Gotta love it when you ask them to fix something that's broken, give specific examples of how their workflow is broken and they say it's as designed heh. Sounds like MS with their "Undocumented Features".
I guess I'll have to open a ticket with out support company specifically about the PERFORM-ACTION-EXIT-APP not working correctly and leave out the broken mid tier part out. Dylan -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Axton Sent: Thursday, April 26, 2007 6:48 AM To: [email protected] Subject: Re: Freeing licenses I received an update from BMC on this issue. The defect they generated was CLOSED with a disposition of AS DESIGNED. I do not agree with this decision, and I want to stir up some discussion in the community as to their stated direction, and my perceived DOA status of the mid-tier product in large scale environments as a result of this statement of direction: I received this update from BMC: The defect related to this issue: SW00264036 was closed with the following comments: Re midtier behavior, http is stateless so all user states are tracked on the midtier side. If the user closes all browser windows associated with a valid http session on midtier side, the session will remain until expires. This means, any license acquired on behalf of the user will not be release until session times out. The behavior is as designed. (In contrast to WUT which uses RPC, when the WUT is closed, it calls back to the AR Server to perform logout. If TCP is lost when the user closes WUT, then the license for that user also stays in limbo until times out.) This was the response back to BMC: - One aspect of the issue we raised was that we had added an Active Link that fires on Window Close to do the PERFORM-ACTION-EXIT-APP process, but that does not release the token either. I do not see the explanation below addressing that at all. - Also, I just ran a test to prove/disprove the statement below regarding the MT session handling. I set the session timeout to 2 minutes on my Mid-Tier, logged in to MT w/ a floating license, killed the browser window, verified the user was still in possession of a floating token via the Manage User Licenses in the admin tool, and then waited about 10 minutes. The floating token had still not been released even though the session should have expired. Axton Grams On 3/22/07, Axton <[EMAIL PROTECTED]> wrote: > Using IE, it will appear the browser is timing out; you will need to > look at the servletexec stderr logs to see the java stack trace > triggered by the null pointer exception. > > Axton Grams > > On 3/22/07, Axton <[EMAIL PROTECTED]> wrote: > > Daniel, create an active link that performs an open window using the > > current window (AL should fire from the form that has the AL that > > performs the exit-app on window close). Let me know if you get a > > null pointer exception. > > > > Axton Grams > > > > On 3/22/07, CONDREA, Daniel <[EMAIL PROTECTED]> wrote: > > > Hi All , > > > > > > Yesterday I said that a floating license is not release. > > > > > > I was wrong. The reason is that I had performed the test in the > > > following condition: > > > > > > - ARS version 6.3 patch 21 > > > - AR mid tier 7.0.1 patch 001 > > > - IIS 6.0 on Win 2003 SP2 > > > - IE 7.0 > > > - New Atlanta 5.0 > > > > > > Today using the same mid tier but connected to ARS version 7.0.1 > > > running on MS SQL 2005 SP2, the test was a success. > > > > > > Steps to reproduce: > > > > > > - create a regular form > > > - create an AL running on Windows Close event with Run Process > > > PERFORM-ACTION-EXIT-APP > > > > > > Regards, > > > Daniel > > > > > > > > > -----Original Message----- > > > From: Action Request System discussion list(ARSList) > > > [mailto:[EMAIL PROTECTED] On Behalf Of ARSList > > > Sent: Tuesday, March 20, 2007 7:46 PM > > > To: [email protected] > > > Subject: Re: Freeing licenses > > > > > > Shouldn't the Mid-Tier "Session Timeout" take care of the license? > > > > > > I would think when the users closes the browser after this timeout > > > happens, the license should be released. > > > > > > I would test this in my lab, but I don't have the ($$$) floating > > > licenses for my test. > > > > > > Nick > > > > > > -----Original Message----- > > > From: Action Request System discussion list(ARSList) > > > [mailto:[EMAIL PROTECTED] On Behalf Of Axton > > > Sent: Sunday, March 18, 2007 11:06 AM > > > To: [email protected] > > > Subject: Re: Freeing licenses > > > > > > I built another environment as follows and retested the behavior: > > > - 7.x def used for testing available at > > > http://arswiki.org/dist/ars/AppClose.def > > > > > > *** Steps to reproduce the issue (method 1): > > > 1-after importing the def, go to the home page on the mid-tier > > > server 2-open the TestAppCloseLicenseUsage/Console entry point > > > 3-click the 'open in current' button on the console form (this > > > performs