The newer versions of AR System show a timer at the bottom of the browser that indicates when the timeout will occur. From the Mid-Tier Guide:
"A session timeout clock in the status bar appears in the web browser of
each user session. The clock shows how much time is left before an HTTP
session will time out. If a user is logged in and performs any activity in an
application on the mid tier, the clock’s timer starts over."
David J. Easter
Product Line Manager
BMC Software, Inc.
Thank you David! I feel a little dumb that I didn't really notice the timer or what it was for... This definitely helps!!
I was having conversation about this yesterday with some of our Service Desk staff. We have been building some processes that only work in the browser to a) take advantage of newer web only features and b) to start weaning them off the User Tool.
I was doing a demo to a room full of people when the topic came up and I said you'll just have to keep an eye on the status bar. As I was saying this I noticed on my laptop in IE 9 the status bar is hidden by default. I had to turn on the status bar to show them the timer. Showing minimal chrome including not showing the status bar seems to more common in many of the newer browsers. Also the status bar doesn't show when you are in full screen mode (F11).
The MT timer is nice but doesn't seem to be the best solution. What might be ideal is a warning X minutes before expiration (the new banner bar at the top in 7.6?) and then once the session is expired some indication in the browser window that cannot be easily overlooked (many sites/system with timeouts do this).
I'm curious whether this is really a problem that should be addressed by reviewing and possibility updating the value of the time-out setting.
Yes some consideration should be given to the time-out setting. However users will leave the page open for extended amounts of time. It is appropriate to release the token for somebody else at some point.
It gives them one more reason to not like the transition from WUT to MT. They are not very happy when the start filling out the form, click save and it then tells them their session has expired (WUT never did that). Sure we can tell them to not stay logged in however they will and they have all used systems that are proactive about informing users their session is expired. They know it is possible and think less of the Remedy experience. It is a little thing that seems to cheapen the product a bit.
In latest Firefox versions the status bar doesn't exist anymore. You can add a custom status bar as a module though.
Seems to support my theory that using the status bar is an outdated way of designing web app features
Yep perhaps it should be put somewhere else. Perhaps replace the "house" icon with another picture or something or change user name color.
This status bar timer doesn't even seem to be available on IE8. Is there some setting in Remedy that needs to be configured for it to show?
Weird. I just tried with IE8 and on 7.6.04 (mid tier 7.6.04 sp2 + hotfix 011812) and I can see in the status bar (bottom left):
appadmin | servername | 01:30
Do you have a session timeout defined in the mid-tier (config page)?
I figured it out. The timeout only shows when connecting directly to the mid-tier. We have a load balancer between the browser and two mid-tiers, the time is not showing.
Are you sure? I just tested connecting through the LB (BigIP F5) and I still see the timeout...
Then our load balancer (A10 AX3030) or something must be corrupting it.
After further analysis, it looks like this coould be due to using https. Laurent, are you using https?