ERROR Alias for session was not indexed

Products

• CA Service Management - Service Desk Manager
• ServiceDesk
• CA Service Desk Manager

Issue/Introduction

In stdlog I am frequently seeing errors like this:

ERROR        session.c            10369 Alias ######### for Session XXXXXXXXXXXXXXX-##########:0xb3067c0 was not indexed  (occurs 1991 times)

What might be causing this error?

Environment

Service Desk Manager v17.3 and up

Resolution

This type of message frequently happens when a user has abandoned their SDM session without properly logging out, or the session timed out. Searching the stdlogs for messages containing "Session ... ended without logout" and "Session ... timed out" will reveal the userids of users who are not always properly logging out allowing follow up to let these users know they should logout before closing the browser.

As a best practice it is highly recommended for end users to logout from the SDM UI properly and that any web services session are closed properly in order to avoid this error. (Web Services for CA SDM - Best Practices and Recommendations)