Disable the Impersonation ability in both the NowMobile and NowMobile Agent apps

[Donal]

Hi folks,

How do we disable the Impersonation ability in both the NowMobile and NowMobile Agent apps, for all users? My company does not allow the impersonation ability in the web-based ServiceNow Platform UI (Production) and this also extends to our mobile corporate devices (iOS) when using these apps.

I am asking how we disable this function entirely. I am not asking how to begin & end impersonating a user. 

Thank you and best regards,

Donal

[Shaqeel]

Hi @Donal 

You can follow these steps:

1. Navigate to "System Properties > Security".

2. Look for the property "glide.impersonate.isolate_roles".

3. Set the value of this property to a comma-separated list of roles that you want to allow impersonation. If you want to disable impersonation for all users, leave this field blank.

4. Save.

Kindly Mark Solution/Helpful. 🙂

Regards

Shaqeel

[Donal]

Hi Shaqueel.  Am I using the ServiceNow web instance to access System Properties? There is no property called glide.impersonate.isolate_roles in our production instance. 

[Donal]

Hi Support have said:

There is no OOTB way to flat out disable impersonation in the Mobile Apps. If a user has either the 'admin' or 'impersonator' role, they will be able to use the Impersonation function in mobile. If you do not want a user to be able to impersonate in the Now Mobile/Agent Mobile mobile apps, the only way to achieve this is the ensure they do not have either the 'admin' or 'impersonator' roles.

As there is no OOTB solution, has anyone customized the NowMobile and ServiceNow Agent apps to disable the impersonator role entirely?