question Re: Unable to access impersonation and user roles after dev cloning in Upgrades and Patching forum

Unable to access impersonation and user roles after dev cloning

NikhilG32113509 — Thu, 24 Apr 2025 10:50:38 GMT

Hello Community,

We are in the process of upgrading our ServiceNow instance to Xanadu. As part of the upgrade, we recently performed a development environment cloning.

Post-cloning, we have encountered issues accessing interface dialogs such as impersonating users and managing user roles. These functionalities appear to be unresponsive.

Has anyone faced similar issues during an upgrade or cloning process? Any guidance or recommendations to resolve this would be greatly appreciated.

Thank you in advance for your support!

Regards

Nikhil

Re: Unable to access impersonation and user roles after dev cloning

Dr Atul G- LNG — Thu, 24 Apr 2025 10:57:32 GMT

Hi @NikhilG32113509

Cloning is essentially like a copy-paste from production to development. Please check (I know it’s not best practice, but check if the user is able to impersonate in production). Provide the role for a limited period and just verify. It looks like some data might have been overridden, or an ACL that was disabled in production might have been applied in development. You can log a case with Now Support.

Re: Unable to access impersonation and user roles after dev cloning

Ankur Bawiskar — Thu, 24 Apr 2025 11:23:31 GMT

@NikhilG32113509

I don't think it's an issue with cloning.

What's the exact issue?

you are not able to impersonate some users?

If my response helped please mark it correct and close the thread so that it benefits future readers.

Re: Unable to access impersonation and user roles after dev cloning

NikhilG32113509 — Thu, 24 Apr 2025 11:27:51 GMT

Hi Tera Patron,

Thank you for your assistance, our prod instance is working as expected along with the impersonation and user roles and test instance as well. A high-level ticket has been created with SNOW support. Awaiting for them to reciprocate.

Re: Unable to access impersonation and user roles after dev cloning

Dr Atul G- LNG — Thu, 24 Apr 2025 11:29:05 GMT

Hi @NikhilG32113509

It's Not SNOW, its SN or ServiceNow. Can you provide some screesnhot to understand more about your issue.

Re: Unable to access impersonation and user roles after dev cloning

NikhilG32113509 — Thu, 24 Apr 2025 11:55:14 GMT

Hi Ankur,

The issue is we are not able to impersonate any user. Raised a ticket with SNOW for assistance.

Regards,

Nikhil