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.
- When you impersonate a user, all scope-protected roles are removed from the user being
impersonated. However, if the impersonating user (the admin, for example) has a
scope-protected role, that role is not removed from the list of roles for the user being
- Impersonating a user is not supported for mobile phones. For most mobile phones, however,
you can 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
- When impersonating a user with an application admin role for Human Resources or Security Incident Response, an admin cannot
access features granted by that role, including security incidents and profile information.
Access to modules and applications in the navigation bar is also restricted. Admins cannot
change the password of any user with an application admin role for Human Resources or Security Incident Response.
The user account to be impersonated must have a user ID. You can find this ID 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.
You need several different logins 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
In some cases, impersonating a user might cause an issue that makes it difficult to
switch back (for example, if in a test environment, the user is being presented with a broken
To return to the user, navigate to http://<instance name>.service-now.com/logout.do and log