Google Chrome creates many Service Desk sessions for every activity

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Article ID: 20122

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Updated On:

Products

CA IT Asset Manager CA Software Asset Manager (CA SAM) ASSET PORTFOLIO MGMT- SERVER SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service KNOWLEDGE TOOLS CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager

Issue/Introduction

Using Google Chrome, clicking on any links or bringing up popups for detail pages results in many sessions created.

This happens specifically when IIS is the Web Server and Single Sign On is used (regardless of how that is done).

pdm_webstat -d can be used to see the sessions as shown in Figure 1.

Figure 1:

Cause

It is believed the cause of the problem is that Google Chrome always requests favicon.ico from every webserver to see if there is an icon associated with the web site.

This behavior seems to be a problem when Service Desk is running on IIS using Single Sign-On and an HTTP redirect.

This is reported as a defect in Chrome. for information om whether or not it has been fixed, check the link below:

https://code.google.com/p/chromium/issues/detail?id=39402

Environment

Clarity Service Management 17.2
Clarity Service Management 17.1

Conventional or Advanced Availability architecture.

Resolution

In IIS, validate whether you are using the IIS feature "HTTP Redirect", as shown in Figure 2.

Figure 2:

If this is enabled, disable it by deselecting the check box: "Redirect requests to this destination" as shown in Figure 3.

Figure 3:

Login to Service Desk using Google Chrome as the web browser and ensure the output of pdm_webstat -d does not show new sessions for that user every time they perform an activity.

An alternative to use HTTP Redirect would be to take the following steps:

(1) Create a new "iisstart.htm" file that contains:

"<meta http-equiv="Refresh" content="0; url=https://server.company.com/CAisd/pdmweb.exe">" before the closing </head> HTML tag.

(2) Configure the website use to iisstart.htm as it's only 'Default Document'

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