Administrators can impersonate other authenticated users for testing purposes. You can
modify, enable, or disable the impersonate option. The impersonation option is not visible in the
mobile view of the platform.
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.
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 in their
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.
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 you out of the system as
well after you generate an event or click a link.