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

[Gilbert Escobar]

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

[Gilbert Escobar]

Hi Shashank Jain,

We Impersonate many different users that show up as the ticket Approvers and many of them are managers or directors with so many Roles (100s of them, I think) so that will take so much time just to match all the Roles for each Approver.

Yes, the Impersonation is mainly for Approval purposes and I don't know the mandatory approval roles.

Can you provide the list of those Roles so I can try them out?

Thank you.

Gilbert Escobar

[Shashank_Jain · Accepted solution]

@Gilbert Escobar ,

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

1. Approver User Role (approver_user, approval_admin) – Allows a user to receive and act on approval requests.

2. 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!

[Gilbert Escobar]

Thank you Shashank.

I will give this a try later assigning the Roles you mentioned to the newly created user.

It seems like these roles will be enough since we are mainly impersonating the Approvers for the ticket and do the Approval.

Again in the test scenario done manually, we don't have to create a user.  We just look for the Approver(s), impersonate one of the Approvers (if more than one), then click on the Approve button, end the impersonation, check the State of the ticket and check the Assignment Group value.

And again, ATF seems to work well with this scenario when there is only 1 Approver or 1 Approval to process.  When there are 2 or more Approvals, the Step "Click a UI Action" to click on the Approve button fails most of the time.

Thanks for your help.

Gilbert

[Gilbert Escobar]

Hi Shashank,

There seems to be some things still missing.

After the "Create a User" Step and assigning those 3 Roles that you mentioned, the user I created is nowhere to be found when I add the Impersonate Step.

Also, if it works for the first Approver, do I need to create 2 more users for the next 2 Approvers (if ticket requires 3 Approvals)?  Or can I use just this one newly created user for all the 3 Approvals?

If you have any sample ATF Tests that have 1 Approval and 2 or more Approvals, please share the Steps you use for Creating the User and Impersonating the User.

Thank you.

Gilbert