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.

[DirkRedeker]

Hi Thanks, to let us know about the reasons. BR Dirk

[Aurin]

How do you Unlock users ??

[Prateek kumar]

You have to make sure the Active checkbox is set to true and Locked out checkbox to false on the user record.

Please mark my response as correct answer and helpful if it helped solved your question.
-Best Regards
Prateek kumar

[Aurin]

Thanks for your reply Prateek. That does help but I want to unlock all users in one shot. All users in my dev instance got automatically Locked Out. No idea how or why that happened. I can go into each account and unlock it. But that would take me a few hours. Is there any way to unlock all accounts in one shot ?

Thanks!

[Prateek kumar]

Here is the script that will unlock all the users in one go.

Navigate to System Definition> scripts-background and run below script

var tab = new GlideRecord('sys_user');
tab.query();
while(tab.next()){
tab.active =true;
tab.locked_out = false;
tab.setWorkflow(false); //helps in prevent running of BR's while updating
tab.autoSysFields(false);
tab.update();
}

Please mark my response as correct answer and helpful if it helped solved your question.
-Best Regards
Prateek kumar