Impersonation approval

[rohanshisethi]

Hi, 

Can we have an approval over impersonation in ServiceNow?

Like if I am impersonating you, then you'll get an email or pop-up in Native page, stating that XYZ is trying to impersonate, with approve and reject button.

[Ravi Chandra_K]

Hello @rohanshisethi 

This is very interesting question.

But I don't think that configuration is available OOB.

The purpose of impersonation is to test and validate in lower instances. very few users have impersonation access in Prod (that too for very few admins in rare cases due to security reasons).

By the time end user comes, see the mail and approves, that is very time taking process. That wouldn't be ideal for testing and validating.

We can implement restrictions on who can be impersonated though.

Please mark my answer as helpful and correct if helped.

Kind Regards,

Ravi Chandra

[anithanarayan]

Hi @rohanshisethi Hi @Ravi Chandra_K 

A similar requirement has been requested by my customer as well. Has there been solution or work around found for that ? The different options we discussed internally are as below -

1. Disable impersonation in Prod Instance for all users

2. Based on impersonation event generations, trigger email notification to the concerned User.

However, an approval workflow (Dev, Test & Prod) is apt where the concerned user approves the impersonation, post which only impersonation role is added to the request user.

I also found this ServiceNow KB article

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0751543

[Prasanna_Patil]

Hi @rohanshisethi 

In my opinion, it is preferable to have in PROD. Because PROD is the primary instance, and in order to eliminate any impact, an approval procedure is preferable.

However, we do not require it in Dev or UAT because these are development/testing environments. Developers may utilize impersonation in their job, and testers will undoubtedly continue to use it.