Thank you for looking into this. We got the same issue. Done some research without finding out why. It is very irritating that the user tool times out. It is not a fixed / floating license issue. Users with fixed license got the same issue.
I do think it is a network connectivity issue. I got the feeling that the connection times out and need to be re-established. We got the same timeout with or without port mapper. Tracing the IP/TCP traffic might explore what is happening. I did some tracing but was unable to find anything useful. ~ Terje ________________________________________ From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On Behalf Of remedymarv [marvin.he...@gmail.com] Sent: 29 June 2011 19:02 To: arslist@ARSLIST.ORG Subject: Re: Remedy User Tool has 20 second delay after a period of inactivity > 40 minutes 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"
