How do you create Test users for QA testing in JSM? SSO, Managed Accounts

[Frye, Annette]

We are new to JSM (Go live on Nov 10, 2025) and are trying to figure out the best practice for testing after going live.  We have the Premium subscription for JSM and Guard, Using Entra ID for Provisioning and SSO. I have created a separate Authentication policy with Passwords for test accounts. We have created Email aliases for these accounts and set up rerouting rules in Outlook.

Once we go live, we would like to take over an existing employee account in the Sandbox for testing purposes. This would allow us to go through the current requests and workflows as said employee.

Example: Qatest1 would like to take over REALAgent1. QaTest2 open tickets as REALCustomer1. QaTest3 would like to approve as Manager and QaTest4 would like to Approve as Second Approver.

For testing while running through Pre-Implementation testing, we have used the Clone feature. This does not work effectively since the Groups, Manager and Approvers have to be updated as well.

Looking for best practices.

Thanks,

Annette

[Christos Markoulatos]

Hi @Frye, Annette Welcome

You go to the admin console, find the user u want to login as and then click the 3 dots next to the app you want (production, sandbox) and click login as user. You have to have given product access to that user and login once.