--- sourceDocument: Brazil ServiceNow AI Platform Administration sourceDocumentLink: https://www.servicenow.com/docs/r/platform-administration Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil ServiceNow AI Platform Administration ft:clusterId : - platadm bundleId : - platadm workflow : - Platform --- # Impersonating users # Impersonating users {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Impersonating users ServiceNow administrators can impersonate authenticated users to test and troubleshoot by accessing the system exactly as the impersonated user would. This includes identical menus, modules, and permissions. All actions during impersonation are recorded as if performed by the impersonated user, enabling accurate testing and auditing. Show full answer Show less ## Impersonation limitations * Impersonation supports scope-protected roles and encryption module roles when configured through module access policies. * Impersonating users with admin or application-specific admin roles (e.g., Human Resources admin) restricts access to certain features unless the impersonator already holds those roles. * Admins cannot change passwords of users with application admin roles during impersonation. * Impersonation ends if the admin impersonates another user or the session ends (e.g., logout). * Impersonation start and end events are logged in the system log for auditing purposes. ## Requirements and best practices * The user to be impersonated must have a valid user ID in the User \[sysuser\] record; otherwise, impersonation is not possible. * Use multiple user accounts with different roles (admin, technician, end user) for comprehensive testing. * Attempting to impersonate locked out or inactive users will cause an automatic logout upon action initiation. * Changes during impersonation affect only the current session; log out and back in for accuracy after impersonation. ## Additional features * Mobile impersonation is supported through ServiceNow mobile apps. * Administrators must enable visibility of the impersonation feature before users can use it. * Users can select or enter a username to start impersonation. * All impersonation sessions are logged in the system log, with dedicated auditing for tracking every session. Administrators are able to impersonate other authenticated users, a feature primarily used for testing. This function enables the administrator to access the system exactly as the impersonated user, including identical menus and modules. All actions performed by the administrator during impersonation are recorded as if they were executed by the impersonated user. ## Impersonation limitations {#c_ImpersonateAUser__section_apk_znw_11c} When you impersonate a user, all scope-protected roles and encryption module roles are supported if the Impersonation option is configured in the module access policy. See [Create a module access policy](https://www.servicenow.com/docs/access?context=create-module-access-policy&version=brazil&pubname=brazil-platform-security&ft:locale=en-US) for details. Impersonating a user enables access to scope-protected and encryption roles, as defined in the access policy. However, if impersonating a user with an admin role, access to certain features and modules is limited unless the impersonator already possesses those roles. Impersonating a user with an application-specific admin role, like Human Resources admin or Security Incident Response, limits access to certain features such as security incidents and profile information, unless these roles are already assigned to the impersonating admin. This restriction extends to certain modules and applications in the navigation bar, and admins can't change the password of users with application admin roles. The following actions or conditions cause a user impersonation to end: * The user impersonates a different user * The user session ends, for example after a user logs out of their instance Note: When an administrator starts impersonating a user, the 'Impersonate Begin' event is logged in the system log. Similarly, the 'Impersonate End' event is recorded when impersonation concludes under one of the two conditions listed above. {#c_ImpersonateAUser__ul_mdw_zxj_rzb} ## Impersonation requirements {#c_ImpersonateAUser__section_mgy_c4w_11c} The user account to be impersonated must have a user ID. You can find this ID in the User \[sys_user\] record for the account. If this value is missing, the message The user you selected could not be impersonated appears. You need several different accounts to test the system. * An admin account to do work * An information technology infrastructure library (ITIL), or similar, account to test as a technician * An ESS account to test as an end user {#c_ImpersonateAUser__ul_qjx_vzj_rzb} More logins may be required to adequately test the system. Note: If you try to impersonate a user who is either locked out or inactive, the system will automatically log you out if you initiate an action or select a link. Remember that all changes made during impersonation only apply to that session. To help ensure accuracy, log out and then log back in after completing the impersonation. ## Mobile impersonation {#c_ImpersonateAUser__section_h1v_cdx_54b} Mobile impersonation is available on ServiceNow mobile apps. For information on mobile impersonations, see [Mobile impersonation](https://www.servicenow.com/docs/access?context=mobile-impersonation&version=brazil&pubname=brazil-mobile&ft:locale=en-US). * **[Manage the visibility of the impersonation feature](https://www.servicenow.com/docs/4tn~S4CE22uGF2tYHlNEOg)** Before users can impersonate another user, an administrator must make the feature visible. * **[Impersonate a user](https://www.servicenow.com/docs/GyAsoYMwL4lIwEN_j8g0LA)** You can select a user or enter a different user name to perform an impersonation. * **[Impersonation logs](https://www.servicenow.com/docs/MeA_kqq41AWVYYPNgWmwMw)** Impersonations are logged in the system log. * **[User impersonation auditing](https://www.servicenow.com/docs/4IeC0WzzY_Tu0hOx86nMkQ)** User impersonation auditing creates a structured, dedicated audit trail for every impersonation session.