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The User Presence Properties are set to true but still the feature is not working - Support and Troubleshooting
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  • The User Presence Properties are set to true but still the feature is not working
KB0685844

The User Presence Properties are set to true but still the feature is not working


3452 Views Last updated : Jan 10, 2025 public Copy Permalink
KB Summary by Now Assist

Issue

The User Presence Properties are set to true but still the feature is not working. 

  • Your avatar on the header doesn't show a green dot on the home page:

    avatar on the header not showing green dot presence indicator

  • When two users are watching the same record, user presence is not visible on the header of the form:

    User presence in a form
 

Release

Jakarta - UI16

Cause

  • The correct user presence property is not enabled
  • After the presence property is enabled, browser cache is not cleared

Resolution

  1. Make sure the value of the system property 'glide.ui.presence.disabled' is false:
    https://<your_instance_name>.service-now.com/sys_properties_list.do?sysparm_query=name%3Dglide.ui.presence.disabled&sysparm_first_row=1&sysparm_view=
  2. Clear browser cache to see the change. User presence works only if the browser cache is cleared after the property is enabled.

Related Links

  • If you want to read more about why you need to flush browser cache to see the change read more about it in this article: User presence works only if the browser cache is cleared
  • Here you can read more about this system property: Disable user presence
  • Read more about presence: User presence

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