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
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.
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.