Chat time out settings

[Casey4]

Where would one go to see what the timeout settings for live agent is?

How long a user has to wait before the chat is timed out?

I am in the HRSD scoped app.

[Hemant Goldar]

Hi @Casey4,

Refer to the post below which has the same use case.
https://www.servicenow.com/community/hrsd-forum/changing-the-hr-chat-timeout-length/m-p/2459501 

Thanks,

Hemant

[Amit Gujarathi]

Hi @Casey4 ,

I hope you are doing great.

To set the chat reminder message timeout and the idle chat cancel timeout values, two system properties need to be added to the System Property [sys_properties] table. The properties are named com.glide.cs.idle_chat_reminder_timeout and com.glide.cs.idle_chat_cancel_timeout. Both properties can be created at the same time by following these steps:

1. Login as an admin and navigate to "All" on the ServiceNow platform.
2. In the filter, type "sys_properties.list" and hit Enter.
3. Click "New" to add the com.glide.cs.idle_chat_reminder_timeout property.
4. Fill in the required fields:
   • Name: com.glide.cs.idle_chat_reminder_timeout
   • Description: Idle chat reminder timeout (in seconds)
   • Type: Integer
   • Value: Enter the number of seconds before the idle chat reminder message is displayed, after the requester's last response. This value must be equal to or greater than 120 seconds since the Idle Chat Timer Task job runs every 120 seconds to check active chat sessions. For example, if the idle chat reminder message is to be displayed 5 minutes after the requester's last response, enter 300 seconds.
5. Click "Submit".
6. Click "New" again to add the com.glide.cs.idle_chat_cancel_timeout property.
7. Fill in the required fields:
   • Name: com.glide.cs.idle_chat_cancel_timeout
   • Description: Idle chat cancel timeout (in seconds)
   • Type: Integer
   • Value: Number of seconds before an idle chat is canceled (times out). This value must be larger than com.glide.cs.idle_chat_reminder_timeout, where the difference between this value and com.glide.cs.idle_chat_reminder_timeout is larger than or equal to 120 seconds (2 minutes, which is when the Idle Chat Timer Task job runs). For example, if the reminder message timeout value is 300 seconds (5 minutes), the idle chat cancel timeout value must be 420 seconds or greater.
8. Click "Submit".

Additionally, the following two system properties can be set:

1. com.glide.cs.start_idle_timeout_after_agent_response: Determines the timeout behavior when inactivity is triggered. When this property is true, the inactivity timer does not start until the agent sends a non-automated response to the requester.
2. com.glide.cs.chat_disconnect_timeout: Determines how long the system will wait to reconnect a disconnected conversation before it ends the chat. If communication is reestablished during that timeframe, the conversation resumes.

Please mark the answer helpful.

Regards,

Amit Gujarathi

[Casey4]

is the timeout how long an employee/user  has to wait before Live agent times out because they have no response from the agent?

is it different for HRSD and ITSM? or the same table?

[tsdexter]

How can we set this value to be different for different chats? 

For example, customer service reps should timeout quickly, after 3 minutes but we have a "research help" chat where the researchers could need up to 30 minutes to find answers and come back to the chat to respond.