Post New York Upgrade issue: Order guide in CSM Portal not creating Cases properlyDescriptionThe issue occurs after the instance is upgraded to New York (from Madrid) and noticed that Order guide don't create Cases properly. For example the contact field is not populated on the case and few times case itself is not created.Errors in the logs relating to a script include called 'CSQueryBRUtil' org.mozilla.javascript.EcmaError: Cannot convert null to an object. Caused by error in Access Control: 'service_entitlement' at line 3 1: answer = false; 2: if (gs.hasRole('sn_customerservice.customer')) ==> 3: answer = new global.CSQueryBRUtil().canESMUserReadEntitlement(current,new global.CSQueryBRUtil().TABLE_SERVICE_ENTITLEMENT); 4: else if(gs.hasRole('sn_customerservice.consumer')) 5: answer = new global.CSQueryBRUtil().canConsumerReadEntitlement(current,new global.CSQueryBRUtil().TABLE_SERVICE_ENTITLEMENT); There is a message being popped up which says "You do not have access to create case for this account" which is coming from the below OOB business ruleCauseThe root cause is BR "Prevent Invalid Case Creation" where the input should be sys_id of account but input in coming as name of account.ResolutionIf we modify the BR "Prevent Invalid Case Creation" like below then it works://customisation at line 7 and 8.var gr = new GlideRecord("customer_account");gr.get("name",current.account);//replaced with account name with account sys_idif(accessibleAccounts.indexOf(gr.sys_id+ "") == -1 && accessibleAccounts.indexOf("all") == -1) {It is not recommended to modify OOB BR. So the workaround is input coming to BR should be sys_id of account. I see that the account is auto-populated as a variable in the order guide. Changing the account name to account sys_id will solve the issue