Frequent logout for agent

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graychev
OTRS newbie
Posts: 11
Joined: 19 Jan 2021, 18:19
OTRS Version?: 6 CE
Real Name: Georgi Raychev

Frequent logout for agent

Post by graychev »

Hello,

Please for advise.

Our OTRS 6 is used by our agents mostly from mobile devices, when they are onsite every day at different locations and customers.
Mostly they use mobile data on their devices.

They complain that system as them too often to log in again , or log them out when they are in ticket.
I have read about it in other topics in the form and I have the below settings:
SessionAgentOnlineThreshold: 10 (min)
SessionMaxIdleTime: 21600 (6 hours)

SessionCheckRemoteIP: Enabled

For me this could be the issue, but I have concerns about turning it off, regarding security.
We use HTTPS and we have installed SSL certificate also.

So, what do you think, turn it off will it be an security issue ?

I have just got complain from a colleague, that he have this frequent log off issue also from his laptop from the office (not changing the IP).
My ScriptAlias setting is: otrs/

Should I delete it all or ?

Thank you in advance for any advice.

Best regards,
Georgi

skullz
OTRS wizard
Posts: 399
Joined: 24 Feb 2012, 03:58
OTRS Version?: OTRS LTS
Real Name: Mo Azfar
Location: Kuala Lumpur, MY
Contact:

Re: Frequent logout for agent

Post by skullz »

Check system configuration for

Code: Select all

SessionCheckRemoteIP
SessionDeleteIfNotRemoteID
im no expert in security but, yeah this should fix the frequent logout issue.

graychev
OTRS newbie
Posts: 11
Joined: 19 Jan 2021, 18:19
OTRS Version?: 6 CE
Real Name: Georgi Raychev

Re: Frequent logout for agent

Post by graychev »

Hi skullz,

Thanks for the feedback.

One additional question that pops up in my mind. Our agents do not use the mobile app for OTSR, they still open it via web browser on their phones.
What do you think, if they start using the mobile app? Will this sole the issue, even without changing SessionCheckRemoteIP and
SessionDeleteIfNotRemoteID system settings ?

For reference we had OTRS 4 CE previously, where these 2 settings were not disabled , and the agent were logged off once or twice per day maximum.
May be there si something else changed in OTRS 6 CE.

Thank you in advance for your feedback.

BR,
Georgi

skullz
OTRS wizard
Posts: 399
Joined: 24 Feb 2012, 03:58
OTRS Version?: OTRS LTS
Real Name: Mo Azfar
Location: Kuala Lumpur, MY
Contact:

Re: Frequent logout for agent

Post by skullz »

graychev wrote:
02 Apr 2021, 10:45
Hi skullz,

Thanks for the feedback.

One additional question that pops up in my mind. Our agents do not use the mobile app for OTSR, they still open it via web browser on their phones.
What do you think, if they start using the mobile app? Will this sole the issue, even without changing SessionCheckRemoteIP and
SessionDeleteIfNotRemoteID system settings ?

For reference we had OTRS 4 CE previously, where these 2 settings were not disabled , and the agent were logged off once or twice per day maximum.
May be there si something else changed in OTRS 6 CE.

Thank you in advance for your feedback.

BR,
Georgi
HI there,
There is no official mobile app for OTRS 6 CE (check out marketplace section for 3rd party one).
However it has responsive mobile layout which still depends on the both setting above..

For 3rd party app / custom build, its depend on the the app itself on how they handled the session. (Correct me if i'm wrong for this part) 8)

graychev
OTRS newbie
Posts: 11
Joined: 19 Jan 2021, 18:19
OTRS Version?: 6 CE
Real Name: Georgi Raychev

Re: Frequent logout for agent

Post by graychev »

Hi,

thanks once more.
I think also this will not solve the issue, if these are ON.
I will revise all again.

Best regards,
G

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