We've done a few things to mitigate this issue, although I think the best solution would be to have a universal session cookie across all tabs and browser sessions.
What we've done is to tell our users that they shouldn't "live" in Remedy. It's fairly useless for your average I.T. staff to sit at a console (consuming licenses!) waiting for something to happen. Instead, we ask them to work off of email notifications that come in, and to set some times throughout the day to log in and update their stuff as needed. For Service Desk folks, I've set their AR System User Preference record to have the Session Timeout in Minutes set to 600, which will easily get them through a typical work day without ever timing out even during lunch even if they somehow aren't doing anything in Remedy most of the day. The default for everyone else is one hour. Thanks, Shawn Pierson Remedy Developer | Energy Transfer -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Patrick Snyder Sent: Wednesday, August 07, 2013 9:00 AM To: arslist@ARSLIST.ORG Subject: Auto-logout and session expiration on the midtier Our users are getting frustrated with the way Remedy handles session expiration on the midtiers. If a session expires and you are in the middle of filling out a form, you receive no preliminary warning and no indication that your session has expired until you perform an action, which by then it is too late and you must open a new remedy session in another window and manually copy and paste the information from the incomplete form into a new form in order to save it (this is BMC's advised "solution" to the problem). I have been working on a way to notify the user that their session will be expiring but am running into issues. I realize this is a common issue but have yet to find any useful threads that answer my question in the forums. So far I have been working with the existing client side status bar timer that is running based on the timeout settings it receives from the server upon session changes. I am showing the user a message when they have five minutes left and have given them a prompt which, through an ajax call, will reach out and touch the session on the server so that they can avoid the timeout, or if they choose they can immediately end their session. I also have it actively kicking the user off as soon as the session clock hits 00:00 and they have not chosen to extend their session. The issue I am facing occurs when users have remedy running in multiple browser tabs. The client side clocks do not stay in sync and therefore the user may choose to extend their session on one tab but the client side timer from another tab will still expire and kick them out. I attempted to use a session variable to universally track the amount of time left and reach out to it incrementally to keep all the client windows in sync however, I realized that since I am reaching out and touching the session, remedy assumes this is action committed by the user and resets the session timer thus infinity extending the users session. Regardless of my attempts summarized above, has anyone had any luck finding a method to make remedy's session expiration more user friendly? If I have missed an active thread with a solution to this please point me in that direction otherwise I would appreciate any solutions anyone can provide. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please e-mail sender. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
