"Activity timed out" using More button in Service Point with NTML SSO and integrated with Service Catalog

Products

• CA Service Management - Service Desk Manager
• CA Service Catalog

Issue/Introduction

When not logged into Service Catalog, we receive "Activity timed out" after clicking the "More..." button in Service Point which is running with NTML as SSO and is integrated with Service Catalog.

Steps to Reproduce (see step #6 for the unexpected symptoms):

1. In Service Desk Manager, click the Service Desk tab, navigate to Administration folder, Xflow, General. Set authenticationtype to BASIC. Restart the xFlow service.




2. Logout from Service Catalog.

3. From Service Point, select an offering from the results of clicking the "More..." button. The offering displays.






Select "More...". Note that the "More..." button is only available when you have Service Catalog currently running and integrated with Service Desk Manager.





In this example, the selected offering is "Add User". The result is shown below.

4. In Service Desk Manager, set Service Desk, Administration, Xflow, General, AuthenticationType=NTLM

5. Restart the xFlow service

6. From Service Point, select an offering from the results of clicking the "More..." button. The message "Activity timed out" displays; the offering does not display.

7. Log in to Service Catalog with the same user as Service Point.

8. From Service Point, select an offering from the results of clicking the "More..." button. The offering displays.

 

Cause

One possible cause is that Service Catalog is not yet configured with NTLM SSO authentication.

If Service Catalog is already configured with NTML, then this article is not applicable and the timeout situation needs to be diagnosed.

Environment

Release : 17.2

Component : SERVICE DESK MANAGER

Resolution

If Service Catalog is not yet configured with NTLM, follow these steps:

1. Navigate as follows  Administration tab, Configuration subtab, Single Sign on Authentication.



2. Set "Single Sign On Type" to "NTLM"



3. After selecting NTLM, click on Update Configuration.

4. Re-start the Service Catalog service.

Additional Information

Article Id: 141428 - xFLow Single Sign On (SSO) for 17.2

https://techdocs.broadcom.com/content/broadcom/techdocs/us/en/ca-enterprise-software/business-management/ca-service-management/17-1/integrating/integrating-ca-service-catalog/integrate-ca-single-sign-on-with-ca-service-catalog.html