impersonator does not work for Non-Admin

Brian Lancaster · ‎12-14-2017

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?

richardchadd · ‎01-10-2018

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

View solution in original post

mcarpenter · ‎07-13-2018

i have tried everything above and I am still having the impersonator issue. How is everyone else working around this? Are you making all your testers Admins?

Alessandro Alme · ‎07-14-2018

Hi!

What's your instance version? I suggest you create a Personal Development Instance with the same you company version and execute the steps described in article KB0657636.

This solution worked in my instance.

Rahul Priyadars · ‎12-05-2018

User_admin role is also allowed for given ACL - So we can grant impersonator and User_admin it will work for non admins.