Agent Workspace Timeouts

[Steve41]

Our SD agents are noticing that when working in Agent Workspace the timeout is very short and kicks them out of ServiceNow causing a new login. This doesn't occur in the platform itself with other modules, just agent workspace.

Any ideas on how to correct this.

[ackermax]

Hi everyone! If you're still having issues with this, you could be affected by PRB1427577. Additionally, I would check to make sure those users have their cookies enabled and aren't using an ad blocker that could also be causing these timeout issues.

Hopefully this helps out!

[Derek C]

Does anyone have an update on this?

We are experiencing the same issue on paris-06-24-2020__patch7-02-25-2021 (upgrading to Quebec soon).

I am going to open a HI support ticket, but am interested if there are any more recent updates.

Thanks!

[Derek C]

The response to my HI ticket was as follows:

Issue Summary:
Users are experiencing session timeouts in Agent Workspace even though they are active in Agent Workspace.

Explanation of issue:
This will be related to PRB1427577. The fix for this problem is targeted for the Rome release. I've related that PRB to this case.

Solution Proposed:
As a workaround, in order to prevent this issue, the user has to maintain activity on the affected instance outside of Agent Workspace(native UI), to not incur a session timeout.

[jlaue]

Just updating that the timeout in Agent Workspace is a much shorter time compared the platform user session timeout setting on Rome Patch 4.  

[kkingsle]

Has anyone looked at your system property setting for com.glide.awa.agent_inactivity_threshold_seconds  ?