Presence Detector shows User always viewing incidents assigned to their group

Will BrightFrar
Giga Contributor

3 weeks ago

A User (Karl) has reported that all of their team members show that same User (Karl) as viewing incidents. They view his name on the Notes tab, and can see his initials in a circle up at the top margin. User (Karl) reports having NO incident tabs open in any of his browsers, and they he has cleared his local browser cache and this issue still happens. 

 

An issue with Presence Detector? We've reviewed the User's settings in Production and nothing seems to jump out. How can we clear it so that his team members don't think he's micro managing every single incident>? 

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BhavaniYamsani
Tera Expert

3 weeks ago

Hi @Will BrightFrar ,

This may be related to stale user-presence information rather than the Incident assignment itself.

  1. Check presence refresh intervals: ServiceNow checks user presence every two minutes by default. Review the system properties glide.ui.presence.time_back_minutes and glide.ui.presence.cache_seconds under sys_properties.list. These control presence-check and caching intervals. <Cite refs={["turn889548search1"]}/>

  2. Check active sessions: Navigate to User Administration → Logged-in Users (or the user session management page) and verify whether Karl has another active session or browser session. Terminate the session only after confirming with the user. <Cite refs={["turn889548search4"]}/>

  3. Reproduce with another user: Open the same Incident from another browser/session and check whether the presence indicator clears after the configured refresh interval.

  4. If it persists: Since clearing the browser cache did not resolve it, check for a known issue applicable to your ServiceNow release and workspace/UI. Avoid deleting presence-related records or changing system properties without confirming the cause.

  5. My Recommendation is to follow the below referenced documentation. Hope that will solve your issue.

Reference: Configure time intervals for user presence – ServiceNow documentation

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Thankyou
Yamsani Bhavani
ServiceNow Developer - SecOps, GRC, Custom Applications, Now assist

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