Now Mobile Session Timeout

[WorkingHands]

Hello,

I'm having trouble configuring the access token expiration in Now Mobile.  i would like users to be logged out of 30mins inactivity.

I have set the ServiceNow Request's Refresh Token Lifespan and Access Token Lifespan both to 1,800.

This seems to be having the desired effect for most users, however some users sessions are timing out after only 5 minutes of inactivity while others still are never timing out.  I have confirmed that their sessions are indeed inactive during this time.

Any help would be much appreciated.

[Joao Carlos1]

Hi @WorkingHands ,

Last time I checked on this, it seems the problem came from other sources, and most of the times, from the user's device itself. Most problems were solved by updating user's mobile apps, or reinstalling them clearing cache.

Hope it helps.

Best regards,

Joao.

[WorkingHands]

Thanks for the reply.  These are users who are only now downloading the app for the first time.  Also, while a caching problem would explain why some users are still logged in after 30mins, it wouldn't explain why others are being logged out after only 10mins.

[PaulSylo]

Hi,

By default, an instance issues refresh tokens with a 100-day lifespan in the scenario where the instance is the OAuth provider. For third-party tokens, 365 days.

100 days = 8,640,000 second. try giving Access refresh token as 8,640,000 seconds as a default suggested by ServiceNow and try to see the results. if still, users' log-out pattern is seen, then I prefer to raise a case with ServiceNow. if this default value solved the issue, then we need to provide the refresh token lifespan seconds value more than Access token lifespan.

Reference: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0791140

Regards,

Paul