Impersonation not fully functioning

[keily_watkins]

I'm an admin and I'm having trouble with the impersonation feature for Problem Management. Right now, I tried using the impersonation feature and it works if I try to impersonate an 'Incident User' but when trying to impersonate an actual person (with a license), I get an error message stating "The user you selected could not be impersonated, typically this is because they had a blank login id." When trying to impersonate 'End User' I am automatically directed to our Employee Self Service page. Any thoughts as to why it's doing this?

[sbailey1]

Kelly,

The message, "The user you selected could not be impersonated, typically this is because they had a blank login id" is actually referring to a missing User ID (user_name) field on the user record.   It's this User ID that you type in along with your password to log into ServiceNow.   Without this field populated, a user is essentially just a contact without rights to log into the system.   Therefore, since they can't log in, you cannot log in as them via impersonation either.  

You will also be prevented from impersonating users who have Locked Out = true or Active = false.

I haven't seen the message you're referring to in any other cases.

Hope this helps.

Stacey

[Jamsta1912]

Hi Keily,

I realise this is a very old post! But, I was experiencing something similar. In my case I found that when impersonating certain test users, I was then unable to move from impersonating them to impersonating anyone else. If I tried to unimpersonate (switch back to me) I didn't get the error message but I'd be stuck with impersonating that user. If I tried to impersonate someone else directly, I would get the error message.

And what caused it was: I had a before query business rule set up that restricts visibility of records on the user table to a limited number, for certain of my test users. So, if impersonating test user A, and I then wanted to impersonate test user B, I would get the error message if for user A the business rule did not allow visibility of the user record for user B. I hope that makes sense! Basically what I'm saying is... check that there are no before query business rules or other similar security constraints that would prevent 'visilbity' of the user you are trying to impersonate.

Jamie.