We're using more Concurrent Agents than Fixed Agents. To make sure the Licenses are available, we've included a SESSION TIMEOUT value. The limit is set at 30 minutes. (Administration tab / Main / System Settings / Miscellaneous)
Agents are getting logged out while working on tickets regardless of (Fixed or Concurrent) License. Activity in the Workspace (recent Save or creation of New incident/request) does not restart the timer for additional 30 minutes.
We can increase the Session Timeout value (60 minutes) but the problem of getting logged out remains?
Is there a remedy? or is this a request for product improvement?