User presence is not displayed in workspace or displays after form refresh when other users are viewing the same case record - Known Error

User presence is not displayed in workspace or displays after form refresh when other users are viewing the same case record Description The user presence on the same record is not always displaying the current users.

Steps to Reproduce

1. Set system properties: glide.ui.presence.cache_seconds=5 glide.ui.presence.time_back_minutes=2 glide.ui.presence.interval=60 glide.ui.presence.disabled=false 2. Review any incident record for _USER1_ and _USER2_. 3. Both users are displayed and have the presence. 4. After 2 mins, the presence is removed for both users automatically. 5. After 4 mins nothing happens, but if refreshing the records, the presence is back again.

Plugin Details ------------------ Agent Workspace navigation and experience demo (Store App) Customer Service Management Demo Data

Activation Instruction ------------------ Change sys_properties: sn_appclient.app.install.offline to true. Go to Plugin list, search for sn_app_demo_aw and activate it.

Set Up a page using Standard Record Template --------------------- Open UI Builder Click on CSM/FSM Configurable Workspace Create a new variant for Record page Select Record Template (Name SRT1) Make it less order and activate it

Enable Voltron (To reproduce issue on CSM Default Record Page) ----------------------- Enable the page variants "CSM Default record page" & "CSM Interaction record page" and provide less order for them. URL to append to test instance: now/nav/ui/classic/params/target/sys_ux_app_config.do%3Fsys_id%3Df224e5a3530210102c30ddeeff7b128d Then click on UX Screens

Persona ----------------------- Maint, admin, csm agents, csm managers

Use Case1 (Issue reproducible on Standard Record Template) -------------------------- 1. Impersonate as admin 2. Navigate to Configurable Workspace (now/cwf/agent) 3. Open any Case 4. On a different browser, impersonate as first non-admin user and open the same Case 5. On a different browser, impersonate as second non-admin user and open the same Case

First Issue Observed : When a second user (#4 ) opens the same case, the user presence icon is not seen right away. When user moves to different browser and comes back the user presence icon is seen. Second Issue Observed: Reload the page (#4 or after #5), the user presence icons doesn't show up. Expected Result: User presence should show up as soon as a second or more user start seeing the same case. It should persist even after a reload.

Workaround This problem has no workaround, is under review and targeted to be fixed in a future release. Subscribe to this Known Error article to receive notifications when more information will be available.