Impersonating issue on esc portal

[rmaroti]

Hi Everyone,

When I want to impersonate a user in the esc portal on dev, click on "search for user", I see accounts which have multiple emails listed (see screenshot).

On the first sight the users don't exist, but they are shown in the portal when we select any highlighted email it wont impersonate and similarly like lot of other email showing duplicate in search bar so, can anyone suggest for to fix this issue?

[GlideFather · Accepted solution]

Hi @rmaroti,

check the user table, it seems to me that these users have the emails instead of their user ID and or Names:

If the users are obsolete, you can deactivate them...as one cannot impersonate for inactive users 

[Ankur Bawiskar]

@rmaroti 

is this happening all the times and for all users including admin when they try to impersonate?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Dr Atul G- LNG]

Hi @rmaroti 

Looks like it could be a data issue. Are these users actually existing accounts, or could they be guest accounts or created via email? Try repairing the ESC portal plugin. Also, are you facing the same issue in the native view as well?

[GlideFather]

@rmaroti and be careful about sharing the company data, especially the people's names. it can be a problem with GDPR and privacy topics. Rather delete or anonymise the picture you shared in your original post. You never know who will see it...