James, One other thing that I TOTALLY forgot about. Even AFTER we applied BMC's suggestion about the 4 AL's, some users were having this issue and it was User tool specific. It ended up that for those users, all we had to do was delete the contents of the User tool Home directory with the exception of the arcmds folder.
Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Mobile:646.483.2779 -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Nowak, James Sent: Friday, January 08, 2010 12:30 PM To: [email protected] Subject: Re: RKM Timeouts The users that access this and are seeing the timeouts are agents on the helpdesk so they use the User tool exclusively. I can ask then to try. If they are not seeing timeouts via the mid-tier would it be a setting change w/in User tool then? BTW, should have mentioned this before. Not everyone is seeing this issue (or they just haven't reported it). So this leads me to believe that it is possibly a client/network issue. Thanks, Jim Nowak Infrastructure Tools OfficeMax Inc. 630-864-5366 w 630-414-0193 c -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Chowdhury, Tauf Sent: Friday, January 08, 2010 11:22 AM To: [email protected] Subject: Re: RKM Timeouts Do you have this issue when you don't use the User Tool such as accessing rkm via Incident management using mid tier? Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Mobile:646.483.2779 -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Nowak, James Sent: Friday, January 08, 2010 12:17 PM To: [email protected] Subject: Re: RKM Timeouts No. RKM is running on a Windows 2003 R2 VM. The only thing on this system is the RKM app. The DB is on dedicated SQL server. ARS is on a Sun box the mid-tier for that is on another web server also. No load balancers in this environment. Jim Nowak Infrastructure Tools OfficeMax Inc. 630-864-5366 w 630-414-0193 c -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Joe D'Souza Sent: Friday, January 08, 2010 11:10 AM To: [email protected] Subject: Re: RKM Timeouts Are your web servers by any chance behind a load balancer? This error is seen when the web servers are behind a load balancer, and you have not configured it for sticky IP's. Joe -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]]on Behalf Of Nowak, James Sent: Friday, January 08, 2010 11:59 AM To: [email protected] Subject: RKM Timeouts We are having an issue with RKM getting timeout errors in the Remedy User tool. Our configuration is the following: RKM 7.2 patch 3 integrated with Remedy ARS 6.3 We are seeing the timeouts in both the RKM home page in the User tool as well as from the KnowledgeBase tab that is created in the HelpDesk form. The error is the following: "Session is invalid or has timed out. Close (Refresh) you browser and Login again" We have made the following changes in the RKM environment: 1. Set the RKM config of session-timeout value to 0. This is suppose to disable timeouts 2. Set the Tomcat session-time value to 240 in web.xml and restarted Tomcat After both of these changes (which were done at different times) we continue to see the timeout error. Any help that can be given would be greatly appreciated. Thanks, Jim Nowak Infrastructure Tools OfficeMax Inc. 630-864-5366 w 630-414-0193 c ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:[email protected] ARSlist: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:[email protected] ARSlist: "Where the Answers Are" ********************************************************************** This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. 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