Impersonate a user

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.

Before you begin

Role required: impersonator or admin

About this task

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 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.

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.

Impersonate a user in UI16

You can select a user or enter a different user name to perform impersonation.

Before you begin

Role required: impersonator

Procedure

  1. In the banner frame, click your user name to open the user menu.
  2. Select Impersonate User.
    The Impersonate User dialog box appears.
  3. Select a user from the Recent Impersonations list or enter a different user's name in the user selection field.
  4. To return to your original login, follow these same steps then select your name from the list.

Impersonate a user in UI15 or UI11

You can click the impersonate icon and select a user name to perform impersonation.

Before you begin

Role required: impersonator

Procedure

  1. Click the impersonate icon (UI15 impersonate icon in UI15, UI11 impersonate icon in UI11) in the banner frame.
    The Impersonate User dialog box appears.
  2. Select the user from the Recent Impersonations list, click the lookup icon and select the user's name from the full list, or type the user's name.
  3. Click OK.

Modify the impersonate option

You can modify, enable, or disable the impersonate option.

The impersonation option and its effects are contained in a UI macro. The UI macro is called impersonate_button. Modifying this UI macro is not recommended.

The impersonation capability can be enabled/disabled with the glide.ui.impersonate_button.enable UI Property, "Enable impersonation button in banner line".

Impersonation logs

Impersonations are logged in the System Log.

The administrator can enable or disable impersonation logging with the glide.sys.log_impersonation property.

Figure 1. Impersonate log
Impersonate log

Force logout

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 page).

To return to the user, navigate to http://<instance name>.service-now.com/logout.do and log back in.