Issues Impersonating Other Users on ServiceNow PDI using Utah version

[WazzaJC]

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.

[WazzaJC]

Hi Ritu - I cannot mark it as correct as it did not resolve/provide a solution for me unfortunately.

Kind Regards.

[Arun_S1 · Accepted solution]

@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!!

[WazzaJC]

Hi @Arun_S1 

Thank you ever so much kind sir, I really appreciate your help!

I checked as per the conditions you outlined above and indeed, I had to make the necessary corrections.

In many cases, the Users in my PDI had 'Locked Out set to True'.

Once I updated all these Users to 'Locked Out = False', that has now completely solved the problem!

Thank you once again - very much appreciated Arun 🙂

Kindest Regards, WazzaJC