To enable impersonation, perform the following tasks:
NOTE:Impersonation is only possible on an active user session. If two help desk users initiate an impersonation session for the same end user simultaneously, only the latest request is considered.
In Administration Console Dashboard, click Impersonation.
Select a cluster from the list.
Select Enable impersonation.
Under Role Groups, select a Help Desk Role and the corresponding Roles to Impersonate.