Marvin, This is most likely a firewall timeout setting issue. Same thing happened to us several years ago when our server was moved behind a firewall. Our security team had both the global and individual port timeout settings at 20 mins.
The Remedy WUT will perform it's own keepalive (don't remember how often and it can't be user configured per Remedy Engineering) but it was well after our firewall dropped the connection. When a user tried to perform any action after having been idle for 20+ minutes, the connection had timed out, and it gave the appearance the client was hanging. We changed the timeout to 4 hours and that resolved the problems. Since you said the problem isn't occurring when running the client directly on the server... I would look hard at the firewall... Hope this helps, Michael Gould Sr. Software Engineer U.S. House of Representatives On Wed, Jun 29, 2011 at 2:02 PM, remedymarv <[email protected]> wrote: > Update: > > As part of troubleshooting, I had already ruled out the license type. I > determined that the issue happens for users with both fixed and floating > licenses. Thanks for the reminder to check for the "Floating Licence > Timeout". I checked that, just in case, and it is set to 2 hours, so is > also > not the problem. I even had looked into the parameter called "Currency > Ratio > Cache Refresh Interval / Client Refresh interval" and Remedy support told > me > it only has to do with calculating currency". There was also a thread > which > I can't find where someone having the same issue hacked the Windows > registry > to create a KeepAlive DWORD so the Windows server itself refreshed the TCP > connections under 60 minutes, to avoid the issue. > > However the most viable explanation currently is that there is some piece > of > network equipment, either our Palo Alto networks firewall, or some other > device that is ending the sessions at 60 minutes. Our Firewall > administrator > has a ticket into the vendor and is pursuing that route. Will keep you > posted. Remedymarv. > > > > > -- > View this message in context: > http://ars-action-request-system.1093659.n2.nabble.com/Remedy-User-Tool-has-20-second-delay-after-a-period-of-inactivity-40-minutes-tp6506445p6530074.html > Sent from the ARS (Action Request System) mailing list archive at > Nabble.com. > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are" > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
