Assistance needed for determining reason for Presence State change to Offline in AWA.

[JR42]

Hi, I'm trying to determine the reason for a user's Presence State change to Offline in Advanced Work Assignment on the Service Operations Workspace (SOW). Specifically, I need to know whether the user manually selected Offline as their status or if they were logged out for inactivity by the com.glide.awa.agent_inactivity_threshold_seconds system property.

Is there a way to identify the cause of the state change? Any guidance on how to track or log these events would be greatly appreciated.

Thanks!

[SomaSekharSane]

The Agent Presence History [awa_agent_presence_history] table provides a complete record of the times when an agent changed their status to Available or Offline.

If you notice entries created by the Agent, it means Agent marked Status as Offline.

If you notice entries created by the system, it means the following scenario occurred:

When an agent logs into ServiceNow but doesn't perform any transactions, the session will typically time out after 90 minutes, as defined by the 'glide.ui.session_timeout' system property. Additionally, the 'com.glide.awa.agent_inactivity_threshold_seconds' property, which has a default value of 5 minutes, triggers the system to automatically set the agent's status to Offline after 95 minutes of inactivity.

If this helps, please mark the answer as correct.

[JR42]

Thanks for that information.  I've been checking the agent presence history but did not have the Created By column.

com.glide.awa.agent_inactivity_threshold_seconds is set to 30600.

glide.ui.session_timeout does not exist in our instance.

Here's an example of the agent presence history showing Offline status changes for one agent, from one day.  The issue is intermittent and may not be seen for weeks, then suddently the agent is being set to offline multiple times per day.

Any thoughts on what the issue could be?

[SomaSekharSane]

Could you please confirm, on which version your instance is?

Could you please double check on the System Property: glide.ui.session_timeout

https://<instance-name>.service-now.com/nav_to.do?uri=sys_properties.do?sys_id=0283095c9004021087de3...

My next recommended approach is check the Transaction Log [syslog_transaction] by the affected Agent and check the presence logs which are usually contains the below keywords in the URL like

Created by <Agent User ID> AND Created between <Start Date/Time> <End Date/Time> AND URL CONTAINS presence_query_history/create_or_update

These entries are needs to be present for every minute in general scenario.

Let me know the information so that I can help you for further investigation.