impersonator does not work for Non-Admin

[Brian Lancaster]

We are on Jakarta Patch 5 and have user who are ITIL but not full on Admins.   For some reason they are not able to impersonate users.   When they click on impersonate they and try to search for someone it says not matches found.   Any ideas on why this is happening or if this is an known issue with Jakarta?

[Brian Lancaster]

Yes I have also tested that and that will work during out testing.   I'm not sure we want to be giving any body who might need to be able to impersonate the user admin role once we go live.

[Alessandro Alme]

jaspalsingh, works like a charm. Thanks!

[Mike Colley]

Adding the user_admin role was a work around for me.

[richardchadd · Accepted solution]

Please see knowledge article KB0657636:

KB0657636 Non-admin users with impersonator role cannot see users to impersonate except recently imp...

There is following problem to address this:

PRB1244652 Non admin users with impersonator role unable to select any users from the impersonation dialog, except for users in the recent impersonation list

We cannot advise when a fix will be delivered at this time.

Use one of the following workaround methods:

• Create a READ ACL on the sys_user.locked_out field and give it a role that your impersonators have (Impersonator role)
  
  
• Allow this base system ACL to pass for any role/user by removing the existing roles on the ACL sys_security_acl.do?sys_id=68918dc8a9020100bc4180c3c1bda548

[stevede]

For those where KB0657636 does not work, Chuck Warner at ServiceNow recommended the following which did work:

1. Create a new READ ACL sys_user.* and add the role impersonator to the new read ACL.

2. If you have an existing sys_user.locked_out read ACL then you will need to implement the impersonator role addition mentioned above.