Administrators can impersonate other authenticated users for testing purposes.
When impersonating another user, the administrator has access to exactly what that user would
have access to in the system, including the same menus and modules. ServiceNow records anything the administrator
does while impersonating another user as having been done by that user.
Use this feature to test what different users can do in the system and to perform actions for
them in their stead.
Note: IT System Administrators [admin] can impersonate ServiceNow users.
However, when impersonating a user with an application admin role for Human Resources or Security Incident Response, an admin is not
able to access features granted by that role, including security incidents and profile
information. Access to modules and applications in the navigation bar is also restricted. Also,
admin cannot change the password of any user with an application admin role for Human Resources
or Security Incident Response.
Note: The user account to be impersonated must have a User ID. This ID can be found in
the User [sys_user] record for the account. If this value is missing, the message The
user you selected could not be impersonated appears.
Several different logins are recommended to test the system:
- An admin account to do work.
- An itil (or similar) login to test as a technician.
- An ess login to test as an end user.
More logins may be required to adequately test the system.
Note: When you impersonate a user who is locked out or is inactive, the system forces
a logout after you generate an event or click a link. All changes made while using impersonation
affect the current session. Make sure you properly logout, then login after impersonation is