an open window action in the current window) - you will > > > receive a hang in the app; click stop script to continue if using > > > IE 4-close the window > > > > > > This terminates all browsers, the main console has an AL to > > > exit-app on window close, but the license remains allocated. > > > > > > Expected Result: > > > - Floating license is releases > > > Actual Result: > > > - Floating license remains allocated > > > > > > *** About the stop script error: > > > When you have an AL on a form that perform the exit-app run > > > process on window close, and you perform an open window action to > > > the current window, this causes an error. In IE you are presented > > > with the option to stop/continue the script. In Firefox, you get > > > a java stack trace: > > > > > > Mar 18, 2007 1:55:19 PM - SEVERE (com.remedy.log.SERVLET) : > > > (Thread > > > 11) Caught RuntimeExceptionjava.lang.NullPointerException > > > at com.remedy.arsys.goat.FormContext.<init>(Unknown Source) > > > at com.remedy.arsys.stubs.GoatServlet.postInternal(Unknown > > > Source) > > > at com.remedy.arsys.stubs.GoatHttpServlet.doGet(Unknown Source) > > > at javax.servlet.http.HttpServlet.service(HttpServlet.java:690) > > > at javax.servlet.http.HttpServlet.service(HttpServlet.java:803) > > > at > > > org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(Applica > > > tionFilterChain.java:269) > > > at > > > org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilt > > > erChain.java:188) > > > at > > > org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValv > > > e.java:210) > > > at > > > org.apache.catalina.core.StandardContextValve.invoke(StandardContextValv > > > e.java:174) > > > at > > > org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java > > > :127) > > > at > > > org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java > > > :117) > > > at > > > org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve. > > > java:108) > > > at > > > org.apache.catalina.connector.CoyoteAdapter.service(CoyoteAdapter.java:1 > > > 51) > > > at > > > org.apache.coyote.http11.Http11Processor.process(Http11Processor.java:87 > > > 0) > > > at > > > org.apache.coyote.http11.Http11BaseProtocol$Http11ConnectionHandler.proc > > > essConnection(Http11BaseProtocol.java:665) > > > at > > > org.apache.tomcat.util.net.PoolTcpEndpoint.processSocket(PoolTcpEndpoint > > > .java:528) > > > at > > > org.apache.tomcat.util.net.LeaderFollowerWorkerThread.runIt(LeaderFollow > > > erWorkerThread.java:81) > > > at > > > org.apache.tomcat.util.threads.ThreadPool$ControlRunnable.run(ThreadPool > > > .java:685) > > > at java.lang.Thread.run(Thread.java:595) > > > > > > It would appear that the exit-app run process ran (partially at > > > least), and an exception was thrown when the form attempted to > > > reuse the current browser window. To sum it up, using an open > > > window action in tthe current window causes a null pointer > > > exception to be thrown if the parent form has an AL that performs > > > the exit-app run process on window close. The exception is not > > > thrown when the active link (exit-app on win close) is disabled; > > > but the license is not released either when the form is closed. > > > > > > Hopefully this helps you see the catch22 of using this approach > > > and why it is not a viable alternative. The mid-tier just needs > > > to be fixed to handle this properly, which as I see it: when a > > > browser session terminates, the mid-tier should be responsible for > > > reaping all licenses associated with that session; the same as > > > closing the user tool. Remedy customers should not be responsible > > > for coding around this flaw; which, to address the issue properly > > > and without introducing errors, can be a complex task. > > > > > > *** Environment Information: > > > - ARServer 7.0.01 patch 001 200701111654 on Win2003 > > > - Mid-tier 7.0.01 Patch 001 200701091113 on CentOS 4.4 with > > > 2.6.9-023stab040.1-enterprise kernel > > > - Oracle 10g on CentOS 4.4 with 2.6.9-023stab040.1-enterprise > > > kernel > > > - Tomcat 5.5.23 > > > - Sun JDK build 1.5.0_11-b03 > > > - Authentication was performed using standard Remedy passwords > > > > > > *** Browsers Tested (all failed): > > > - Firefox 1.5.0.10 > > > - Firefox 2.0.0.2 > > > - IE 7.0.5730.11 > > > > > > Axton Grams > > > > > > On 3/18/07, Axton <[EMAIL PROTECTED]> wrote: > > > > Except that David's approach doesn't work. I tested it, have > > > > you? I even went so far as to have a third party test it; they > > > > got the same results I. I'm just trying to save you from > > > > spinning your wheels needlessly; take it or leave it. > > > > > > > > Go ahead and write the workflow in the manner David suggested > > > > and see if it makes a difference. > > > > > > > > Axton > > > > > > > > On 3/17/07, CONDREA, Daniel <[EMAIL PROTECTED]> wrote: > > > > > Axton you just