Possible queries:

I am unable to assume the identity of the agent.

I cannot find the assume identity button.


Resolution path:


  • Validate the account details and the plan in DevOps. The Assume identity feature is available from the Pro plan and above, and for older plans, it is available from Garden plan and above. You can also navigate to the Features section in the DevOps page > Click List all features and search if assume_identity is present for the account. If the plan should have the feature but is not present, an L2 ticket can be raised.

  • If the account has the assume_identity feature but the option to assume identity is not visible, check for the presence of euc_hide_agent_metrics in the Features list. If this is present, then the option to assume identity will not be available.

  • Validate the agent details. Navigate to the accounts page in DevOps > Click on Agents button > check if the agent whose identity has to be assumed has any Admin rights (the Admin column will be marked true).

    As identities of agents with Account Administrator/Administrator/Supervisor privileges cannot be assumed irrespective of your role, this can be informed to the customer.

    However, if the agent has a Supervisor role, it will not show true, requiring further checks, which are mentioned next.
  • Log into the helpdesk and navigate to the agent profile from Admin > Agents and check for the Roles assigned to the agent. If any one of the roles is of Supervisor, Administrator, or Account Administrator, then the identity of that agent cannot be assumed.

  • If the agent has a custom role, navigate to the corresponding role under Admin > Roles to check if they have been granted any Admin privileges. If the custom role of an agent you are trying to assume has any admin operations enabled, you would not be able to assume their identity.

  • If the agent just has a default Agent role or a custom role with no Admin privileges, the Assume Identity button should be present. You can further check the roles of the Admin who is trying to assume identity of another agent.

  • The user who is trying to assume identity should have either default Administrator or Account Administrator role. If they have any custom roles assigned, the role should have certain privileges selected:

    1. If Operational Admin access is checked, Manage Agents > Manage all agents > Assume identity has to be selected.


    2. If Play God with Super Admin controls is selected for the custom role, the users with this role should be able to assume the identity of agents.

  • If the roles - default or custom are as expected and the option is still not visible, an L2 ticket can be raised to have this checked further.