Actually, that is the recommendation that we received from BMC, and it is not the right course of action to take - it was in fact what was causing our "timeout" issues here. The reason is that removing the Run If qualification causes a new SessionID to get created every time you open the Help Desk form. This is NOT what you want. All that you want is for the Groups field to be cleared if there is already a SessionID. To do this, we left the OOB active link alone (with the original Run If qualification) and added another active link that fires where there IS a SessionID (the opposite of the oob active link) and pushes $NULL$ to KMS:Session where 'User' = $USER$. This fixes the issue intended to be addressed by BMC's recommended fix while not causing other problems that come with getting a new SessionID every time you open the Help Desk form.
Lyle -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Chowdhury, Tauf Sent: Friday, January 08, 2010 11:14 AM To: arslist@ARSLIST.ORG Subject: Re: RKM Timeouts James, Take a look at this excerpt below. We had issues with RKM 7.2 p2 where users kept being prompted to log in. See if this helps unless you already have this set with patch 3. Defect#SW00309893 which is going to be tentatively fixed in the RKM7.5 Below is what we did as a temporary workaround to resolve the issue: If you are in fact running RKM 7.2 patch 2 please take a look at the following. With the install of RKM 7.2 patch 2 there were 4 Active Links that needed to be imported what I am seeing from other customer is either the Active Links do not import correctly. Or the active links were not imported. I would like to verify that each active link was imported correctly. If this is the case then the next step as work around to the following would be to Remove the run if qualification on the following Active Links, KMS:Main_Create_SessionID KMS:HD:Create_SessionID, KMS:PM:Create_Session_ID. Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Mobile:646.483.2779 -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor Sent: Friday, January 08, 2010 12:35 PM To: arslist@ARSLIST.ORG Subject: Re: RKM Timeouts Did you make any changes or do any customizations related to the values stored in the SessionID or Groups fields on KMS:Session? We had issues due to the IP address of the client being stored in the Groups field, where the recommended change by BMC caused a new SessionID to be created every time the Help Desk form was opened. The net result of this was that users saw frequent timeouts on the order of minutes, because their session ID kept changing while they still had windows open. So the next time they went to do something in an already open window, the session ID used when that window was opened no longer matched what was stored in Remedy, and it presented that as a session timeout error. Lyle -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Nowak, James Sent: Friday, January 08, 2010 9:59 AM To: arslist@ARSLIST.ORG 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:rmisoluti...@verizon.net ARSlist: "Where the Answers Are" NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. 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