Admin Proxy: User Impersonation

Contents

Overview

Note: In order to access this feature, it will need to be enabled by your Program Architect or Customer Success Manager. 

Super administrators & HR administrators are able to impersonate other users within their organization using the Admin Proxy feature. This tool will be helpful in situations where users report an issue or discrepancy that administrators cannot otherwise see on their end. 

Accessing the Admin Proxy

Administrators can access the Admin Proxy feature by going to:

Admin → Program Management → Impersonate → Admin Proxy

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Once there:

1. Select the user that you wish to impersonate.

2. Click "Impersonate".

3. Accept the prompt:

impersonate_prompt.png

During impersonation, you'll see a banner at the bottom of the page that indicates which user you're impersonating and the remaining time in the session. To end the session immediately, simply click "Stop Impersonation":

impersonate_session_banner.png

If you do not manually end the session, it will eventually timeout. The timeout default is 1 hour, but this can be increased (by your Program Architect or Customer Success Manager) from 1 hour up to 24 hours. If no action is taken and the session times out, you'll be prompted again via a pop-up:

session_end_prompt.png

Note: Administrators cannot impersonate users who are above them in the Betterworks role hierarchy. As such, an HR Admin (scope applied) cannot impersonate a Super Admin. Impersonation access is only available for users that are designated as Super administrators or HR administrators.

Additional Resources

Visit the Impersonation course in Betterworks University (our Learning Management System). 

Note: You may need to log into Betterworks University before being taken to the course page.

FAQs

If I'm impersonating a user and I generate a report, who is the report sent to?

The report is sent to the email address associated with the user that you're impersonating.

The user that I'd like to impersonate is not listed. Why is that?

If a user has never logged in, you will not be able to impersonate them. This is because we require each user to accept the Betterworks Privacy Policy in order to access the Betterworks application. This step cannot be bypassed via the Admin Proxy feature. Once a user has logged in to Betterworks and accepted the privacy policy, their user profile will display in the impersonation list.

What do I do if I'm impersonating a user and a guide pops up? 

It's best practice not to click on or dismiss a guide. If possible, we recommend working around the guide so that the user who the guide is intended for can see it when they log in.

What data is available to me when I am impersonating?

When impersonating the administrator will have the same view as the user themselves would, and can see & do whatever the user can.