the "End Impersonation" button does not appear when impersonating an external user

[Haruka Kubota1]

When I impersonate an external user from system administrator, the "End Impersonation" does not appear.
Is there any way to display the "End Impersonation"? We have confirmed that system administrator has the snc_internal role.

＜process＞

[Sulabh Garg · Accepted solution]

Hello Haruka,

Please check the below KB, However as you mentioned that user already have 'snc_internal' role then this issue should not come at first place.

End Impersonation does not work for external users

Please Mark ✅ Correct/helpful, if applicable, Thanks!! 

Regards

Sulabh Garg

[Haruka Kubota1]

I understood that "end impersonation" is not available if I impersonate an external user.

Thank you very much.

[Hitoshi Ozawa]

Hi Haruka,

As is mentioned in Now Support link in Sulabh's reply, role snc_internal is required to end impersonate. Since external user do not have this role, it would not show. To get back to system administrator, impersonate system administrator instead.

This is ServiceNow specification so can't be changed.