No communications goes back to BMC to allow TI to function.  I’m sure that by “backend” he was referring to the application server as opposed to your browser.

Oddly my colleague and I both experienced something similar in two demos from different servers.  If he used the term “widespread”, I keep an eye open for a hotfix.

Joe Packard

Principal Software Consultant

http://www.footprintsservicedesk.com

http://www.trackit.com

Direct

1(703) 615-1333

Joe_Packard@bmc.com<mailto:Joe_Packard@bmc.com>

MC Software<http://www.bmc.com/>

Hey Bill, I am very sorry you are experiencing this issue. We have a system in place where Track-It! checks our website to see if there are any important product notifications that need to go out to Track-It! customers and then displays those notifications upon login. We rarely use the notification system and reserve it for special news or special circumstances that all customers need to know about. It is an anonymous call to one of our servers and our server sends back any messages that are in the queue to be displayed for you. Turns out one of those servers is having an issue at the moment and it is causing the API call to process extremely slowly and then time out for some of our customers who happen to hit that specific server when the API call comes in.

We have our IT team working on it and it should be resolved very soon. I am very sorry you are experiencing this issue. Let us know if you have any other questions.

It seems the issue was resolved just shortly after my post above so everything should be working normally now.

If you continue to see issues, please reach out to our support team for assistance.

You are very welcome and sorry again you experienced that. We are investigating the circumstances behind it and will be improving the feature for sure.

good morning! we're still having this issue, with continuous timeouts. I'm still configuring our system for rollout, however even doing basic admin is a pain as i get timeouts every few minutes - even when not idle.

my conversations with the support tech said this is a defect and would be fixed in the next update. is this the same issue you were having?

This issue above does not seem to be what you are experiencing. The issue above was a problem with the Login process timing out. Sounds like you are experiencing the Technicians current sessions getting timed out while using the product. Is that correct?

you're correct Chris, the tech's current sessions are timing out when using the product.

Have you reached out to tech support for assistance with this?

yes, told it was a default that would be fixed in the next release.

*defect*, not default

Just to clarify, Track-It! uses the IIS timeout to time out inactive users. If you want to extend it, there is a kbase article for doing that in IIS. If you are seeing users kicked out while working, that is a different issue which some customers are experiencing and we are still working on identifying and resolving it. If this is the issue you have, we likely need support to work with you to get more logs and information from your system.

I had a similar issue with a customer and their issue was resolved when it was determined that the database server and application were in two different timezones. The application has a keep alive function so when it would check and have time confusion.  Making sure the timezones matched fixed the issue.  We had already done the IIS timeout change, which did not fix the issue.

I can say we set the setting today for IIS and in Edge browser it times out in 20 minutes.  No change.    I was pointed towards an old article to make the change in IIS or the web.config in one section.  I have a open ticket for this issue as it's annoying a lot of our technicians on time out.   If this is a Defect why is support not knowing about it?  Could have saved me a lot of time..