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.

[lSurya 24]

Can you share the screenshot? As itil role has access to read user records.

Note: Also if my reply assisted, please mark it as correct/helpful.

[Brian Lancaster]

Hopefully you are doing this in you dev environment but I would roll back all the changes you made and start over.  I don't think it is a good idea to use the public role in ACL's.

[SanjivMeher]

Since the user doesnt have itil role, they maynt have access to sys_user table as well as to the caller field. You need to check ACL on both sys_user table and caller_id field.