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Description

Service Portal doesn't rotate session for the instance with SSO enabled when the session expires and you click on 'buttons' like 'Order Now'/'Submit'.

Steps to Reproduce

1. Log onto the instance https://<instancename>.service-now.com (With SSO enabled)
2. Make the value of glide.ui.session_timeout to a small number like 1 or 2 mins.
3. In an incognito window, navigate to https://<instancename>.service-now.com/sp and to any catalog item.
4. Leave this window as is for a time (in minutes) greater than the value put in step 2 above.
5. If you try to click on any link like Order/Submit its just freeze nothing happens but if reload the browser the user gets re-authenticate.

6. Repeat same progress from 3 steps now instead of Service Portal just go to navpage.do and open any incident/change/problem record and fill the mandatory field. If you try to click on any link like Save/Submit, session rotates perfectly fine.

Workaround

Set the value of system property (glide.ui.session_timeout) to higher value.

  • table sys_properties.list
  • Name: glide.ui.session_timeout
  • Type: integer
  • Value (in minutes): 120/180(or as per your business requirement)

Related Problem: PRB1353839

Seen In

New York Patch 4
SR - Security - Integration Framework - Madrid 2019 Q2
SR - Security - Support Common - Madrid 2019 Q2
SR - Security - Support Orchestration - Madrid 2019 Q2
SR - SIR - Security Incident Response - Madrid 2019 Q2
SR - SIR - Store SecOps Setup Assistant - Madrid 2019 Q2
SR - SIR - Store Threat Core - Madrid 2019 Q2
SR - SIR - Store Trusted Security Circles Client - New York 2019 Q3
SR - VR - Qualys - New York 2019 Q3
SR - VR - Vulnerability Response - New York 2019 Q3

Intended Fix Version

Paris

Safe Harbor Statement

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:2020-06-24 22:22:30
Published:2019-12-23