Thank you for your feedback.
Form temporarily unavailable. Please try again or contact docfeedback@servicenow.com to submit your comments.
Versions
  • Madrid
  • London
  • Kingston
  • Jakarta
  • Istanbul
  • Helsinki
  • Geneva
  • Store
Close

Portal usage calculation

Log in to subscribe to topics and get notified when content changes.

Portal usage calculation

Portal usage enables you to track how your customers and employees are using the portal. The Customer Portal Usage dashboard provides information about portal visits by your customers and employees, resulting in session counts.

To view the Customer Portal Usage dashboard, navigate to Customer Service > Admin > Portal Usage.

A user session is a period of activity on the Customer or Consumer Service Portal by one of the following users:
  • Internal: an internal user, typically an employee, who is logged in.
  • External: an external user, typically a customer or consumer, who is logged in.
  • Anonymous: a user who is not logged in.
A user session times out after a specific period of inactivity.

User access to the self-service portals is tracked as follows: per session, per day, and per portal. If the same user logs in from multiple browsers or devices, each login is counted as a separate visit. Each first call of a portal page starts a session and, at midnight (server time), the system restarts another session. This means that a user cannot have a session longer than 24 hours.

The default session timeout is 30 minutes. This setting can be adjusted using a system property. For more information about modifying the session timeout setting, see Manage user sessions.

Site visit calculation examples

A user logs in, logs out, and then logs in again:

Step User activity Billable count incremented
1 User visits the portal as an anonymous or guest user Yes
2 User logs in No
3 User logs out No
4 User logs in immediately after logging out Yes

A user logs in and continues the session past midnight:

Step User activity Billable count incremented
1 User visits the portal as an anonymous or guest user Yes
2 User logs in No
3 User session continues past midnight Yes
4 User logs out No
Feedback