On a recommendation from our support vendor we made the following change to the AL KMS:HD_Create_SessionID and KMS:Main_Create_SessionID. This was due to an issue where we were getting Invalid Session errors: They recommended one of the following solutions:
1. Make sure AL KMS:Main:Create_Session_ID has a qualification that causes it to fire every time kms:main form opened by qual 1=1. 2. Make sure the KMS:Session form has the Groups field on it. 3. Make sure the push field of AL KMS:Main:Create_Session_ID has an extra push field action to push Groups = 4. Active Link KMS:Main_Create_SessionID has a Push Field action... Make sure the "If ANY requests match" section is not set to "TAKE NO ACTION" We chose #1 and set the RunIf with a qualifier of 1=1. The actions have not changed. I have read the other replies from Lyle and Tauf and now I am even more confused... Looking at what happens to the KMS:SessionID table, I see my session ID stay the same, but the modified date does change. Also I will look into cleaning out the HOME directory for the User tool. Finally, we did go to patch 3. I'm gonna have one of the agents clear their home dir and I'll report back on how that worked. Thanks again for all the hints and help! 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 Lyle Taylor Sent: Friday, January 08, 2010 11:35 AM To: [email protected] 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:[email protected]] On Behalf Of Nowak, James Sent: Friday, January 08, 2010 9:59 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" 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. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. ________________________________________________________________________ _______ 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"
