Monitoring user activity
Learn about the tools available to administrators for monitoring users on their instance.
User administration tools
In addition to storing information on a user, user accounts are also associated to groups and roles. Your instance uses groups and roles to determine which records and features an individual may access.
- Impersonation
- Administrators can select user records for impersonation. Use this feature to experience the instance as another user, with that user's preferences and permissions. User impersonation can be a valuable tool for testing and troubleshooting. For more information on impersonation, see Impersonating users.
- Investigating user account activity
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At any time there is a need to review specific user behavior, below are the recommended steps on how to review the transaction logs and event logs:
- Locate the IP address of successful/failed login for a particular ServiceNow user for their instance
- Modify the time frame of the search
- Limiting the scope of the search by user name
- View successful/failed login attempts
For more information about investigating user activity, see the How to investigate user account activity [KB0564981] article in the Now Support Knowledge Base.
- User sessions
With user session management, and administrator can view and terminate individual user sessions, lock out users from the instance, and make users inactive. For details on managing user sessions, see Managing user sessions.
User records are also associated with transaction logs. Administrators can use these logs to track all browser activity for an instance.