Presence indicator remains active across browsers when using CSM Portal

[lamarchel]

Hello Community,

We are currently investigating an issue related to the presence indicator in a CSM context and would appreciate your insights.

Initial context
We previously analyzed a case where a user’s presence indicator remained visible even after leaving an interaction. The root cause was identified as the user having multiple ServiceNow interfaces open simultaneously within the same browser session (Classic UI and the CSM Portal). In that scenario, the behavior was understandable, as both interfaces shared the same session.

New behavior observed
The issue has now reappeared under different conditions:

• The user is opening the CSM Portal in a different browser than the Classic UI.
• Despite using separate browsers, the presence indicator still remains active.
• Additionally, a second user is now experiencing the same behavior.

This leads us to believe that the issue may no longer be limited to a single browser session or shared UI context.

Current questions

• Could there be a server-side mechanism (e.g. presence, session handling, or WebSocket behavior) that maintains the presence state across multiple browser sessions?
• Are there known limitations or documented behaviors regarding presence management when multiple interfaces or browsers are used?
• Has anyone encountered a similar situation in a CSM implementation (Classic UI + CSM Portal)?

We are working with a standard CSM license (no Now Assist) and using the Classic UI on a recent ServiceNow release.

Any feedback, documentation references, or real-world experience would be greatly appreciated.

Thank you in advance for your help.