ITIL user unable 'read' Companies that have converted to Accounts (CSM)Issue • User A (ITIL User) has the role ITIL and SNC_INTERNAL.• Company ACME Africa (Class = 'Company', Customer = true)• User B has role SNC_INTERNAL only (class = 'User')• User C has role SNC_EXTERNAL only (class = 'User) User A can view the company record for ACME Africa.User A can view the user records for both User B and C.User A (on the incident form) can select User B and C as the incident caller. Now if we make the following changes on the respective record…1. Company ACME Africa (Class = 'Account', Customer = true)User A can no longer view the company record for ACME Africa. 2. User B has role SNC_EXTERNAL only (class = 'Contact')User A can no longer view the user record for User B 3. User C has role SNC_INTERNAL only (class = 'Contact')User A can no longer view the user record for User C User A is unable to select any User B or C (contact) as the caller of the incident. When a company record is converted to from a 'Company' to an 'Account', any user wanting to view that record must have the appropriate CSM roles, without it we are unable to log an incident for that company.When a user record is converted from a 'User' to a 'Contact', any user wanting to view that record must have the appropriate CSM roles, without it we are unable to select that user as the 'caller' of that incident. How are ITIL fulfiller (without CSM role) supposedly to work in ITSM suite if they no longer can see the company records that have converted to an Account? The same issue is we have identified is when a user (sys_user) is converted to a contact (customer_contact) of an account. ITIL users are unable to view this user record no more, unless they are granted relevant CSM roles.CauseOnce the records are migrated It would need appropriate CSM Roles to be able to access the new class entities because of the access mentioned in the CSM entities. This is an expected behavior ResolutionOnce migrated, These entities Will be considered and used as overall different entities as their use cases are different.. Companies in one hand if they represent internal organisation structure entities.. Accounts represents external B2B customers.. Similarly Own Organization staff are Users while external customers staff are contacts.. ITIL Fulfillers main use cases will be to work on the internal organization issues while CSM Fulfillers are responsible for handling the customer cases. If ITIL Fulfillers needs to also handle the customer cases and issues then they would need appropriate CSM roles.. or within CSM there is an Service Management Integration Docs link - https://docs.servicenow.com/bundle/rome-customer-service-management/page/product/customer-service-management/concept/csm-integration-service-management.html) where a CSM Fulfiller can create Request, Incident, Problem and Change from a Case if there are any internal access needs to be done by a ITIL users