want to find out how smart you are. > > > > > > > > > > David J. Easter, Sr. Product Manager - BMC Software, suggested > > > > > "PERFORM-ACTION-EXIT-APP" and, in my opinion, he is smarter > > > > > than > > > you. > > > > > David's suggestion is simpler and releases a licenses > > > > > immediately > > > while > > > > > yours is very complicated and cost to much. > > > > > > > > > > Daniel > > > > > > > > > > -----Original Message----- > > > > > From: Action Request System discussion list(ARSList) > > > > > [mailto:[EMAIL PROTECTED] On Behalf Of Axton > > > > > Sent: Sunday, March 18, 2007 12:15 AM > > > > > To: [email protected] > > > > > Subject: Re: Freeing licenses > > > > > > > > > > You could write a simple program to scan/release licenses > > > > > using perl > > > or > > > > > java. If you wanted to get a little fancier, you could write > > > > > the > > > api to > > > > > cross-reference mid-tier/servlet/web server sessions to > > > > > arserver sessions, then drop the ones initiated from the web > > > > > that no longer > > > have > > > > > a valid web/servlet session. Just an idea, and I am sure > > > > > there are > > > some > > > > > details that would have to be ironed out. If you kept the api > > > simple, > > > > > you could call it on window close from an active link; this > > > > > would do > > > > > > > > what the run process command (exit-app) is supposed to do, but > > > doesn't. > > > > > > > > > > I would also suggest you register with the bugzilla app I set > > > > > up and > > > > > > > > register your votes against this defect, if you haven't > > > > > already. Public involvement in this app is going to be the > > > > > catalyst for BMCs involvement. I see 3 people from BMC > > > > > registered now, just waiting > > > at > > > > > this point to see what they plan to do. http://arswiki.org/bugs > > > > > > > > > > Another option, you could pressure support to flag the issue > > > > > as a defect, then wait on a fix. > > > > > > > > > > Axton Grams > > > > > > > > > > On 3/17/07, ARSList <[EMAIL PROTECTED]> wrote: > > > > > > Axton, > > > > > > > > > > > > Can you suggest ways for me to set this auto-logout based on > > > either > > > > > > escalation or interval due to my organizations secure-web > > > > > > timeout-disconnect? (This disconnect happens 20 minutes > > > > > > when > > > there is > > > > > > > > > > > no activity.) I am trying to not only make the floating > > > > > > license time-out issues work, but satisfy my users as well. > > > > > > > > > > > > I appreciate all of your help - beyond my issues, but > > > > > > helping > > > everyone > > > > > > > > > > > else too! > > > > > > > > > > > > Nick Hromyak > > > > > > > > > > > > -----Original Message----- > > > > > > From: Action Request System discussion list(ARSList) > > > > > > [mailto:[EMAIL PROTECTED] On Behalf Of Axton > > > > > > Sent: Friday, March 16, 2007 4:06 PM > > > > > > To: [email protected] > > > > > > Subject: Re: Freeing licenses > > > > > > > > > > > > It's probably not a problem with it firing before the > > > > > > browser > > > closes; > > > > > > but instead is a problem that the run process and > > > > > > logoutservlet > > > just > > > > > > flat out don't work a lot of the time (6.3-7.0.1): > > > > > > > > > > > > http://arswiki.org/bugs/show_bug.cgi?id=10 > > > > > > > > > > > > Axton Grams > > > > > > > > > > > > On 3/16/07, ARSList <[EMAIL PROTECTED]> wrote: > > > > > > > Thank you for the tips, suggestions and Definition files. > > > > > > > > > > > > > > However... > > > > > > > > > > > > > > I have not been able to get this to work as an AL on > > > > > > > Window > > > Close > > > > > > > through the Mid-Tier (Servlet 5.0.13, Java 1.4.2_13) 6.03 > > > > > > > Patch > > > 20. > > > > > > > > > > > > > > I am using the Form Remedy Support, AL Run Process - > > > > > > > PERFORM-ACTION-EXIT-APP Basically I copied the DEF file > > > > > > > you supplied and manually entered the Buttons and AL with > > > > > > > a common form. Then I moved the AL to the above > > > > > > > information duplicating the > > > > > "Logout" > > > > > > > button from the form in the Remedy Support. I confirmed > > > > > > > the > > > Logout > > > > > > > Button AL in the Remedy Support form does the same Run > > > > > > > Process - > > > > > > > > > > PERFORM-ACTION-EXIT-APP. > > > > > > > > > > > > > > I think the Mid-Tier / Internet Explorer (IE) does not > > > > > > > provide > > > the > > > > > > > feedback in the Mid-Tier before the IE actually closes. > > > > > > > > > > > > > > I am beginning to think I should use the Interval AL. But > > > > > > > I am > > > not > > > > > > sure > > > > > > > what the Interval means? Could it (as I hope, but doubt) > > > > > > > mean > > > the > > > > > > > interval when there is no activity by the user? > > > > > > > > > > > > > > > > > > > > > Basically, if there is no activity by