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12-14-2017 05:57 AM
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?
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User Experience and Design
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01-10-2018 08:19 AM
Please see knowledge article KB0657636:
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
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12-14-2017 06:08 AM
Hi Brian,
I was able to reproduce this in Jakarta and Kingston and have no explanation why it isn't working. I've used it internally in the past, but that several years ago. It feel a bug to me. The docs don't anything specific you need to do outside of assigning the role.
I recommend reaching out to customer support. I'll be interested to hear what they have to say.
HI Service Portal - ServiceNow
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12-14-2017 06:19 AM
Hi Brian,
As ctomasi said it is reproducible in Jakarta & Kingston with no permanent fix but a workaround i.e. to modify read ACL sys_user.locked_out & add ITIL role to the Requires role section.
Problem ticket PRB1156612 & Knowledge base article KB0635388 can be referred for additional details.
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12-18-2017 05:07 AM
This problem refers to Admins not being able to impersonate. We are on patch 5 so this is not an issue. The issue is that non-admin who have ITIL cannot impersonate. As soon as I get HI creds for the new company I am working for I will put in a incident.
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12-18-2017 05:44 AM
I just tested Michael's use of user_admin + impersonator roles and it worked fine.
