“Extend Session” timeout reauthentication/redirect issue with Virtual Agent

Ryan66
Tera Contributor

‎10-07-2022 05:46 PM - edited ‎10-08-2022 08:45 AM

Here’s the deal: We are on San Diego. We have an SSO integration with Azure AD. We are preparing to deploy Virtual Agent; probably obvious, but the Virtual Agent is on our Service Portal. In our last round of testing, a very savvy developer noticed that if you let the session timeout, you will be presented with an “Extend Session” option (this particular behavior is controlled by a system property). But – and here’s the twist – if you extend the session, then you are reauthenticated (which is fine), but are presented with a full screen chat page in the backend view, not the Service Portal, which is where the user extended the session.

 

We of course submitted a support case. We were told that this is a known problem discovered in May, PRB1578382,  and is slated for fix in the Utah release. We obviously can’t wait this long to deploy Virtual Agent.

 

Has anybody experienced this issue before? Any ideas for a fix? We’re willing to get creative.

 

Here's an example of the screen that a user sees after being reauthenticated:
 
Ryan66_0-1665189730723.png

 

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Jugmaz
Kilo Sage

‎10-10-2022 11:17 PM

unfortunately situation, that probably requires some "rule" on the VA screen or such which should prevent it from going full screen. Unfortunately I'm not aware of one - VA agent widget should be altered.

Another option might be the re-authenticate window or screen, if that can be open in the new tab/window, then it shouldn't affect the VA window!?

also, it might be that the widget is expanding to full screen/window because it doesn't know it's boundaries - so perhaps you might introduce some refresh where VA is re-established or such...

Anycase, if you come up with something, please share!

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Vincent Miedema
Tera Contributor

‎11-25-2022 05:43 AM - edited ‎11-25-2022 05:46 AM

For anyone still seeing this issue, that is showns "Extend Session" for SSO-sessions in the first place (PRB1593910) was fixed in San Diego Patch 7: San Diego Patch 7 (servicenow.com)

 

Otherwise it might help to set these three Pages in [sys_public] to public=false, if your company doesn't need the chat to be public anyway: 

sn-va-web-client-app

sn_va_web_client_app_embed

sn_va_web_client_login

 

And if that doesn't help either I hope PRB1578382 will still be fixed in Utah or be backported in a Tokyo Patch.