If a user reports that they cannot see certain modules in the Application Navigator, the best way to troubleshoot is to impersonate the user. Impersonation allows an administrator to see exactly what the user sees without needing their password.
Steps to Impersonate a User in ServiceNow:
Click on your profile icon (top-right corner).
Select Impersonate User.
Search for and select the user's name.
The instance will reload, and you will see the UI as the user experiences it.
Navigate to the Application Navigator and check for missing modules.
Once done, click Stop Impersonation.
Why is Impersonation Useful?
Ensures security (no need to reset or look up passwords).
Speeds up troubleshooting by allowing admins to replicate user issues.
Helps verify role-based access permissions.
Incorrect Answer Choices
❌ A. Look up their password, so you can login with their account
This is a security violation and 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
Bomgar is a remote support tool, but impersonation is the built-in and recommended method for troubleshooting in ServiceNow.
❌ E. Launch a NowChat window
NowChat is used for customer support and collaboration, not for verifying module visibility.
Official CSA Documentation Reference:
Impersonate Users in ServiceNow
User Roles and Permissions