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