Automatic Support Sessions End on inactivity

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  • updated
  • Under Review

Choice after how long an inactive sessions or sessions without connection from Hosts/Guests/Hosts+Guests must be closed (Ended). This leave a clean Screenconnect without many connections unused and administrator check to close long unused sessions.

Duplicates 3
End Session Based on Last Host Connection

For support sessions, we would like to be able to set a maximum time that an idle session can remain active after the host is not connected. Once that threshold is exceeded, it would be ended, and the session will no longer be listed as an available support session.


The scenarios is that, because our systems are impacted by PCI/PA-DSS compliance rules, we cannot permit unattended access in most situations. If an agent begins a support session and disconnects at the end of the day, they are able to regain unattended access the next morning (without getting permission from the customer to reconnect). We would like to set an option that ends the session so it can no longer be used once no host has connected to a session for X minutes.


Even better would be the ability to set this option at the user security level so that you could configure different groups of users to use different timeouts.


Alternatively, we'd like to be able to query the database programatically and send a command to end those sessions that meets this criteria

auto end support session after X days or period of inactivity
Avatar TTS

This could be implemented a few different ways but the basic criteria would be to allow the option to automatically END a support session after a period of time. That could either be a raw amount of time (regardless of activity) or a period of inactivity. The purpose would be to automatically clean out support sessions.

Develop automated way to end sessions that have been idle

Partner would like to have an automated way to automatically end sessions with machines that have been idle for xx days and to have a report included of the activity.

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-1
anonymous
  • Answer
  • Planned

Planned...sort of. We've heard similar requests and we're implementing a configurable option in 6.0 or 6.1. Expected behavior is to not present the option to leave support sessions open and just automatically close once a host exits a session. This will not be permission based as it is being implemented in the spirit of being a compliance measure, which shouldn't have any "loopholes" once set by an admin on the server.

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2
anonymous
Quote from pfp

I'm not sure if this is the same issue we have. We don't allow "access" sessions but our techs have gotten into the habit of never ending their "connect" sessions thereby creating backdoor access sessions when these connect sessions are left running indefinitely. There is currently no way to end them automatically and I have to manually end these sessions every day.

Pfp,

Well, what currently happens with enabling SupportSessionExpireSeconds (you can also replace Support with Meeting or Access) is the session will only be hidden from the host page if there isn't a host or guest connected after the period of time you set.

Roberto is suggesting this setting be more granular to include the following:

(1) expire when a guest is not connected but a host is after xx seconds

(2) expire when a host is not connected but a guest is after xx seconds

I suggest you try out the setting to see how it works out for you.

Note: Using this will not end the sessions but simply hide them. If you set this setting back to 0 the sessions will reappear.

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roberto cazzato

I mean disconnecting sessions not only hide. As Pfp says, Hosts Always leave support sessions open and we have to manually disconnect old sessions. It is very useful to have an Automatic Mechanism ti disconnect old sessions Automatically.

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anonymous
  • Pending Review
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Matthew Swanson

We requested this some time ago. 6.1 includes the option to force the session to end when the hosts disconnect so that they can't be left open. This is an acceptable approach for us, and we'll be implementing it, although what is talked about here, where the session is ended after XX seconds that the host has disconnected (to keep the hosts from coming back later without explicit permission), would be a preerable implementation.

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Cody Arnold
Quote from Matthew Swanson

We requested this some time ago. 6.1 includes the option to force the session to end when the hosts disconnect so that they can't be left open. This is an acceptable approach for us, and we'll be implementing it, although what is talked about here, where the session is ended after XX seconds that the host has disconnected (to keep the hosts from coming back later without explicit permission), would be a preerable implementation.

Where is this setting at?

I would like to implement this myself, I imagine it is something to be changed in the web.config?

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2
Matthew Swanson
Quote from Cody Arnold

Where is this setting at?

I would like to implement this myself, I imagine it is something to be changed in the web.config?

The option is AlwaysEndSessionOnExit, but it isn't implemented until 6.1, which I think is still in controlled relaease.

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anonymous
Quote from Cody Arnold

Where is this setting at?

I would like to implement this myself, I imagine it is something to be changed in the web.config?

The setting will be in the app.config extension as AlwaysEndSessionOnExit in 6.1. This will end support and meeting sessions, but does not currently apply to access sessions. I will leave this topic open so we can look at allowing partners to set a time before a session is removed based on host, guest, and host/guest disconnection.

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-1
pfp

AlwaysEndSessionOnExit can be defeated by the host (support tech) killing the ScreenConnect.WindowsClient.exe task on their machine. Doing this disconnects the host but leaves the session running for them to come back to later. This is effectively the same as choosing end session which is no longer an option for them.

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anonymous
  • Under Review
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1
anonymous
Quote from pfp

AlwaysEndSessionOnExit can be defeated by the host (support tech) killing the ScreenConnect.WindowsClient.exe task on their machine. Doing this disconnects the host but leaves the session running for them to come back to later. This is effectively the same as choosing end session which is no longer an option for them.

Hey pfp,

Killing the process through the task manager does just disconnect the session, and that's intended behavior. Ending a session is only possible through the application UI. Why are hosts killing the session through the task manager?



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