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pfranjo Contributor.
Contributor.
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Service Manager 9.5X "Start Inactivity Timer"

Hello experts,

I need your help with Inactive timer feature (System administration/Ongoing maintenance/System/Start Inactivity timer).
We have already configure this feature (30 minutes idle, 2 minutes warning) + exclude list of users and it worked.
All users that were initially on the exclude list were not terminated after 30minutes - which is ok.
Problem is when we want to update the Exclude list with new users - it doesn't reflect on them, it only works for users which were on the list from the beginning.
These are the steps we followed:
1. Stop Inact
2. Add new users to the Exclude list
3. Save
4. Start Inact

We can see new users are there in the Exclude list, but still, they receive idle warning and are terminated after 30 minutes - which is not ok.
Does anybody have an idea?


Best regards,
Petra

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5 Replies
1969CubsFan
Member.

Re: Service Manager 9.5X "Start Inactivity Timer"

Post SM9.32 releases:

Operator Level Settings

Administrators can now configure the inactivity timer settings for a specific operator, by specifying

the Warning Time and Allowed Inactive Time fields on the Security tab of the operator record.

Operator level settings take precedence over system level settings specified in the Start Inactivity

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pfranjo Contributor.
Contributor.

Re: Service Manager 9.5X "Start Inactivity Timer"

Hi,

we are aware of Operator level settings, but fields idletime and idlewarn in table operator for given user are NULL - so the system should only consider what is in the System level settings - isn't it right?

We were wondering if there is something else we are supposed to do when we update initial exclude list, besides clicking on Save/Start Inact?

BR,
Petra

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Knowledge Partner Knowledge Partner
Knowledge Partner

Re: Service Manager 9.5X "Start Inactivity Timer"

check the Inactive schedule.. sometimes the utility fails in update it correctly.
Regards,
Breno Abreu

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pfranjo Contributor.
Contributor.

Re: Service Manager 9.5X "Start Inactivity Timer"

Hello Breno,

Thank you for your answer.
How can I update Inactive schedule?
Is there any other way than manually? (I tried to restart inactive class but it didn't work - values in Strings1 inside Inactive schedule still do not contain new added users in exclude list).

BR,
Petra

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Knowledge Partner Knowledge Partner
Knowledge Partner

Re: Service Manager 9.5X "Start Inactivity Timer"

Just add them manually.. to help you can print the values, adjust them using notepad++ (or any alike) and, using x, assign the new value.
Regards,
Breno Abreu

If you feel this was helpful please click the KUDOS! thumb below!
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