Impersonation button is missing in service portal for admins after Tokyo Upgrade.

[prash4]

Impersonation button is missing in service portal for admins after Tokyo Upgrade.

[SatyakiBose]

Hello @prash4 

Can you please confirm if the impersonate option is available in the classic UI?

If not, under System Properties > UI Properties the "Enable impersonation button in banner line" property should be unchecked. Check it,  and refresh the page.

You might also want to check these KBs out:

• https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0751543
• How To: Add Impersonate User in Service Portal (using OOB Header Menu)

[prash4]

Hi @SatyakiBose 

1) Yes - impersonate option is available in the classic UI

2) unchecked and refreshed -  "Enable impersonation button in banner line" property should be unchecked 

not showing option to impersonate in sp.

[varunp]

Did you find any solution? I am having the same problem.

[mdunwell]

Hi @varunp ,

Were you able to get this resolved?

I was experiencing the same issue and was able to get it resolved with the following article:

How To: Add Impersonate User in Service Portal (using OOB Header Menu)

Widget #1 was already in place on my instance, but I had to add Widget #2 and the Angular ng-template record.

Once that was done, I placed Widget #2 at the top of the Service Portal home page, and that seemed to do the trick.

Hope that helps someone.

Regards,

Merritt D.