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Documentation to assist with the setup and configuration of the HaloITSM platform

Guides > Concurrent Licensing and Agent App Session Improvements

Concurrent Licensing and Agent App Session Improvements

As of v2.156


1. Force logout button


An option has been added to the agent details screen that allows administrators to kick another agent out of the agent app.

This can take up to a minute to execute.

The agent will receive a message that their session has been terminated by the administrator and then their session will be logged out.

These events are recorded in the Audit table.




2. Agent Idle timeout option


A new setting has been added to Advanced Settings - "Agent idle timeout (minutes)".



If this is set, if an agent has no mouse movement or keyboard input accross all of all sessions they have on the agent app, a logout request will be sent and they'll be logged out of the app, free'ing up a concurrent licence.



3. Improved Licence usage information


More information will now be shown about licence usage in the Agent list in configuration.




4. Concurrent licence usage limits per Team and Department


Teams and Departments can now be given a maximum number Concurrent Licences that they can use at once. This allows you to distribute your concurrent licences to different teams and departments.


This can be set on the Team and Department configuration screens - "Concurrent Licences" field.


This is based on the Agents default team. E.g if a "Support" team had 10 concurrent licences, only 10 agents with their default team = Support will be able to log in at once.


Login attempts for concurrent agents that are rejected due to exceeding concurrent licence counts are also now logged to the PortalLog table, along with which concurrent licence check failed (global, team or department).



5. Concurrent agent online count logging


The new setting "Record concurrent licence usage data" in Advanced Settings will add a row to OnlineStatusSnapshot once per hour.


This will show how many Agents were online at a specific point in time, and how many concurrent licence agents were online.



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