Skip to page contentSkip to chat
ServiceNow support
    • Community
      Ask questions, give advice, and connect with fellow ServiceNow professionals.
      Developer
      Build, test, and deploy applications
      Documentation
      Find detailed information about ServiceNow products, apps, features, and releases.
      Impact
      Accelerate ROI and amplify your expertise.
      Learning
      Build skills with instructor-led and online training.
      Partner
      Grow your business with promotions, news, and marketing tools
      ServiceNow
      Learn about ServiceNow products & solutions.
      Store
      Download certified apps and integrations that complement ServiceNow.
      Support
      Manage your instances, access self-help, and get technical support.
connect.support.idle.delay does not trigger if the time is less than glide.ui.session_timeout - Support and Troubleshooting
  • >
  • Knowledge Base
  • >
  • Support and Troubleshooting (Knowledge Base)
  • >
  • connect.support.idle.delay does not trigger if the time is less than glide.ui.session_timeout
KB0852415

connect.support.idle.delay does not trigger if the time is less than glide.ui.session_timeout


522 Views Last updated : Jan 3, 2025 public Copy Permalink
KB Summary by Now Assist

Summary

If the time defined in the property connect.support.idle.delay is less than glide.ui.session_timeout, the chat session does not get timed out.

Release

All supported releases

Instructions

glide.ui.session_timeout will always have a higher precedence than connect.support.idle.delay.

The property glide.ui.session_timeout checks if the user has an active session running.

In any situation, properties are triggered for users only if they have any active ongoing session.

Once the session times out happens, connect.support.idle.delay will not kick in because the property is dependent only on active sessions.

If there are no active sessions for a user, the property will not be triggered.

Let's consider the below scenario:

  1. connect.support.idle.delay (in secs) is set to 600 - which is 10 mins.
  2. glide.ui.session_timeout (in mins) is set to 5 (mins)

In the above case, the instance session will get terminated is no activity is done for 5 mins.

Therefore connect.support.idle.delay will not trigger.

Now if the user logs in back after another 30 mins, the chat will be still active.

Related Links

Resolution:

1. Set the glide.ui.session_timeout & connect.support.idle.delay both to same time in seconds.
2. Reduce the connect.support.idle.delay (in secs) below the glide.ui.session_timeout (in mins) values.


The world works with ServiceNow.

Sign in for more! There's more content available only to authenticated users Sign in for more!
Did this KB article help you?
Did this KB article help you?

How would you rate your Now Support digital experience?

*

Very unsatisfied

Unsatisfied

Neutral

Satisfied

Very satisfied

Very unsatisfied

Unsatisfied

Neutral

Satisfied

Very satisfied

What can we improve? Please select all that apply.

What are we doing well? Please select all that apply.

Tell us more

*

Do you expect a response from this feedback?

  • Terms and conditions
  • Privacy statement
  • GDPR
  • Cookie policy
  • © 2025 ServiceNow. All rights reserved.