User locked out

TomBoston

We run osTicket (1.18.1) on an in-house Linux server. An agent logs in with Chrome and keeps Chrome open all day to access osTicket and numerous other applications. Some time later the agent is automatically logged out of osTicket due to inactivity, but she is not able to log back in unless opening a new Chrome session in incognito mode. Is there a way around this?

KevinTheJedi

TomBoston

Is your _session table in the db being regularly cleared? Meaning, is it holding on to old sessions?

Cheers.

KevinTheJedi

TomBoston

Also, try this:

Open the /scp/staff.inc.php file.
Go to line 79.
Paste $thisstaff->regenerateSession(); on line 79.
Save the file, restart the webserver (and PHP-FPM if you're running it), and retest the issue.

After making this change the system will essentially generate a new session if the current one is invalid.

Cheers.

TomBoston

I do see that table in the DB, but not sure of what mechanism would clear it regularly.

KevinTheJedi

TomBoston

Cron Jobs are best:

https://docs.osticket.com/en/latest/Getting%20Started/POP3-IMAP%20Settings.html#schedule-polling

Ignore the fetching part just focus on the Cron Job part.

Cheers.