How to modify (extend or reduce) the CA Service Desk Manager (CA SDM) web session timeout?
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How to modify (extend or reduce) the CA Service Desk Manager (CA SDM) web session timeout?


Article ID: 11271


Updated On:


CA Service Management - Service Desk Manager


How to modify (extend or reduce) the Service Desk Manager (SDM) web session timeout


Service Desk Manager 14.x and 17.x

All Supported Operating Systems


By default, the SDM apllication has one (1) hour as the session timeout value.

The session timeout for SDM is defined within the WEB.CFG file (NX_ROOT\BOPCFG\WWW).

The parameter reads as follows:

# Timeout specifies the maximum number of minutes a user's session can be 
# inactive before it is canceled and all resources released. After this 
# period has elapsed, the user must start a new session by logging in again. 
! Timeout 60

To modify this value, first remove the '!' so the line reads as follows:

Timeout 60

Second, modify the value to the desired value (in minutes).  For example, if you would like to reduce the timeout by half an hour, the setting would be as follows:

Timeout 30

Additional Information

1.  Once the above changes have been made, you will need to recycle the SDM services for the changes to take effect.

2.  For Conventional Configuration, if you have secondary servers in the SDM environment, you will need to change the values within the NX_ROOT\BOPCFG\<hostname>WEB1.cfg file on the SDM secondary server(s).  For Advanced Availability, you need to apply the chage in WEB.cfg in all the server where the file exists.

3.  To avoid losing changes during a pdm_configure, ensure that the same changes are made to the WEB.CFG.TPL file located in the NX_ROOT\BOPCFG\WWW directory on the SDM server(s)

4.  We strongly advise to consider the ramifications of setting the Timeout value, particularly when a longer value is being considered.  Record locks and performance degradation may occur if a given session has been allowed to remain active for an extended period. 

The information in this article has been included in our product documentation