User Impersonation

[Thumimku]

User impersonation involves a system's ability to temporarily grant access to another user's account, typically that of support personnel. This feature is invaluable for tasks such as troubleshooting, testing, or resolving user-related issues, eliminating the need for the original user's login credentials. Business users can report issues through various communication channels, such as support tickets or direct contact with the support desk, detailing the problem. Support personnel should then be able to investigate and troubleshoot the reported issues based on these references. This approach enables support personnel to understand the actual flow of the issue and gather additional information for further troubleshooting. IS must provide the capability for user impersonation to users within the same organization to facilitate efficient issue resolution and support processes.