This functionality is available for users with the User Support role.
The feature requires activation, and is split into two separate parts - View as another user, and Operate as another user. These two can be enabled together, or you can choose to only have one of them available on your tenant.
The 'Operate as Another User' feature allows your User Support team to access a colleague's account directly. This is essential for troubleshooting issues, replicating problems, and providing fast, hands-on support for your staff users.
To perform the following actions, your user account must have the dedicated User Support role.
Accessing another user's account
The screen shots in the following instructions are specifically from Operate as another user, but the steps are identical for both View as another user and Operate as another user
- Go to the Settings menu and click the Operate as another user option.
- A list view of all eligible users on your tenancy will open. Select the user you wish to assist.
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Note: Users with the Administrator role are automatically excluded from this list and cannot be operated as.
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- Check the box next to the user you wish to select, and then choose one of the two session types:
- View as this user: Allows you to view all settings and screens within the system exactly as the user does. You are unable to make any changes.
- Operate as this user: Allows you to view and fully interact with the user's account, including the ability to change any settings or content.
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Note: If you wish to use this feature, you can have either or both the 'View as' and 'Operate as' options enabled on your tenancy, depending on your institution's preferences.
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A confirmation modal will appear. You must read the terms and acknowledge the intended use of this feature via a checkbox. You will also be required to choose or enter a reason for accessing the user's account. This is the same for both View as and Operate as. If you select "Other" a text box will be available to enter a custom description - this requires a minimum of 10 characters to be entered before the Confirm button becomes available.
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Select the button on the modal to refresh the application. You will then be logged in as the selected user.
During the Session
Once the session begins, you will see immediate visual cues and all actions will be logged for a complete audit trail.
Visual Confirmation
You will know you are viewing or operating the account of another user by two persistent visual indicators:
- A banner will appear on the page at all times, stating who you are operating as (e.g., ‘You are operating as user Y. All actions taken are logged.’). This banner can be moved using your cursor so it does not obstruct the screen's contents.
- A distinct border will appear around the screen.
Action Logging and Audit Trail
All actions that are normally logged in the Event Log will be logged when a support user is operating/viewing as another user.
- Session Start: The event log is updated to state that User Support member X logged into User Y’s account, along with the reason provided for access.
- 'View as' Activity: Your entry and viewing of different screens are logged, mainly viewing questions and question sets.
- 'Operate as' Activity: When operating as another user, your actions (e.g., creating a new item, changing a setting) are logged in the event log. The log entry will clearly state that 'User X did this action on behalf of User Y'.
Exiting the Session
To end the support session and return to your own account:
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Click the 'Exit account' button located within the persistent banner.
Limitations and information
- You cannot operate as a student user, this feature is strictly limited to admin users.
- You cannot operate as or view as a user with the Administrator role.
- All actions that are normally logged in the Event Log will be logged when a support user is operating/viewing as another user.
- When you view/operate as another user, that user will still be logged in, and can watch the event logs added in real time.
- When you view/operate as another user, that user will not be notified specifically, but all related log events will be visible to them.
- When you view as another user, all buttons and interactions will appear active, but you will get an error message if you try to e.g. set a grade or create a question