my user with the > > > > > > > interval > > > in > > > > > > > 600 seconds, I want them to get logged out... right? (The > > > > > > > trick) If there is activity (how do I monitor this) can I > > > > > > > stop this > > > > > interval? > > > > > > > > > > > > > > Perhaps I should use (the one I don't know anything about) > > > > > > > are escalations? > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > -----Original Message----- > > > > > > > From: Action Request System discussion list(ARSList) > > > > > > > [mailto:[EMAIL PROTECTED] On Behalf Of Axton > > > > > > > Sent: Tuesday, March 13, 2007 7:31 PM > > > > > > > To: [email protected] > > > > > > > Subject: Re: Freeing licenses > > > > > > > > > > > > > > Not if you explicitly end the session, it is supposed to > > > > > > > be > > > released > > > > > > > > > > > > immediately. Think of closing your user tool, that > > > > > > > releases a floating license; why should the same not apply > > > > > > > to the mid-tier. The logout servlet is supposed to do the > > > > > > > same, but it doesn't > > > some > > > > > > > of the time. > > > > > > > > > > > > > > In all honesty, closing the browser should release the > > > > > > > token, > > > the > > > > > > > same as the user tool does. It should just be built into > > > > > > > the mid-tier. A lost session (i.e., logout or close > > > > > > > browser) should > > > > > > > > > > release the license immediately (no exceptions), to stay > > > > > > > true to > > > the > > > > > > > > > > > > nature of the licenses as they are managed when using the > > > > > > > user > > > tool. > > > > > > > > > > > > In all honesty, I think that until the mid-tier behaves in > > > > > > > that > > > way, > > > > > > > > > > > > it is defective. > > > > > > > > > > > > > > Axton Grams > > > > > > > > > > > > > > On 3/13/07, Rocky Rockwell <[EMAIL PROTECTED]> wrote: > > > > > > > > The last I heard license assigned to a user will stay > > > > > > > > with the > > > > > > > > > > > user > > > > > > > for > > > > > > > > a minimum of 1 hour (configured in the admin tool). This > > > > > > > > is > > > the > > > > > > least > > > > > > > > about of time you can set. > > > > > > > > > > > > > > > > *Rocky* > > > > > > > > > > > > > > > > Rocky Rockwell > > > > > > > > eMA Team - Remedy Developer > > > > > > > > [EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]> > > > > > > > > Ph#1: 214-567-8874 > > > > > > > > Ph#2: 325-884-1263 > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > Wheeler, Dylan wrote: > > > > > > > > > ** > > > > > > > > > > > > > > > > > > Hi List, > > > > > > > > > So I'm running into a problem with my licenses. We > > > > > > > > > don't > > > quite > > > > > > have > > > > > > > > > enough so I've been playing around trying to get the > > > licenses > > > > > > freed > > > > > > > up > > > > > > > > > when I can. I'm finding that the licenses on my server > > > > > > > > > are > > > > > > sticking > > > > > > > no > > > > > > > > > matter what though and I'm not sure what's keeping > > > > > > > > > them > > > there. > > > > > > > > > > > > > > > > > > If I open IE and login then click the logout button on > > > > > > > > > the > > > Home > > > > > > Page > > > > > > > > > it should release the license right? The license is > > > > > > > > > still showing > > > > > > as > > > > > > > > > taken 15 minutes later in my admin tool. > > > > > > > > > > > > > > > > > > I created an AL and put in the PERFORM-ACTION-EXIT-APP > > > command, > > > > > > > > > execute on window close and left the run if open, > > > permissions > > > > > > > > > are > > > > > > > set > > > > > > > > > to public. Closing the Home Page in the user tool will > > > > > > > > > close > > > out > > > > > > the > > > > > > > > > application, but the license is still active. Closing > > > > > > > > > the > > > window > > > > > > on > > > > > > > > > the mid tier will leave the license active. > > > > > > > > > > > > > > > > > > Anyone run into this or have a clue what could be > > > > > > > > > causing > > > it? > > > > > > > > > ARS/Mid Tier 6.3 Patch 21 > > > > > > > > > IIS on Windows 2003 > > > > > > > > > > > > > > > > > > *-------------* > > > > > > > > > > > > > > > > > > *Dylan Wheeler* > > > > > > > > > *Production Control Analyst Principal* *IT Operations* > > > *Downey > > > > > > > > > Savings & Loan Association, F.A. * > > > > > > > > > *Email: [EMAIL PROTECTED] > > > > > > > > > <mailto:[EMAIL PROTECTED]> > > > > > > > > > > > > > > > > > > This message and any attachments are for the intended > > > > > > > > > recipient(s) only and may contain privileged, > > > > > > > > > confidential and/or proprietary information about > > > > > > > > > Downey Savings or its customers, which Downey Savings > > > > > > > > > does not intend to disclose > > > to > > > > > > > > > the public. 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