ServiceNow's default session timeout might not match your organization's security requirements or user workflow patterns. This guide shows you how to configure idle timeout periods, warning dialogs, and understand when the changes take effect.
Why session timeouts matter for security and usability
Out of the box, ServiceNow logs users out after 30 minutes of inactivity — often too short for users working on long tasks, or too long for high-security environments. Users lose unsaved work when sessions expire unexpectedly, while security teams worry about unattended workstations staying logged in. Platform admins get caught between user complaints about frequent logouts and security policies requiring shorter timeouts. The people affected are end users (who lose work), security teams (who set policies), and admins (who field the complaints).
How ServiceNow session management works
ServiceNow tracks two different timeouts: session timeout (how long users can be idle) and maximum session length (absolute session duration regardless of activity). The session timeout resets every time a user clicks something or loads a page — it's purely about inactivity. You control this with the glide.ui.session_timeout property (value in minutes). A separate property, glide.ui.session_timeout.display, controls whether users see a warning dialog before getting logged out. The key behavior that trips people up: changes only apply to new logins, not users already logged in.
Refining timeout policies for different user types
Once basic timeout settings work, you'll want different timeouts for different user groups. Agents working tickets need longer timeouts than occasional self-service users. You can implement role-based timeouts using client scripts that check user roles, or use different login pages with different session properties. Some organizations also implement activity-based extensions — if someone is actively typing in a form, extend their session automatically. For high-security environments, consider combining shorter idle timeouts with longer maximum session lengths to balance security and usability.
Before you start
- •admin role or security_admin role
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Step by step
Navigate to System Properties
Go to System Definition > System Properties. This opens the full list of system properties. You'll be working with properties that start with 'glide.ui.session_timeout' — these control different aspects of session behavior.
Use the filter bar to search for 'session_timeout' to find the relevant properties quickly.
Set the idle timeout duration
Find and open the 'glide.ui.session_timeout' property. Change the Value field to your desired timeout in minutes. For example, enter '60' for a one-hour timeout or '15' for fifteen minutes. This controls how long users can be inactive before ServiceNow automatically logs them out.
Configure the timeout warning dialog
Find and open the 'glide.ui.session_timeout.display' property. Set this to 'true' if you want users to see a warning dialog before their session expires, or 'false' to log them out without warning. The warning appears 2 minutes before the actual timeout and gives users a chance to extend their session.
Test with a new session
Open an incognito/private browser window and log in to test your new timeout settings. The changes won't affect your current session — you need a fresh login to see the new timeout behavior. Set a short timeout like 2 minutes for testing, then change it back to your production value.
Verify maximum session length
Check the 'glide.ui.max_session_time' property to ensure it's longer than your idle timeout. This property sets the absolute maximum session duration regardless of activity. If max_session_time is shorter than session_timeout, users will hit the maximum first.
Best practices
Don't set session timeouts shorter than 15 minutes — users working on complex forms or long lists will lose unsaved work constantly.
Always enable the timeout warning dialog (glide.ui.session_timeout.display = true) unless security policies explicitly forbid it — silent logouts frustrate users.
Test timeout changes in a sub-production instance first — a timeout that's too short can make the platform unusable for daily work.
Document your timeout settings and the business reason behind them — security auditors and new admins need to understand the rationale.
Remember that mobile users and VPN users often appear idle when they're actually working — factor this into your timeout decisions.
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