Administrators can impersonate other authenticated users for testing purposes and view
impersonation logs. The impersonation option is not visible in the mobile view of the
When impersonating another user, the administrator has access to
exactly what that user can access in the system, including the same menus and modules. The
instance records anything the administrator does while impersonating another user as having been
done by that user.
Impersonating a user is not supported for mobile phones. For most mobile
phones, however, it is possible to impersonate a user by switching to standard view, performing
the impersonation, and switching back to mobile view. Some mobile devices may have problems
rendering the Impersonation dialog.
Use this feature to test what different users can do
in the system and to perform actions for them if needed.
Note: Users with the admin can
impersonate 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.
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