CA Service Management

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  • 1.  TIP: Multiple duplicates in pdm_webstat -d for Service Desk Manager 12.7

    Posted Oct 21, 2014 12:04 AM

    Hello Everyone,

     

    Some advice which arose out of an issue where many duplicate user names were seen in the "pdm_webstat -d" output from Service Desk Manager 12.7.

     

    The pdm_webstat -d output is useful as it shows who is logged on by a web client to SDM. For example:

     

    ----

    C:\PROGRA~2\CA\SERVIC~1>pdm_webstat -d

     

    PDM_Webstat: Invoked at 10/21/2014 16:57:18

     

    =========================================

    Report from Webengine: web:local

    =========================================

    Cumulative sessions so far = 2

    Most sessions at a time    = 2

    Currently active sessions  = 2

      ServiceDesk@123.45.678.910

      Administrator@ab12::34c5:d67e:8910:9f8c%10

    ----

     

     

    But sometimes on SDM 12.7, many multiples for the same username are seen, such as a dozen or hundreds.

     

    This is resolved by two steps:

     

    1) SDM 12.7 Cumulative Patch 2 is the minimum level that contains the fixes for this.

    You need to run the Post Installation steps for patches T5U3203 (USRD 2566) and T52Y110 (USRD 2488).

    These add in extra variables.

     

    2) See Google Chrome Creates Many CA Service Desk Manager Sessions for Every Activity When Single Sign On is Used in IIS

    for a known issue with IIS redirects and Chrome. Every click in a Chrome client in this scenario is opening another user.

     

    Thanks, Kyle_R.



  • 2.  Re: TIP: Multiple duplicates in pdm_webstat -d for Service Desk Manager 12.7

    Posted Oct 21, 2014 02:44 PM

    Thanks for the tip Kyle!

    Kyle R wrote:

     

    Hello Everyone,

     

    Some advice which arose out of an issue where many duplicate user names were seen in the "pdm_webstat -d" output from Service Desk Manager 12.7.

     

    The pdm_webstat -d output is useful as it shows who is logged on by a web client to SDM. For example:

     

    ----

    C:\PROGRA~2\CA\SERVIC~1>pdm_webstat -d

     

    PDM_Webstat: Invoked at 10/21/2014 16:57:18

     

    =========================================

    Report from Webengine: web:local

    =========================================

    Cumulative sessions so far = 2

    Most sessions at a time    = 2

    Currently active sessions  = 2

      ServiceDesk@123.45.678.910

      Administrator@ab12::34c5:d67e:8910:9f8c%10

    ----

     

     

    But sometimes on SDM 12.7, many multiples for the same username are seen, such as a dozen or hundreds.

     

    This is resolved by two steps:

     

    1) SDM 12.7 Cumulative Patch 2 is the minimum level that contains the fixes for this.

    You need to run the Post Installation steps for patches T5U3203 (USRD 2566) and T52Y110 (USRD 2488).

    These add in extra variables.

     

    2) See Google Chrome Creates Many CA Service Desk Manager Sessions for Every Activity When Single Sign On is Used in IIS

    for a known issue with IIS redirects and Chrome. Every click in a Chrome client in this scenario is opening another user.

     

    Thanks, Kyle_R.



  • 3.  Re: TIP: Multiple duplicates in pdm_webstat -d for Service Desk Manager 12.7

    Posted Jan 06, 2015 09:30 AM

    Hi Kyle,

     

    Thank you for letting us know.

    I have however another doubt. Is there any way to force user to log out without stopping IIS? I would like to have the possibility to log out a user using a command.

     

    Regards,

    Pedro



  • 4.  Re: TIP: Multiple duplicates in pdm_webstat -d for Service Desk Manager 12.7

    Posted Jan 08, 2015 12:20 AM

    Hello Pedro,

     

    I don't think that there is a way to selectively kill off a user from within Service Desk Manager commands. Someone advise if they know more.

    There may be an Idea open for this (???). If you can't find one, feel free to open one and link back here.

     

    You could disable their authentication for SDM (eg inactivate in Active Directory if used, or flag Contact as Inactive in SDM), or block their IP address for a more direct indiscriminate action if you wanted to prevent their system access.

     

    Thanks, Kyle_R.



  • 5.  Re: TIP: Multiple duplicates in pdm_webstat -d for Service Desk Manager 12.7

    Posted Jan 08, 2015 12:44 AM

    There is indeed an Idea (Manually kill or end user session) already logged regarding functionality to kill webengine sessions. You might want to vote for this.

     

    Regards,

    Brian



  • 6.  Re: TIP: Multiple duplicates in pdm_webstat -d for Service Desk Manager 12.7

    Posted Jan 08, 2015 05:31 AM

    That is exactly what I need. Thank you Brian.