Issues Impersonating Other Users on ServiceNow PDI using Utah version

WazzaJC · ‎08-01-2023

Issues Impersonating Other Users on ServiceNow PDI using Utah version

Hi Guys - has anyone ever / is currently experiencing similar issues and may have a solution how we fix this.

I have upgraded my PDI to Utah some months ago.

For some reason (please see my screenshot attached) there are very limited options to Impersonate Users?

I cannot choose any Users (example the full list of OOTB users that are usually accessible here) - just these couple of names.

I haven't seen these issues previous to Utah instance upgrade.

Why can I not Impersonate any User I would like to choose and has anyone solved for this issue previously?

Many thanks guys for any advice/guidance.

Kind Regards.

Arun_S1 · ‎08-02-2023

@WazzaJC You can impersonate an user only when the below conditions are true

1. Active =true

2. Locked Out= false

3. Web Service access only = false

Request you to check all the three fields to successfully impersonate a user.

Please mark the appropriate response as correct answer and helpful.

Thanks!!

ritu_saluja · ‎08-01-2023

Please refer to below article.

Please mark my answer correct and helpful if it helps you.

Arun_S1 · ‎08-01-2023

@WazzaJC Please check if the sys_user records are set to active true, as far as I know you will not be able to impersonate an inactive user.

Please mark the appropriate response as correct answer and helpful.

Thanks!!

WazzaJC · ‎08-01-2023

Hi Arun - the sys_user records are all set to Active = True, so this is not the issue, I have checked.

Thanks.

ritu_saluja · ‎08-01-2023

please mark it as correct if it is correct so that the thread can be closed.