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AR/ITSM Seesion Timeout

Matt Gee Sep 13, 2011 3:44 AM

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Hi All,

Hoping someone can help me out here...

I recently set the following within our 2 Mid Tier settings:

Session Timeout (Minutes)* = 30

License Release Timeout ([30 - 300] Seconds)* = 60

However I am getting a lot of heat from people saying that some people are getting logged out after around 10 minutes?!

Is there a setting i am missing here? Or has anyone experienced this before?

Thanks in advance...

Matt

1. AR/ITSM Seesion Timeout

Amey Bagwe Sep 13, 2011 5:54 AM (in response to Matt Gee)

you mean even if the users are actively logged in and using remedy, they automatically get logged off after 10 mins? after making the timeout changes on config page did you clear the cache and restart the webserver? check if that helps.

-Amey.
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2. AR/ITSM Seesion Timeout

Matt Gee Sep 13, 2011 5:59 AM (in response to Amey Bagwe)

HI Amey,

Thanks for your reply...

Yes - It just kicks them out after aroudn 10-15mins...

After carrying out the changes i flushed both mid tier servers...I havent however physically restarted them though - would that be required!?
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3. AR/ITSM Seesion Timeout

Amey Bagwe Sep 13, 2011 7:07 AM (in response to Matt Gee)

Hi Matt, I am not sure if restarting the application server is necessary, but you can check what happens after recharging the web servers.
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4. AR/ITSM Seesion Timeout

Matt Gee Sep 19, 2011 7:34 AM (in response to Matt Gee)

I have also checked out the "web.xml" file within our webservers in order to see what the setting is here:

:\Program Files\Apache Software Foundation\Tomcat-5.5.17\conf




    <session-config>
        <session-timeout>30</session-timeout>
    </session-config>

So this is showing as 30minutes also!

Any other places where there could be a setting?

Thanks
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5. AR/ITSM Seesion Timeout

Laurent Matheo Sep 19, 2011 7:54 AM (in response to Matt Gee)

Load Balancer?
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6. AR/ITSM Seesion Timeout

Matt Gee Sep 19, 2011 8:04 AM (in response to Laurent Matheo)

Yep
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7. AR/ITSM Seesion Timeout

Laurent Matheo Sep 19, 2011 8:13 AM (in response to Matt Gee)

Do yo you have some values in "connection" tab in your mid-tier?
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8. AR/ITSM Seesion Timeout

Matt Gee Sep 19, 2011 8:18 AM (in response to Laurent Matheo)

Not sure i understand where you are refering too...Mid tier config?

I have noticed just now that in the Jakarta settings (via inetmgr) the session timeout is set to 20minutes...wondering if this could be the issue...
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9. AR/ITSM Seesion Timeout

Laurent Matheo Sep 19, 2011 8:25 AM (in response to Matt Gee)

I speak about those (7.6.04+):
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10. AR/ITSM Seesion Timeout

Matt Gee Sep 19, 2011 8:29 AM (in response to Laurent Matheo)

That makes sense now, i am running 7.5p3 so dont have the connection settings page...but thanks for the heads up on that as we are moving to 7.6.04 in the coming months!
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11. AR/ITSM Seesion Timeout

Laurent Matheo Sep 19, 2011 8:31 AM (in response to Matt Gee)

Ah ok
Well I'm not that good in previous version
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12. AR/ITSM Seesion Timeout

Amey Bagwe Sep 19, 2011 11:03 PM (in response to Matt Gee)

Hi Matt, i think you must have already flushed the mid tier cache and restarted the web server. Also, 1 more thing which could matter is the AR System User preference form which contains the web session timeout values. Lets check if there are some settings which are being picked up from that form.

Home Page -> AR System Administration Console -> User Preferences -> My User Preferences

-Amey.
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13. AR/ITSM Seesion Timeout

Luciano Muller Nicoletti Jul 18, 2012 10:52 AM (in response to Laurent Matheo)

Hi Laurent,

We're using Mid Tier 7.6.04 SP2 with Load Balancer and SSL, and we're facing problems to get floating licenses released when users closes the browser without clicking logout on ITSM.

We've set License Release Timeout ([30 - 300] Seconds)* = 30
but the licenses are not being released after 30 seconds.

In connection settings we've set

Do you know if there's issues with the release license feature on Load balancer / SSL environments ?
I've not found any information on BMC knowledge base.
Thanks.
Regards.
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14. AR/ITSM Seesion Timeout

Laurent Matheo Jul 18, 2012 1:52 PM (in response to Luciano Muller Nicoletti)

I don't know honnestly.
Did you check in "Ar system administration console" if the user was still connected? There is a link to see the licences per application (I don't remember the link name right now) and you can also see the people connected "live".
If the customer totally closes all the browser windows, a 2 minutes timeout should kick in at mid-tier level and tell ARS to logout this people. At least that's what I've been explained
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