Time-out not working as expected

wadewilson · ‎03-28-2017

I am seeing an issue with the time-out functionality where time-outs are only occuring if a session is left on a static homepage or on a list view. If a session has an open record, the time out does not occur, even if there is no mouse or keyboard activity. Reading into the time-out property, it seems that this should only happen if a glide.heartbeat event is registered. However there are no such events being fired off while the session is just sitting on the open record.

Has anyone encountered this before? If so, what was the fix?

Or is the system working as designed?

Mwatkins · ‎03-28-2017

I have a few ideas:

1) There is a known problem in Helsinki, PRB671499 Session timeout broken by active AMB requests. However, this PRB was fixed in Helsinki Patch 6 and all later versions so it will not affect you. If you wanted to double check you could do this test:

Set glide.ui16.live_forms.enabled = false

See if the issue goes away. If so, then maybe PRB671499 or a similar issue still affects you.

2) Another thing that could be a problem is if you have customized any of your Installation Exits to set the inactivity interval. Do you have any like this?

request.getSession().setMaxInactiveInterval(3600);

3) One more idea: try setting "collaboration.frameset" = false

Did any of these fix it?

Also, I wanted to let you know that, after doing some research, I believe in Geneva and Helsinki the module counts plugin does not extend the life of a session.

View solution in original post

Community Alums · ‎03-28-2017

Manuel,

Have you turned off the "Remember me" checkbox? The timeout will not take affect until you do this.

Tom

wadewilson · ‎03-28-2017

Hi Thomas,

I have. I also tried enabling the forgetme property to completely remove the option from the log in page and there was no change in the behavior.

Manuel

Mwatkins · ‎03-28-2017

Hi Manuel,

What version of ServiceNow are you running? Also, what is the value of the property, "glide.ui.session_timeout"? I seem to recall come scenarios where social features could keep a session alive beyond the timeout cutoff. Also, do you use the Exchange Style Module Counts customization by SNC Guru?

wadewilson · ‎03-28-2017

Hi Matthew,

We are on Helsinki Patch 9. For testing purposes I've set the session_timeout property to 5 minutes but even at longer windows of 15, 20, and 30 minutes there has been no change. We aren't currently using that customization but there is a large demand to restore the module counters. Would this cause sessions to be kept alive?

Manuel