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Impersonate a user

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Impersonate a user

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 platform.

Before you begin

Role required: impersonator or admin

About this task

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.
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 completed.