If a user reports that theycannot see certain modulesin theApplication Navigator, the best way to troubleshoot is toimpersonate the user. Impersonation allows an administrator to see exactly what the user seeswithout needing their password.
Click on your profile icon (top-right corner).
SelectImpersonate User.
Search for and select theuser’s name.
The instance will reload, and you will see the UI as the user experiences it.
Navigate to theApplication Navigatorand check for missing modules.
Once done, clickStop Impersonation.
Ensures security(no need to reset or look up passwords).
Speeds up troubleshootingby allowing admins to replicate user issues.
Helps verify role-based access permissions.
Steps to Impersonate a User in ServiceNow:Why is Impersonation Useful?
Incorrect Answer Choices Explanation:A. Look up their password, so you can login with their account
This is asecurity violationand not an acceptable practice.
B. Initiate a Connect Chat session
Chatting with the user can help gather information, but it does not allow you to see what they see.
C. Install the Bomgar plug-in
Bomgaris a remote support tool, but impersonation is thebuilt-inand recommended method for troubleshooting in ServiceNow.
E. Launch a NowChat window
NowChat is used forcustomer support and collaboration, not for verifying module visibility.
Impersonate Users in ServiceNow
User Roles and Permissions
Official CSA Documentation Reference:
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