JasperSoft users getting - Unable to process request - your session timed out at XX/XX/XXXX XX:XX after XX minutes of inactivity when running reports

Products

• CA Service Desk Manager

Issue/Introduction

Some of our JasperSoft users are getting this message when attempting to run a report:

Unable to process request - your session timed out at 09/29/2020 05:00 am after 60 minutes of inactivity when running reports

Other users, can run the reports just fine. 

Environment

Release : 17.X

Component : JASPERSOFT REPORTS FOR SERVICE MANAGEMENT

Cause

What happens is that many users do not log out of Jasper's page when they finish their activities, they just close the browser window, causing their sessions to get stuck and when trying to connect again they receive the error.

Unable to process request - your session timed out at XX/XX/XXXX XX:XX after XX minutes of inactivity when running reports

Resolution

In this case you have two options:

1. Request that every user when terminating their activities in JasperSoft terminate the program via the logout button.
2. You can change this time by following the link: Configuring the User Session Timeout

If you choose option 2 take this information into consideration:

If you disable the timeout then the sessions will persist until destroyed/closed.
This means you'll have to have mechanism that triggers this. 
This can be a logout button but not all users click logout button when they finish work and just close the window instead.