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Topic

    Laura Walker
    Agents session timing out while they are working
    Topic posted July 10, 2019 by Laura WalkerBlue Ribbon: 750+ Points, tagged Service Console 
    105 Views, 6 Comments
    Title:
    Agents session timing out while they are working
    Summary:
    For some agents while they are working on an incident their session times out
    Content:

    All,

    Some of the agents are reporting that while working on an incident they receive the login screen.  Their sessions are timing out unexpectedly. I checked the CLIENT_SESSION_EXP configuration setting and is set to the default 15. 

    I am checking the Log Viewer, but there are no errors. 

    We are currently on 18C version and we just upgraded a couple of weeks ago.  We did not start getting session time out notices from the agents right away, until about a week later. 

    Does anyone have a suggestion(s) of what other logs are available to capture errors? 

    There is a Debugging under the file tab, but I am not sure how it work and if this will capture the information we need.  See attachment.

    Thank you,

    Laura

     

     

    Version:
    18C
    Document:

    Comment

     

    • Mary Gilbert

      Check that the agent's profile doesn't have a different session timeout value.

      1. Click the Configuration button on the navigation pane.
      2. Double-click Profiles under Staff Management. The report opens on the content pane.
      3. Select the profile you want to edit and click the Open button on the ribbon.
      4. Click the User Settings tab to display the Session Timeout field. (Beginning in November 2013, this tab is called "Other".) 

      --Mary

    • Laura Walker

      Mary,

      I checked that and it is set to 30. 

      Thank you for your suggestion.

       

      Laura

       

    • Mary Gilbert

      Hi Laura.

      Here's another one to check.

      --Mary

      SESSION_HARD_TIMEOUT

      This setting defines the session hard timeout in hours for the site. The minimum value is 1 hour and the maximum value is 8760 hours (1 year). Default is 12 hours. Warning: Changing to a smaller value can force a hard timeout without notice to logged-in users.

      Having a session open for longer than the period specified by this configuration setting WILL cause agents to get logged out even if they are actively working in the console.

    • Gursimran Singh Saini

      I think their username/password credentials are shared among others. RightNow allows only one active session per account. If a second session is logged-in, the previous session logs out automatically.

      • Gursimran Singh Saini

        If this is not the case, I would recommend you launching the console with Add-Ins disabled and then try to work normally. If the session does not expire, issue is with one of the Add-Ins. There's really nothing else than can cause this problem. Except a product level issue.

    • Laura Walker

      Gursimran, 

      Great suggestions, the SESSION_HARD_TIMEOUT and is set to 12.  We don't have agents share the credentials.  I will see if its possible to try launching the console with Add-Ins disabled. 

      Thank you,

      Laura