Admin user is not able to impersonate & Not able elevate roles

[chandra sekhar8]

Hi All,

Admin user is not able to impersonate  any user. After selecting user in impersonate It's showing as per the attached document. Please let me know why this happened.

When we click on Elevate roles also It's showing error as per the attached document.

Note :I have verified admin user is already security_admin role.

Please let me know what change need to implemented.

Thank you

[Anand Kumar P]

Hi @chandra sekhar8 ,

Check admin user profile is active and not locked out and having impersonation role.

And also check for below property if that is causing issue 

System Property = glide.ui.session_timeout Under the 'Value' field type the required value in minutes. (for example, 60 - meaning 1 hour or 120 - meaning 2 hours)

Refer below kb

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0726360

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0793530

If my response helped, please mark it as the accepted solution ✅ and give a thumbs up👍.
Thanks,
Anand

[chandra sekhar8]

@Anand Kumar P 

I have verified session time out 60 min. There is no user has empty role. please let me know what I search as another way.

Thank you

[Ankur Bawiskar]

@chandra sekhar8 

are you saying none of the admins are able to impersonate?

[Ankur Bawiskar]

@chandra sekhar8 

Is that admin user having impersonator role?

Did you try to clear instance cache using cache.do and then logout and login again?