If you click a ticket link from an SDM email notification and already have SDM open, it would be nice if it did not create a new session.
I agree -- I don't care that it opens a new browser session, but when doing this it shouldn't create a new session in the system that uses an additional analyst license.
Nothing wrong with the idea, I just want to clarify that a new session does NOT cause use of an additional license if the user is already logged on. (SDM is licensed based on concurrent (analyst or above) users, not on concurrent sessions...)
If that is true, then why does my login show twice or three times on pdm_webcache -d?
I believe that is not true. It does use another analyst license for the additional session when you click on a ticket link from an email notification -- or when you click on a ticket link that is in the excel file from exporting a list of tickets.
Tammy, I was replying to John Sorenson's reply. He is stating that is doesn't use an additional license if you are already logged in.
When I click on an email link to SDM, it prompts me to log in again. Then when I perform the pdm_webstat -d , it shows me listed a couple of times. It adds me to the concurrent user list twice. So I can only assume that it is counting me twice. No?
Hi Jennifer... Yes, I realize that -- I was saying that I think John might be wrong about what he said. I guess I should have done the reply to his comment, sorry!
I think John is correct. 'Sessions' are related to total web sessions opened / managed and load on the processes and includes non-licensed (i.e. 'Employee') logins. You can't use pdm_webstat to get license counts but 'should' be able to look at the stdlog for the updated count after each login / logout.
How do I know how many licenses are in use in CA Service Desk Manager?
I believe there is an updated version of this but couldn't find it tonight.
Opening multiple sessions is less of an issue if your web engines are configured correctly; but because so many people 'X' out of a browser rather than log out cleanly there have been issues with 'zombie' sessions not being cleaned out of the system and so the session count was unreliable and the session_log continues to grow and grow. This is why you should purge the session_log regularly. (NOTE: This is hugely improved in 14.1 by my observations).
My 1.34 cents (after taxes).
When I have some time, I'll test out the idea that clicking on ticket links in emails and reports doesn't use a second license by monitoring the license count message in the stdlog.
And I know too well about the battle to get analysts to stop closing their browser window and log out instead!
HI Stuart_ ,
This idea really improves the user experience. I think it's so sad to user relog when they already had a session.
However the another discussion don't make sense when sorjo01 already confirmed to us: when for any reason one analyst is logged more than one once on the same time he just only consume one license.
Therefore i imagine this useful idea it's not so simple to implement taking ahead the SDM frames. I'm imagining nowadays with this newly interface like xflow or USS can be possible.
Who know if we can see this funcionality on the next future.
This update just to confirm the licensing side of things that I commented on earlier, and there are several KPI's that you can enable in order to count sessions, concurrent logged in users through different channels, etc. of both licensed and unlicensed users. The license relevant KPI is named webConcurrentTotalLicenceCt (but there are many others).
This idea is being moved to the Wish-Listed stage as we are considering improvements to tracking SDM license consumption. Please note the following from our official program documentation around product usage entitlement:
Access to Service Desk Manager via multiple components, sessions, channels, and/or devices at the same time by an individual Concurrent User will only use one license.
"Concurrent User" means a software license that is based on the number of simultaneous (concurrent) users accessing the program. For the purpose of Service Desk Manager, all roles (for example: Analyst, Manager, Administrator), and programmatic API and/or web-services calls require a license during the time they are logged into the system. Customer is entitled to have the specified number of Concurrent Users access Service Desk Manager simultaneously.
The CA Software includes end-user self-service licenses, allowing for the creation, modification, and closure of a ticket on behalf of an individual user, but not on behalf of another user. End-user (or business-user) self-service licenses are not counted as Concurrent User licenses.
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