Impersonation

Impersonation allows administrators to temporarily assume the identity of another user. This is primarily a support and troubleshooting tool, enabling admins to reproduce user issues, verify permissions, and validate workflows exactly as the user experiences them.

Impersonation is intentionally restricted and audited to ensure accountability.

What Impersonation Does

When impersonating a user:

• You assume the user’s identity and permissions
• All actions are performed as that user
• Access Rules, training requirements, and project scoping are fully enforced
• Activity is attributed to the impersonated user, but logged as impersonated

This ensures that behavior observed during impersonation accurately reflects real-world usage.

Starting Impersonation

Administrators can initiate impersonation from the User Action Menu.

Typical use cases include:

• Diagnosing booking or access issues
• Verifying training or role-based permissions
• Assisting users with complex workflows
• Validating configuration changes

Warning

Impersonation changes your active session context. This may briefly disrupt your admin session.

Known Session Behavior

Because impersonation interacts directly with authentication and session state, there are a few important behaviors to be aware of:

• In some cases, you may be redirected to the login screen when starting impersonation
  → If this happens, simply retry impersonation
• When stopping impersonation, you may need to re-establish your admin session
• These behaviors are expected and do not indicate a failure or security issue

Ending Impersonation

Ending impersonation restores your original administrative identity.

If you are logged out during this process, log back in normally to resume administrative work.

Auditing & Accountability

All impersonation actions are logged in the Activity panel, including:

• When impersonation starts
• When impersonation ends
• Which administrator performed the action
• Which user was impersonated

This ensures transparency and traceability for all impersonation activity.

Best Practices

• Use impersonation only when necessary
• Avoid performing destructive actions while impersonating
• Clearly communicate with users if impersonation is used to investigate their issue
• Always verify you have exited impersonation before continuing admin work

Be Responsible!

Impersonation is a powerful tool — used responsibly, it significantly improves support efficiency without compromising system integrity. Impersonation should be used judiciously to respect user privacy and maintain trust.