Unable to find a user during Impersonation

Products

• Clarity PPM SaaS
• Clarity PPM On Premise
• Clarity FedRAMP

Issue/Introduction

While attempting to use the 'Impersonate a User' feature, certain users are not appearing in the user dropdown list and therefore cannot be selected for impersonation.

Environment

Clarity 16.3.3 

Resolution

Impersonating a user in Broadcom Clarity (formerly CA PPM) is a powerful administrative feature that allows an administrator or a user with specific rights to log in as another user. This is primarily used for troubleshooting, replicating issues, or providing support.

Here are the steps and important considerations for impersonating a user in Clarity:

Prerequisites

Before you can impersonate a user, ensure the following:

• User Rights: The user performing the impersonation must have the "Impersonate a User" global access right. 
• Active User: The user you want to impersonate must be an active resource/user in Clarity. 
• Enable for Impersonation: The user who will be impersonated must be enabled for impersonation and this setting can be updated from the Clarity Modern UX --> Administration --> Users --> Ensure Enabled for Impersonation for the user is checked