'Create a User' - What Roles do you use?

Gilbert Escobar · ‎08-12-2025

Hello,

Impersonate Step has been reliable when there's only 1 Approver.

When 2 or more Approvers are needed to Approve a Request ticket, ATF Test is failing to find the "Approve" button to click in 'Click a UI Action' Step. Somethines it works but most of the time it fails.

When you select Impersonate Step, ServiceNow suggest to use 'Create a User' Step instead.

This does not follow the real scenario of Impersonating a manager or supervisor to Approve the ticket but, maybe it is time to explore on using 'Create a User' Step.

What Roles do you use in Create a User?

Do you then use Impersonate Step to impersonate this new user you just created?

If there are 2 or more Approvers required to Approve the ticket, do you have to Create a User for each Approver?

Thank you.

Gilbert

Shashank_Jain · ‎08-14-2025

@Gilbert Escobar ,

There’s no single “approval role — it depends on the process and the table, but commonly used roles for approvals are:

Approver User Role (approver_user, approval_admin) – Allows a user to receive and act on approval requests.
ITIL Role (itil) – Often given to users who need to approve in IT service management processes (e.g., incidents, changes).
Note - These 3 roles will be enough.

If this helps, please consider marking my answer as helpful/accepted — it motivates me to stay active in the community and also helps others find relevant solutions more easily.

Thank you!

If this works, please mark it as helpful/accepted — it keeps me motivated and helps others find solutions.
Shashank Jain

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Shashank_Jain · ‎08-12-2025

@Gilbert Escobar ,

Long time ago, I faced a similar issue in the past where the user impersonation step was failing if the user hadn't been created beforehand.

So, I recommend creating the user first, and then proceeding with impersonation. This should prevent the test from failing.

Hope this helps!

If you find this solution helpful, please consider marking it as accepted solution.

Thank you!

If this works, please mark it as helpful/accepted — it keeps me motivated and helps others find solutions.
Shashank Jain

Shashank_Jain · ‎08-12-2025

@Gilbert Escobar , Hope it helped!

If you find it helpful, mark the solution as accepted.

Thank you!

If this works, please mark it as helpful/accepted — it keeps me motivated and helps others find solutions.
Shashank Jain

Gilbert Escobar · ‎08-13-2025

Hello Shashank Jain,

Sounds like 'Create a User' is a good solution that's why I am asking "What Roles to give the user to be created?". Do you give 1 or more Roles to this new user?

Thanks.

Gilbert

Shashank_Jain · ‎08-13-2025

@Gilbert Escobar ,

It basically depends on the requirement and what you are testing.

If you are testing for approval purposes, you should assign all the mandatory approval roles available in the instance to the other approval user.

Hope this helps!

If this helps, please consider marking my answer as helpful/accepted – it motivates me to stay active in the community and also helps others find relevant solutions more easily.

Thank you!

If this works, please mark it as helpful/accepted — it keeps me motivated and helps others find solutions.
Shashank Jain