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Description

The Idle Countdown doesn't appear to be working correctly. The customer never gets timeout behavior even after several minutes of inactivity. The Connect Support system properties connect.support.idle.count_down and connect.support.idle.delay are not working correctly.

Steps to Reproduce

 

Prerequisites
  • Use two browsers, such as Chrome and Firefox.
  • Set the Connect Support properties connect.support.idle.count_down and connect.support.idle.delay.

Steps to reproduce

  1. In Firefox, impersonate an end user, such as Abel Tuter.
  2. In Chrome, impersonate a chat agent, such as David Loo.
  3. Initiate a chat for the end user by entering any queue (e.g., HR Support: $chat_support.do?queueID=aeb40252d7133100816403548e610363).
  4. As David Loo, respond to the chat after accepting it into your queue.
Expected behavior: After 20 seconds of inactivity, the end user should see a timer for a timeout alert. After an additional 10 seconds, the user should be removed from the chat session. The agent should get a message that the user has left the chat session.
 
Actual behavior: After several minutes of inactivity, nothing happens on the end user side.

Workaround

If you can upgrade, check the Fixed In field to note the versions in which this issue has been fixed.


Related Problem: PRB733150

Seen In

Eureka Patch 2
Helsinki Patch 0 Hot Fix 3
Helsinki Patch 3 Hot Fix 4
Helsinki Patch 5

Intended Fix Version

London

Fixed In

Jakarta Patch 5
Kingston

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This "Intended Fix Version" information is meant to outline ServiceNow's general product direction and should not be relied upon in making a purchasing decision. The information provided here is for information purposes only and may not be incorporated into any contract. It is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. The development, release, and timing of any features or functionality described for our products remains at ServiceNow's sole discretion.

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2018-05-02 15:12:58
Published:2017-12-28