Idle Timeout Seconds for Help Desk Users

[Eduardo Pastrana]

Hi guys,

I'm facing a situation. Regarding the Help Desk module, no matter the amount of time

I setup, it always closes the session at 4 minutes. In the config I have 3600 seconds.

Is there any way to force the time out beyond 4 minutes only for this module? It's a bit

annoying for the support guys that all day work on this.

Thanks a million!

Eduardo

[Eduardo Pastrana]

Friends, I also tried to change the value directly from PwmConfiguration.xml , 'cause I found that there it said: <default/>. So I I left:

<setting key="helpdesk.idleTimeout" modifyTime="2021-02-19T14:32:02Z" modifyUser="XXXXXXXXX" profile="default" syntax="DURATION" syntaxVersion="0">
            <label>Modules ⇨ Authenticated ⇨ Help Desk ⇨ Profiles ⇨ default ⇨ Details ⇨ Idle Timeout Seconds for Help Desk Users</label>
            <value>3600</value>
        </setting>

I restarted the app from Tomcat but nothing happened, the timeout is still 4 minutes.

Any other ideas?

Eduardo

[Eduardo Pastrana]

Any has faced this behaviour?

[Eduardo Pastrana]

Sorry to bother with this matter, but I really need help. Last thing I tested: I'm using HAproxy so I tested accesing the app directly (no passing thru proxy) just to

verify if the culprit was it, but same result. The timeout still keeps in 4 minutes.

Appreciate your kind help

Eduardo

[Eduardo Pastrana]

Hi, just to wake up this case...

[Thomas Handel]

The Idle Timeout Seconds setting under setting > Application overwrites the helpdek setting for the timeout. In my case the helpdesk setting is visible for a second and then overwritten from the idle timeout. I think this is a bug.

Thomas