Impersonate for non-admin users

[SNOW User8]

Hi All,

I have created new Role called  "Impersonate Another User" & provided "impersonator" role to that user.

Now user can see impersonate user tab on their profile. But they can't search for users, so that I have created 2 new ACLs on sys_user table,

sys_user.locked out field & sys_user (None) as mentioned in this impersonator does not work for Non-Admin thread.

Now everything is working fine for users with role of "Impersonate Another User". i.e they can impersonate others.

But the problem now is caller field is missing from the incident table. I have double checked my ACLS & there is no other ACL for sys_user (None) & also checked for incident.caller_id (read) ACLs & didn't find out anything. 

Please help me.

[SanjivMeher]

Are you as an admin able to see the caller field?

Did you check, if there is a UI policy or client script which is hiding this field?

The users who are impersonating, do they also have itil role?

[SNOW User8]

Are you as an admin able to see the caller field?

As an Admin I can see caller field

Did you check, if there is a UI policy or client script which is hiding this field?

I have checked Ui policies & client script & its not hiding fields.

The users who are impersonating, do they also have itil role?

No, they don't have itil role

[lSurya 24]

Hello Snow,

As I read your thread, I am getting a feeling that create a read ACL on caller field and give a role public so that everyone can see caller id field. 

because I feel that when you are impersonating, may be the person you impersonated dint have roles for which caller field is readable. 

Just a try and let me know.

Note: Please hit helpful or correct based on the impact of the response.

[SNOW User8]

Thanks for your response Surya Amara. 

I will give a try & let you know.

[SNOW User8]

Hi sanjivmeher, Surya Amara, bricast

I have created new ACL & provided public role. Now the caller field is visible but the itil users not able to read users by clicking caller field search icon.

What I can do? Help me please