I gave impersonate role to user but users are still not visible while impersonating?

Bruce lee · ‎02-12-2025

Ankur Bawiskar · ‎02-12-2025

@Bruce lee

this KB has some solution

Users with the impersonator / admin role are not able to impersonate other users

1) This is caused by bad data in the sys_user_has_role table, which was records with no value in the User field.

2) Look for records where User is empty.

3) Delete all the sys_user_has_role records where User field is empty.

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

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

View solution in original post

Dr Atul G- LNG · ‎02-12-2025

Hi @Bruce lee

A user with a lower role can't implement the higher role, meaning a ITIL user can't impersonate Admin. Try to log out and log in back and check.

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Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
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Bruce lee · ‎02-12-2025

The problem is none of users are visible as shown in the image

Dr Atul G- LNG · ‎02-12-2025

Looks like cache issue. Did you try cache.do

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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Bruce lee · ‎02-13-2025

Hi @Dr Atul G- LNG Thanks for the response I have tried Delete all the sys_user_has_role records where User field is empty and now its working fine as expected