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SDM client Messeage of restart

  • 1.  SDM client Messeage of restart

    Posted 01-15-2018 07:34 AM
      |   view attached

    Hello,

     

    We are running servicedesk manager on R14.1 cp3 , and its one user who repeatedly reported that he gets popup of services restart. We normally get the attached popup when services were restarted, but it’s not the case since the application is up and running. And as said, its only for one user we having the issue. Could you suggest me how to investigate for this user. I dont want to have the logs in details mode on production since it happens for one user and that too it happend thrice in last 2 months.


    Question: 1) Apart from system/services restart , when we can see this popup.

                     2) Is their any way to capture logs from client to investigate when it happens.

     

    Alert message: Sorry, the server has been restarted. Press OK to close all Saab CA Service Desk Manager windows and return to the login form"

    Regards,

    Sharath.M



  • 2.  Re: SDM client Messeage of restart

    Broadcom Employee
    Posted 01-15-2018 05:54 PM

    Hi Sharath,

     

    This tech doc provides possible reasons that the user may see the message when connecting to Service Desk.

     

    Hope it helps.

     

    Regards,

    Gordon.



  • 3.  Re: SDM client Messeage of restart

    Posted 01-15-2018 06:10 PM

    Hi Sharath,


    In addition to the tech doc that Gordon referenced, another possibility here may be that the user has a bookmark for the CA Service Desk Manager URL with a SessionID value included in that URL. This would also cause that error message to appear since that session ID value is no longer valid and the system will think that the webengine was restarted.

     

    Regards, 

    Mike A



  • 4.  Re: SDM client Messeage of restart

    Broadcom Employee
    Posted 01-15-2018 08:04 PM

    Here is a tec doc that outlines what Mike is referring to with regards to using a bookmark to start a Service Desk session.

     

    Regards,

    Gordon



  • 5.  Re: SDM client Messeage of restart

    Posted 01-16-2018 09:27 AM

    Hi Sharath, 

    In addition to what Mike and Gordon mentioned, the other possible cause for this is that if you are using a load balancer, and sticky-sessions (or session persistence) is turned off, what could happen is that when a user is already in service desk and then attempts to click on something, the load balancer sends that request to a different server than that session was initiated on, thus the session id is not valid, which then causes the message to be thrown.  So if you are using a hardware load balancer, please ensure that session persistence is turned on.

    Hope this helps!

    Thanks,

    Jon I.



  • 6.  Re: SDM client Messeage of restart

    Posted 01-16-2018 10:44 AM

    Thanks for your respond.

     

    I should have mentioned, even we are  in R14.1 with two application servers. we use DNS to redirect to only one application server and we dont use any load balancer.

    The other application server is used for catalog integration.

     

    So in short, the application server given to users havent have any load balancer



  • 7.  Re: SDM client Messeage of restart

    Broadcom Employee
    Posted 01-16-2018 11:46 AM

    Hello,

     

    Is it always the same user each and every time?  Can you find out how does that user access Service Desk?  Is he/she going about it in a specific way that no one else is utilising?



  • 8.  Re: SDM client Messeage of restart

    Posted 01-22-2018 10:08 AM

    David, its the same user always but its not always happening to the user. It some times once in a week or once in two weeks, but not at regular period

     

    sharath



  • 9.  Re: SDM client Messeage of restart

    Broadcom Employee
    Posted 01-22-2018 09:52 AM

    Sharath.......

     

    Is this issue still occurring after reviewing the information and suggestions provided in this post?



  • 10.  Re: SDM client Messeage of restart

    Posted 01-22-2018 10:07 AM

    Hello Paul,

     

    As said earlier, unsure when this happens to the user and its just one user so really not sure when this will happen next to her.

     

    But kept monitoring the engine restart, and i havent seen any restart nor an update from user.

     

     

    /Sharath