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Actions that count as Activity regarding Session Inactivity Timeout in BUI
Answer ID 12002   |   Last Review Date 11/02/2021

What counts as activity regarding session inactivity timeout within the Browser User Interface (BUI)?

Environment:
Browser User Interface (BUI)
 
Issue:
Agents are warned or logged out of BUI due to session inactivity timeout defined in the CLIENT_SESSION_EXP configuration setting or the Session Timeout value on their profile but do not know what is considered "Activity" within BUI.
 
Resolution:
The following scenarios are known to count as activity within BUI:
  • bringing the browser with BUI to focus by clicking in multiple scenarios
    • minimize BUI and restore via click in taskbar
    • toggle between BUI and non-BUI tab in same browser window
    • toggle between BUI and non-BUI application
    • restore/minimize another application in front of BUI
      • for this scenario the minimizing of the application in front of BUI must result in BUI becoming the application in focus
  • typing in an uncommitted thread (private note or response) on an incident
  • change a field on an incident (e.g. product or subject)
  • opening and refreshing records (e.g. incidents)
  • clicking on tabs in application to change record in focus (e.g. have two incidents open and clicking between the two incident tabs)
  • closing records
  • running and refreshing reports
Notes:
The above scenarios were verified using the following:
Chrome Version 95.0.4638.54
Oracle Service Cloud 21C (Build 293)
Browser UI Version : 3.21.10.21-b0001