Xtraction Session Timesout even before the session timeout value set.

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Article ID: 185718

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Updated On:

Products

CA Service Desk Manager SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service KNOWLEDGE TOOLS CA Service Desk Manager CA Service Desk Manager - Xtraction

Issue/Introduction

While using IE,Session is timing out even before the session timeout time, that has been set.Where as it works fine in other browsers.

Cause

Ivanti team suspects it to be browser issue observed in older versions of Xtraction.

Environment

Release : 17.2 

Component : SERVICE DESK MANAGER

Xtraction: 2017

Resolution

This appears to be the issue which Support has seen to occur on older versions of Xtraction. 

It is recommend to first try the steps in this KB:
https://forums.ivanti.com/s/article/Xtraction-users-get-unexpectly-and-randomly-logged-out

If this does not remedy the issue, the Customer will either need to utilize a browser other than IE (Chrome or Firefox), 
OR they will need to upgrade to at least Xtraction 2019.1, as this issue no longer occurs in that version.