AI Search Hands-On Lab – Unable to Access "Service Portal" Module While Impersonating a User

[JOEL_N]

Hi ServiceNow Community,

I'm currently going through the ServiceNow Training - AI Search: Explore AI Search with a Hands-on Lab. As part of the exercise, I’m practicing the concept of impersonating a user — specifically, Abraham Lincoln. The impersonation is successful, and I can navigate the instance as the user.

However, I'm encountering an issue: the "Service Portal" module does not appear in the application navigator while impersonating the user, which is required for the next step in the lab. I’ve confirmed that the module is visible when not impersonating, so it seems to be related to the impersonation or the user's roles.

Could someone please advise on how to resolve this or if there’s a configuration I might be missing?

Thanks in advance!

[Dr Atul G- LNG]

Hi @JOEL_N 

I think you're heading in the wrong direction. I tried the same thing in my PDI. You need to open the Service Portal and use the lab instance link (SP).

https://LABINSTANCE.service-now.com/sp