Re: RKM Timeouts
making either the change recommended by your vendor, or the one recommended by BMC, then you could be having the same issue we had. In that case, the problem was in fact the "fix" recommended. The solution is not to have a new Session ID created every time, but instead to clear out the Groups field if they already have a SessionID. Does that make any more sense? Cheers, Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Nowak, James Sent: Friday, January 08, 2010 12:15 PM To: arslist@ARSLIST.ORG Subject: Re: RKM Timeouts 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:arsl...@arslist.org] On Behalf Of Lyle Taylor Sent: Friday, January 08, 2010 11:35 AM 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. 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:rmisoluti...@verizon.net ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.or
Re: RKM Timeouts
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:arsl...@arslist.org] On Behalf Of Lyle Taylor Sent: Friday, January 08, 2010 11:35 AM 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. 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:rmisoluti...@verizon.net ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: RKM Timeouts
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. 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:rmisoluti..
Re: RKM Timeouts
James, One other thing that I TOTALLY forgot about. Even AFTER we applied BMC's suggestion about the 4 AL's, some users were having this issue and it was User tool specific. It ended up that for those users, all we had to do was delete the contents of the User tool Home directory with the exception of the arcmds folder. 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 Nowak, James Sent: Friday, January 08, 2010 12:30 PM To: arslist@ARSLIST.ORG Subject: Re: RKM Timeouts The users that access this and are seeing the timeouts are agents on the helpdesk so they use the User tool exclusively. I can ask then to try. If they are not seeing timeouts via the mid-tier would it be a setting change w/in User tool then? BTW, should have mentioned this before. Not everyone is seeing this issue (or they just haven't reported it). So this leads me to believe that it is possibly a client/network issue. Thanks, Jim Nowak Infrastructure Tools OfficeMax Inc. 630-864-5366 w 630-414-0193 c -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Chowdhury, Tauf Sent: Friday, January 08, 2010 11:22 AM To: arslist@ARSLIST.ORG Subject: Re: RKM Timeouts Do you have this issue when you don't use the User Tool such as accessing rkm via Incident management using mid tier? 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 Nowak, James Sent: Friday, January 08, 2010 12:17 PM To: arslist@ARSLIST.ORG Subject: Re: RKM Timeouts No. RKM is running on a Windows 2003 R2 VM. The only thing on this system is the RKM app. The DB is on dedicated SQL server. ARS is on a Sun box the mid-tier for that is on another web server also. No load balancers in this environment. Jim Nowak Infrastructure Tools OfficeMax Inc. 630-864-5366 w 630-414-0193 c -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza Sent: Friday, January 08, 2010 11:10 AM To: arslist@ARSLIST.ORG Subject: Re: RKM Timeouts Are your web servers by any chance behind a load balancer? This error is seen when the web servers are behind a load balancer, and you have not configured it for sticky IP's. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org]on Behalf Of Nowak, James Sent: Friday, January 08, 2010 11:59 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" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are" ** This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delet
Re: RKM Timeouts
It's like being a little pregnant or mostly dead. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Chowdhury, Tauf Sent: Friday, January 08, 2010 12:48 PM To: arslist@ARSLIST.ORG Subject: OT: RKM Timeouts I just looked at my post... and something I didn't catch the first time. I wonder what BMC means by "tentatively fixed in RKM 7.5" I wish I could tentatively fix things. That way, even if it's not fixed, I could say that it was tentative to begin with! 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 Chowdhury, Tauf Sent: Friday, January 08, 2010 1:14 PM 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" ** This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete
Re: RKM Timeouts
Tauf may be onto something.. However his response reminded me of something else.. I had a similar issue not too long ago with a customer and after having checked the same suggestion given by Tauf, and it failing to work even after that, I remember being given a 'patched' jar file by Remedy that I had to replace the original with, which worked for me. I do not remember the file name off hand, but its the only one related to rkm that you will find in the DV module form in an attachment field.. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org]on Behalf Of Chowdhury, Tauf Sent: Friday, January 08, 2010 1:14 PM 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"
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. 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:rmisoluti...@verizon.net ARSlist: "Where the Answers Are" ** This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
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. 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:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: RKM Timeouts
The users that access this and are seeing the timeouts are agents on the helpdesk so they use the User tool exclusively. I can ask then to try. If they are not seeing timeouts via the mid-tier would it be a setting change w/in User tool then? BTW, should have mentioned this before. Not everyone is seeing this issue (or they just haven't reported it). So this leads me to believe that it is possibly a client/network issue. Thanks, Jim Nowak Infrastructure Tools OfficeMax Inc. 630-864-5366 w 630-414-0193 c -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Chowdhury, Tauf Sent: Friday, January 08, 2010 11:22 AM To: arslist@ARSLIST.ORG Subject: Re: RKM Timeouts Do you have this issue when you don't use the User Tool such as accessing rkm via Incident management using mid tier? 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 Nowak, James Sent: Friday, January 08, 2010 12:17 PM To: arslist@ARSLIST.ORG Subject: Re: RKM Timeouts No. RKM is running on a Windows 2003 R2 VM. The only thing on this system is the RKM app. The DB is on dedicated SQL server. ARS is on a Sun box the mid-tier for that is on another web server also. No load balancers in this environment. Jim Nowak Infrastructure Tools OfficeMax Inc. 630-864-5366 w 630-414-0193 c -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza Sent: Friday, January 08, 2010 11:10 AM To: arslist@ARSLIST.ORG Subject: Re: RKM Timeouts Are your web servers by any chance behind a load balancer? This error is seen when the web servers are behind a load balancer, and you have not configured it for sticky IP's. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org]on Behalf Of Nowak, James Sent: Friday, January 08, 2010 11:59 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" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are" ** This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: RKM Timeouts
Do you have this issue when you don't use the User Tool such as accessing rkm via Incident management using mid tier? 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 Nowak, James Sent: Friday, January 08, 2010 12:17 PM To: arslist@ARSLIST.ORG Subject: Re: RKM Timeouts No. RKM is running on a Windows 2003 R2 VM. The only thing on this system is the RKM app. The DB is on dedicated SQL server. ARS is on a Sun box the mid-tier for that is on another web server also. No load balancers in this environment. Jim Nowak Infrastructure Tools OfficeMax Inc. 630-864-5366 w 630-414-0193 c -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza Sent: Friday, January 08, 2010 11:10 AM To: arslist@ARSLIST.ORG Subject: Re: RKM Timeouts Are your web servers by any chance behind a load balancer? This error is seen when the web servers are behind a load balancer, and you have not configured it for sticky IP's. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org]on Behalf Of Nowak, James Sent: Friday, January 08, 2010 11:59 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" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are" ** This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: RKM Timeouts
No. RKM is running on a Windows 2003 R2 VM. The only thing on this system is the RKM app. The DB is on dedicated SQL server. ARS is on a Sun box the mid-tier for that is on another web server also. No load balancers in this environment. Jim Nowak Infrastructure Tools OfficeMax Inc. 630-864-5366 w 630-414-0193 c -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza Sent: Friday, January 08, 2010 11:10 AM To: arslist@ARSLIST.ORG Subject: Re: RKM Timeouts Are your web servers by any chance behind a load balancer? This error is seen when the web servers are behind a load balancer, and you have not configured it for sticky IP's. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org]on Behalf Of Nowak, James Sent: Friday, January 08, 2010 11:59 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" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: RKM Timeouts
Are your web servers by any chance behind a load balancer? This error is seen when the web servers are behind a load balancer, and you have not configured it for sticky IP's. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org]on Behalf Of Nowak, James Sent: Friday, January 08, 2010 11:59 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"
