Unable to Log In As User

[Tom]

Hi,

In the past myself and other Org & Site Admins were able to do 'Log In As User' for normal Confluence 'User's to check permissions. This seems to be greyed out now for some reason.

It says 'Some actions aren't available for your role' and the button is greyed out.

We use SSO if that makes any difference. It definitely worked in the past though.

Any ideas?

Thanks in advance!

[Trudy Claspill]

Hello @Tom 

Welcome to the Atlassian community!

Have you reviewed the constraints on that feature that are described in this document?

https://support.atlassian.com/user-management/docs/log-in-as-another-user/

You can’t use this feature to:

• log in as a user who has the same role as you or higher (meaning, if you're an site admin, you can’t log in as another site admin)

• log in as an invited user who hasn’t accessed your site yet

• log in to your own user account to access a product

• log in to Jira Service Management portal-only customer accounts

Do any of those constraints apply to your scenario?

[YY Brother]

Hi @Trudy Claspill 

I'm a site admin and have the same issue. The user I want to log in is a common jira user.

Thanks,

YY哥

[Trudy Claspill]

Hello @YY Brother 

Have you reviewed the constraints on that feature that are described in this document?

https://support.atlassian.com/user-management/docs/log-in-as-another-user/

You can’t use this feature to:

• log in as a user who has the same role as you or higher (meaning, if you're an site admin, you can’t log in as another site admin)

• log in as an invited user who hasn’t accessed your site yet

• log in to your own user account to access a product

• log in to Jira Service Management portal-only customer accounts

Do any of those constraints apply to your scenario?

[YY Brother]

Yes the user is both portal customer and internal jira user

[Trudy Claspill]

Hello @YY Brother 

You are talking about a Jira user, but this is the Confluence Questions forum.

I suggest you repost your problem in the Jira Questions forum and provide the standard information about your plan/subscription type. Also let us know if that user has ever logged into Atlassian Cloud/Jira directly as a licensed user vs. a customer.

[YY Brother]

I don’t think so. This is about org admin, regardless of the specific product.

[Trudy Claspill]

Has the user ever logged in to Atlassian Cloud/Jira as a licensed user rather than as a customer?

[YY Brother]

Hi @Tom @Trudy Claspill 

I've confirmed with Atlassian Support that:
Only org admin has the permission to impersonate other users. I'm a user access admin, or site admin, or jira product admin, all of which cannot impersonate other users.

Hope it helps.

YY哥

[Tom]

@Trudy Claspill 

Sorry for the long delay. I can confirm that the four constraints listed do not apply in this case, and that I am still unable to impersonate that user.

[Tom]

@YY BrotherThank you for chasing support and confirming! That's a really unhelpful change that they didn't announce or document anywhere.

I know for certain it used to work for users with Site Admin or User Access Admin because I have those permissions delegated to myself and other colleagues.

Personally I don't feel comfortable at all giving out Org Admin to anyone for regular use, including myself. Much less to users who only need to set up other users and then impersonate them to ensure they have access to the necessary spaces and pages in Confluence.

[Shammas Mohamed]

I am an Org Admin and still Login as User functionality is greyed out for me. It used to work for me in the past.

[Trudy Claspill]

Hello @Shammas Mohamed 

Welcome to the Atlassian community.

Did you review the constraints I posted twice in my previous responses? Do any of those apply to the user you're trying to impersonate?

[Shammas Mohamed]

Dear Trudy,

Yes, please see the comments in bold below.

• log in as a user who has the same role as you or higher (meaning, if you're an site admin, you can’t log in as another site admin)

This is happening for all user accounts irrespective of their role/ rights. I am unable to login as a user who got basic rights in Jira/Confluence.

• log in as an invited user who hasn’t accessed your site yet

This is the same for all users who have been using Jira/ Confluence for many years.

• log in to your own user account to access a product

Not trying to login to my own account

• log in to Jira Service Management portal-only customer accounts

Nope, I am trying to login to accounts of users set up as Agents or Customers in Atlassian User Management. Not trying to access Portal only customer accounts.

Thanks

Shammas