Two Admins Impersonate the Same User with Different Outcomes

[Community Alums]

Hi there. I could use some assistance.

My manager and I are both admins in a Shared ServiceNow Instance. We both are testing access to the "Close Incident" UI Action on Resolved Incidents using a test user account. When my manager impersonates them, she can see the "Close Incident" UI button, can click it, and the incident closes. (This test user should not have access to do that.) When I impersonate the exact same test user, the "Close Incident" UI button is not available at all. We are both admins, and outside of impersonation can close an Incident at any point in the workflow, and both can see the "Close Incident" UI button when in a state of Resolved.

Would appreciate any assistance on this!

[Prateek kumar]

Are you both opening the same incident?

Close Incident UI action may have conditions that are not just role specific

[Community Alums]

Hi Prateek,

We have checked the same 4 incidents each, and we have the same occurrence where she sees the button and I do not. I've attached a screenshot of the UI Action configuration form. I don't see where any other conditions have been defined. Do you have any ideas what those conditions may be?

Thanks,

KS

[Prateek kumar]

May be a cache issue? Can you both try incognito and impersonate the user to check if its stil the same?