What is the timeout duration of an idle Live chat

Priya080495 · ‎04-21-2023

I am looking for a particular property which sets up the "timeout duration" of an idle Live chat. If there is not interaction on a live chat, after how long will it timeout?

Regards

Priya

Community Alums · ‎04-21-2023

Hi @Priya080495 ,

To change the default idle chat timeout values, see add system properties. Add the com.glide.cs.idle_chat_reminder_timeout and the com.glide.cs.idle_chat_cancel_timeout properties to the System Property [sys_properties] table to set the chat reminder message timeout and the idle chat cancel timeout values. Create both properties at the same time.

In the Filter navigator, enter sys_properties.list.

Select New to add the com.glide.cs.idle_chat_reminder_timeout property.

Complete these fields:


Field	Value
Name	Enter the system property name: `com.glide.cs.idle_chat_reminder_timeout`
Description	Enter an explanation for this property: `Idle chat reminder timeout (in seconds)`
Type	Select `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. Note: If you want to set an idle chat message reminder timeout that is under 120 seconds, you must also change the time at which the Idle Chat Timer Task job runs. The job must check for idle chats within a shorter timeframe. For example, if the reminder message timeout is 60 seconds after the requester's last response, set the Idle Chat Timer Task job to run every 60 seconds. For more information on base system scheduled jobs, see System scheduler.

Select Submit.

In the System Properties table, select New to add the com.glide.cs.idle_chat_cancel_timeout property.

Complete these fields:


Field	Value
Name	Enter the system property name: `com.glide.cs.idle_chat_cancel_timeout`
Description	Enter an explanation for this property: `Idle chat cancel timeout (in seconds)`
Type	Select `integer`.
Value	Enter the 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. Note: If you changed the Idle Chat Timer Task job, the difference between the chat cancel timeout value and the idle chat reminder timeout must be larger or equal to the Idle Chat Timer Task job time. For example, if the reminder timeout is 60 seconds and the Idle Chat Timer Task job is also 60 seconds, the idle chat cancel timeout value must be 120 seconds or greater.

Select Submit.

To learn more, refer to the doc : https://docs.servicenow.com/bundle/rome-servicenow-platform/page/administer/workspace/concept/idle-c...

View solution in original post

Priya080495 · ‎04-23-2023

The properties are not found in instance.

The version is Tokyo.

Community Alums · ‎04-23-2023

Hi @Priya080495 ,

Are you in the correct Application scope?

Priya080495 · ‎04-24-2023

I am searching in global scope.

ShivalikaG · ‎03-26-2025

Hello @Priya080495

You need to create them if not already there. We have similar requirements so I was going through this community question and thought to share it with you.

Regards,
Shivalika

JSchmauch · ‎11-29-2023

The answers from Sandeep and Karan were helpful.
Instance version I'm working in is Utah 7a.

It was necessary to create the 2 sys_properties as mentioned.

Thanks to all for your efforts.

Sorry, if someone solicits positive feedback, I don't give it. I believe it degrades the value of it.