Session Timeout warning message popup unexpectedly not received

Products

• CA Service Desk Manager
• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager - Mobile Application
• CA Service Desk Manager - Xtraction

Issue/Introduction

Sometimes, when a session in the web interface times out, the timeout warning popup message is not displayed.  And sometimes, the popup is displayed.

Environment

Release : 17.2 

Component : SERVICE DESK MANAGER

Reproduced in these Test environments:  SDM 17.2 RU3 on Windows 

Cause

The issue is being investigated by the engineering team under tracking ID:  DE52743

Resolution

STEPS-TO-REPRODUCE:

1. Out of the box, the Service Desk Manager web interface webengine that is active is associated with $NX_ROOT\bopcfg\www\web.cfg.

Set up web.cfg with the following values of the corresponding parameters:

  ExclLockSeconds 30
  Timeout 2
  TimeoutWarning 1

2. Open 2 local google chrome web browser windows on the SDM server named "sdmserver1", each google chrome window has 1 tab. Enter the following URL in the tab of each browser window:     http://sdmserver1:8080/CAisd/pdmweb.exe

3. (Optional) Start Fiddler trace.

4. Log into SDM with timing similar to the following:

05:47pm - log into the first session (as servicedesk user)
05:48pm - log into the second session (as servicedesk user)
05:48pm - 1st session got logged out without receiving any popup messages
05:49pm - 2nd session received the timeout warning popup

5. (Optional) Stop the fiddler trace, save the trace to a file for analysis.

The issue is fixed in 17.3.0.3.