Users are not visible for impersonation

[phr]

Hi All,

I have an issue where the user Ben is having an impersonation option . But if the user tries to impersonate he isn't able to see most of the users .

I did check ben's profile and found out that he is active and is not locked out.

Attaching the images for the same.

How to fix the issue.

[Sid_Takali]

Hi @phr 

You should check to see if any of these are true for those users you cannot see.

The scenarios mentioned below pertain to the user that is being selected from the Impersonate User search bar-
1. User has an inactive account or is locked out
2. User is an admin (non-admin users cannot impersonate an admin user, even if they have the impersonator role)
3. User has the "Web service access only" checkbox selected.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0691915 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0726447 

Regards,

Sid

[phr]

Hi @Sid_Takali ,

I did check all these and seems everything's fine.

[Anurag Tripathi]

Are there any changes done to the Impersonation logic?
Any Query BRs on user table?

ACLS on USer Table?

[SN_Learn]

Hi @phr ,

Could you please check the below KB article:

Non-admin users with the "impersonator" role cannot impersonate 

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