Impersonation in Validaide

What is impersonation in Validaide? 

Impersonation allows qualified Validaide staff to temporarily log in as another user within the system. This functionality is used in limited situations, such as providing product demos, answering support questions, giving training, investigating incidents, or performing tenant-approved actions. Impersonation is only performed when there is a specific need and always with the user’s or tenant administrator’s consent.

When can Validaide staff impersonate a user?

There are several valid use cases:

1. Giving a Demo

• Use of one of the relevant Validaide TEST companies.

• Selecting a designated test admin user (e.g., James Brown).

• There are no restrictions on the actions performed in this test environment.

2. Training for a Specific Company

• Always impersonating the Validaide Support account of the company being trained.

• Obtaining consent from the Tenant Administrator before the session.

• Not deleting any data without consent.

• Being clear on what is allowed to be added, edited, or modified during the training.

3. Explaining an Individual User Question

• Impersonating the specific user account only if necessary to reproduce or explain the issue.

• Obtaining explicit consent from the user before impersonating.

4. Solving an Incident

• To re-create an error, it may be necessary to impersonate a specific user and follow the same steps they did.

• Always requesting consent from the user beforehand.

5. Executing a Tenant Request

• Sometimes tenants request Validaide staff to perform repetitive tasks (e.g., adding locations to a new customer environment, updating contacts in multiple SOPs, etc.).

• In these cases, staff should impersonate the Validaide Support account within the tenant’s environment.