"Session Expired (401)" after upgrading to Washington. Is anyone else getting complaints on this?

[bostonsnow]

Since upgrading to Washington DC my users have started seeing a "Session Expired (401) popup on their browser when their session expires. I'm assuming this was enabled or released with this version because it never appeared prior to the upgrade. If you have multiple browser tabs open this popup will appear on each browser tab. I'm getting a lot of complaints from my user base on this. Our timeout hasn't changed but they are seeing the popup now so they are asking that the timeout gets extended so they don't see the popup. Personally I think the popup is a good thing because it prevents users from making updates and losing them when they click Save or Update on an inactive session. I've been burned by this many times making KB updates. 

My question is, is anyone else getting complaints from their user base on this popup? If so, did you do anything to address it?

[SusanWinKY]

We both recently enabled the Next Experience UI and moved to VA Chat / Agent Chat (while still on Vancouver) and upgraded to Washington DC Patch 6 a couple of weeks ago. Users are reporting that they are losing data because of an increase in frequency of session timeouts. As an example, they may be writing up user stories, get this message, and lose any data that wasn't already saved. Another example is that the Service Desk agents are in the middle of an Agent Chat and get disconnected which then ends the chat altogether. Sometimes this is happening to SD agents well in advance of the session timeouts set in our system properties. This is a terrible user experience all around.

My question is: If we disable the dialog and a user's session times out, what will their experience be? I guess they will try to save a record and it will force a logout, then they will lose their data. Is that correct?

My issue is: This was not happening before we enabled the new UI. We weren't getting the dialog (OK no problem, we can disable it). But also users' sessions were not timing out as frequently so they weren't losing data.

Did something change in Washington DC regarding session management? Is there a known product bug/problem about this? I've reviewed all the Washington DC documentation and didn't see anything about this. We've updated the various session system properties multiple times to different values and do not see any difference in the behavior. And we have a case open with ServiceNow Support and they say they don't see anything in the logs.

[Sandeep Rajput]

@SusanWinKY If this is happening frequently and not getting addressed despite updating the timeout property then you should consider raising a case with ServiceNow support.

[SusanWinKY]

We ended up modifying several system properties, the combination of which has fixed our session timeout issues both for end users and for SD agents. See attached spreadsheet for the list of properties we updated.

Also, somewhat related, our Service Desk agents were not receiving the audio notification for incoming chats in Service Operations Workspace. We asked that they disable inactive/sleeping tabs in their browser. I've attached screenshots of a KB article that explains how to disable that in Chrome and Edge.

[Kwoie]

Same issue - any solutions?