Can't Impersonate Users

[John Fallara]

Still pretty new to ServiceNow, and our implementation is just getting off the ground. Completed the SN Fundamentals course and am trying to learn more in my own Dev instance (Madrid). Right out of the gate though I'm running into an issue. I can't impersonate users.

I'm logged in as Admin. When I pull up the Impersonate option, anyone I try to search for to impersonate returns "No Matches Found." I already did some digging around in the forums here, and have tried modifying the READ ACL for sys_user.locked_out as detailed here with no luck. Any ideas?

EDIT: Yes, I am logged in as Admin. I did quite a bit of Impersonating during training, so I know how the process works. Yes, the user(s) I'm trying to impersonate are in the system. The problem I get is that when the Impersonate box pops up, and I enter a name to search for, it returns "No Matches Found." It doesn't matter who I search for. Nothing returns.

[Prateek kumar]

Check this out.

https://hi.service-now.com/kb_view.do?sysparm_article=KB0726447

[John Fallara]

Tried it. The resulting query was empty. No orphaned records.

[Prateek kumar]

Try this and see if this makes any difference.

https://YourInstanceName.service-now.com/impersonate_dialog.do

have you tried other browser, or clear instance and browser cache of current browser.

for instance cache.

https://YourInstanceName.service-now.com/cache.do

[John Fallara]

I tried both of those links (putting in my instance where indicated in the URL) and in both cases I still can't impersonate.

I have tried Chrome, Edge, IE, and Firefox. It is the same in all of them. Whatever is going on, I don't think it's client side.

[John Fallara · Accepted solution]

I figured it out. All of the users in the demo dataset were "Locked Out" and thus couldn't login or be impersonated.

While I'm happy I got it sorted, I'm really confused as to why they would all be Locked Out in a brand new dev instance that I just spun up. It wasn't anything I changed. It's largely academic now, but if anyone knows why all the users would have been Locked Out, I'd be interested to know. Thanks everyone who tried to help with this! I appreciate it!