utilizing the IT Service Portal Employee User permission set license (PSL), Unified Employee License (UEL) and the standard Unified Employee profile. This new licensing model replaces the need for custom Customer Community Plus (CCP) profiles, and you can create an Employee record from a User record with a single click. This process applies only when you create new employee users. Existing users modeled as employees with a CCP license and profile are unaffected. New UEL users maintain the same access and permissions as existing CCP users.
- **[Manage IT Assets by Using a Service Request Workflow](https://help.salesforce.com/s/articleView?id=release-notes.rn_transition_it_asset_management_requests_to_structured_service_request_workflow.htm&release=260&type=5)**  
    Streamline IT Asset Management by transitioning the process of provisioning IT requests from a generic Case record to a dedicated Service Request workflow. Standardize the lifecycle for hardware refresh and reclaim tasks, and provide purpose-built structures for fulfillment, SLAs, and assignment hierarchies. By separating demand generation from general support, you gain superior operational visibility and more accurate performance metrics.
- **[Restore Incident Creation for Customer Community Plus Users](https://help.salesforce.com/s/articleView?id=release-notes.rn_it_service_selfservice_etoinc.htm&release=260&type=5)**  
    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.