(ITSM) Company vs (CSM) account - merge?

[Kristin S_ M_]

Hi all, 

We have a heavily customized instance, mainly adapted to the needs of our Operations department. Their customers are configured primarily for ITSM tickets, with a service portal used both by internal users (in our company) and customer users. Some of these are non-roled users, some have roles so as to be able to read tickets (INC, RITM,CHG) reported by other users in the same company. To ensure customers cannot see tickets from other companies, a Tenancy module was added. This is based on the Company a user belongs to, but a user (mostly internal users) may have access to other Tenants as well. This means our Operations department may see tickets related to their own contracts, but not for application development contracts. 

After using ITSM for a while, several other departments in our company wanted to start using ServiceNow for different types of cases. It was decided that this would happen in the CSM module so as not to cause trouble for Operations and their customers. A new portal was added, and the new department's customers were added in Accounts, with Contacts and Assets according to their needs. 

Now, a good way into active usage we have finally come to the point of realizing that some of these customers are in fact the same companies, which are now duplicated in our companies list. Company A has both a "company" record and a "account" record (sys_class). These have separate Tenants, and users may or may not overlap, in the sense that user 1 may be authorized to both ITSM and CSM portals, but user 2, 3, etc may only view one or the other. 

We are now trying to find a way to create a 1-stop portal that all our departments may share, where each user may see all tickets relevant to him, either from ITSM or CSM modules. That means one login, one sys_user record, one company. But we're kind of stuck in a "can't see the forest for all the trees" rut here. 

How can we merge companies to be visible both as "company" in Incident, and Account in CSM, and users to correspond, while at the same time ensuring that both customers and internal users can be given access to the correct tickets and information. Some of the contracts deal with tickets that may contain classified information, so this is a very important point.

To sum up: 

- Tenancy on company level ensures restricted visibility but requires duplicate companies and therefore duplicate users.

- User experience is badly affected by having multiple user id's to juggle for different contracts with the same vendor (us) 

- sys_class on core_company and sys_user tables seems to hinder us from merging company/user records between ITSM and CSM modules

Does anybody have any experience with similar issues? I'd appreciate any and all hints towards a smooth solution here. 

[Mallissa]

Hey Kristin, it's quite some time back I appreciate, but did you ever figure out a viable solution?