When using Embedded Entitlements Manager to handle the authentication for CA Service Desk Manager, logins to CA Service Desk Manager are timing out or taking a long time.

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
• CA Service Desk Manager
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

Description:

This document explains an important setting to configure in EEM to prevent login stalls in CA Service Desk Manager

Solution:

Some LDAP searches may take a long time in LDAP. EEM does not timeout these searches and continues to wait.
This is fine for EEM as it is multi-threaded. However, the Service Desk "boplgin" process is not.
If there is a problem search in LDAP, all users logging into Service Desk after that user will get delayed.

Embedded Entitlement Manager r12 now includes a feature to timeout long running LDAP searches.
This feature was not available in prior releases.

Open the EEM Admin UI as shown in Figure 1.

Figure 1:

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After logging in, navigate to "Configure" > "User Store" > "User Store" and open the Directory server details as shown below in Figure 2.

Figure 2:

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Open the "Advanced Configuration" as shown in Figure 3.

Figure 3:

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Change the settings for Connection Timeout and Request Timeout as appropriate, for example as shown in Figure 4.

Figure 4:

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After making these settings, EEM will timeout any long running LDAP searches or authentication requests which should prevent any stalls when logging into Service Desk.

This time is in seconds, so please caution so as not to set these values too low as this may also cause issues.

Validate whether there is a file called "eiam.config" under the Service Desk\pdmconf\ folder. If you do not see this file, please contact Support.

Create an environment variable called: EIAMCONFIG

on the Service Desk server running: "boplgin"/User Validation

Windows:

EIAMCONFIG ( value is C:\Program Files\CA\Service Desk\pdmconf\eiam.config if $NX_ROOT=C:\Program Files\CA\Service Desk) via

My Computer -> Properties -> Advanced -> Environment Variables -> System Variable

Unix and Linux:

Create an environment variable called EIAMCONFIG in the appropriate profile script so that the environment variable is in the environment of the user that starts and stops the CA Service Desk Manager service:

 NX_ROOT=/opt/CAisd       
 export NX_ROOT 
 EIAMCONFIG=$NX_ROOT/pdmconf/eiam.config
 export EIAMCONFIG

On a Windows environment, you will need to reboot the server.

Edit Service Desk\pdmconf\eiam.config and look for this section:

 <!--Socket timeout in milli seconds. Default value is 2 mins -->
 <Network sockettimeout = "120000" retrycount="2"/> 

Change the timeout to be 5000 milliseconds:

 <!--Socket timeout in milli seconds. Default value is 2 mins -->
 <Network sockettimeout = "5000" retrycount="2"/> 

Start the Service Desk Manager service.

This will timeout any requests client side sent to EEM that take longer than 5 seconds.

If the issue still happens after this, please see TEC595294 for a list of steps to help Support debug your issue.

Environment

Release:
Component: ARGIS