If Self Service Web is left open for more than 20 minutes with no activity, the session will be ended.
When the session is ended the following message appears when the user attempts to continue where they left off:

You are currently logged off or your session has expired. Please log on again.

Although this same message can appear if the application pool worker process is removed from memory or recycled, in this case the application pool settings configured in IIS don't have any effect.

To stop the session from expiring every 20 minutes, the following steps can be taken to configure the timeout period:

1. On the Track-It! Web server open the Internet Information Services (IIS) Manager under Control Panel -> Administrative Tools.
2. Under the server name, expand Sites and expand the Default Web Site.
3. Right-click the TrackItWeb virtual application and then select Explore.
4. When the Web folder appears open the Web.config file with Notepad.
5. Locate the<system.web>heading.
6. Somewhere under the heading, add the following line:
   
   <sessionState timeout="60" />
    
7. Change the value (in minutes) as desired.
8. Save the changes to the file.
9. Next, in the IIS Manager click Application Pools.
10. On the right side, right-click the TrackItWeb application pool and then select Recycle.

This is a known issue which has not yet been resolved in the current version of the product. Please contact Track-It! Support to open a new case which can be associated with the defect. Refer to Defect number:  1069386