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.

[Chris M3]

The search box is not a contains search, its a starts with.  Looking at the display value for the user.  So, for example, you couldn't pull up System Administrator by searching for admin.  Try that out?

[DirkRedeker]

Hi To impersonate, you need the admin role assigned to the user you are using. If you have the admin role assigned, go to the role definition of the 'admin role and make sure the checkbox 'elevated privilege' is NOT checked. Then try again,. Log out and in again and try to impersonate. Good luck. Let me know if that worked and mark my answer as correct and helpful. BR Dirk

[John Fallara]

I updated my original post, and I'm adding the same info here, inline:

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]

Is User Fred Luddy Active in your system??

You can only impersonate Active Users

[John Fallara]

Yes, he is. This is a new Madrid dev instance I just setup the other day. Haven't done much beyond play with some UI themes so far.