Impersonation

The Impersonation functionality enables Service desk and Administrators to seamlessly impersonate users within an organization and its child organizations for support reasons. Granular control over impersonation is provided within parent-child organizations, allowing authorized users to impersonate only within their designated parent and child organizations.

Considerations #

• The Impersonation functionality is enabled by default for an organization both for a single entity and for organizations embodying parent-child relationship.
• The Impersonation functionality is provided to every cutomer organaization by default. The customer administrator can restrict the impersonation access by assigning the Service Desk role to authorized users.
• A maximum of 10 sessions—5 active sessions and 5 recently stopped sessions are shown on the Impersonation overview page.
• To maintain control over sensitive data and ensure compliance with privacy standards, customer administrators can enable or disable impersonation for their organization.
• If a session is inactive for over 6 hours, the impersonation session will end automatically.
• If impersonation setting is disabled for an organization, no user will be able to impersonate that organization (whether for the same organization user, parent organization user, or ZF Service Desk). This might affect support through impersonation until the impersonation setting is enabled by the respective organization administrator.

Impersonate user #

To investigate an issue and to provide support to users from your own organization or from your child organization, you can impersonate a user from the Impersonate page.

1. In the Admin module > click Impersonate (). The Impersonate page is displayed.
   
NOTE:

Up to five active sessions and five recently closed sessions are displayed in the Recent sessions section.

From the Actions column, click Start session to go to the “Start impersonating as” dialog, and select the module to be launched.

To stop impersonation, click “Stop session”.

2. From the Organization list, select your own organization (parent) or the child organization to impersonate. The available users from the selected organization are listed in the Available users section.
NOTE:
• Your own organization (parent) will appear at the top of the list followed by your child organizations.
• If an organization is a single entity with no child organizations, the organization list is not displayed. Instead, the users associated with the organization are shown in the Available users section.
• Select the “Show only Account owner” checkbox to view only the account owner name.
3. Select the user to be impersonated. The” Start impersonating as <impersonated user>” is displayed.
   
4. From the Select module list, select the required module to start the session. In this example, the Admin module is selected. This is a representative image of the Admin module.



NOTE:

The session started on account of impersonation is indicated by the impersonation icon next to the user name in the upper right corner.

Track changes in audit logs #

You can track the changes made through impersonation from the Audit logs app. 

This is a representative image that shows the audit logs as viewed by the child organization: they will be able to view the parent organization name who has impersonated the child organization.

This is a representative image that shows the audit logs as viewed by the parent organization: they will be able to view the user name who has impersonated the organization whether their own (parent) or child organization.

Search users to impersonate #

You can search user names on the Impersonate page using the Search feature.

In the Search box, enter the required information. Records matching the search criteria are listed.