HaloITSM Guides

In this lesson we will cover:

- Force logout button

- Agent idle timeout Option

- Improved Licence usage information

- Concurrent licence usage limits per Team and Department

- Concurrent agent online count logging

Force logout button

An option has been added to the agent profile 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 (viewed using reporting suite).

Fig 1. Request logout button against agent profile

Agent idle timeout Option

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

Fig 2. Agent idle timeout setting

If this is set, if an agent has no mouse movement or keyboard input across 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, freeing up a licence. This setting applies to agents on both concurrent and named licences. 

Improved Licence usage information

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

Fig 3. Licence information in agent list

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 configuration screen and Department configuration screen - "Concurrent Licences" field.

If set against a team, 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 as 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 (reporting suite), along with which concurrent licence check failed (global, team or department).

Concurrent agent online count logging

The setting "Record concurrent licence usage data" in Advanced Settings will add a row to the OnlineStatusSnapshot table (reporting suite) 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.

Fig 5. Record concurrent licence usage data setting