In my organization we are using CA Servicedesk Manager 12.6 . when Iam logging out session it is taking too much time to logout. Please suggest me where can i change values or any procedure to logout session immediately.
We'd need to know more about this. Here's some ideas/questions for troubleshooting - in no particular order.
1. Is logout slow for a user, some users or all users?
If only some, then how are the groups different?
(Browser, location, activity, access rights, SSO etc.)
2. Is login quick compared to logout?
3. How long is "long?" 5 seconds? 5 minutes?
4. Was it always slow to logout?If not, when was the change? Was it a slow deterioration or sudden?
5. How is the authentication done?SSO? Ldap? Active Directory? PIN?
Are there URL redirects at login?
Is there a load balancer (hard or soft) involved?
6. Have tables got huge? This is an old version - no longer supported. Perhaps tables like session_log and not_log_header have blown out? Also Activity Log and ticket tables are probably large. It may simply be a sizing issue. What was good years ago at setup is no longer appropriate.
7. What do the logs say? What happens at logout? Do you see queries with "milliseconds" processing when the logout is done? Is the log filled with ERROR messages or contain SEVERE_ERROR or FATAL messages?
8. You could put on Fiddler and see what happens at the time of logout. Maybe there will be some messages you can work on, such as HTTP error codes which indicate a timeout.
9. Is anything else slow, or is it only logout?
10. Start with general troubleshooting. Also see the "Checklist" link at the bottom of this page:
How may we identify performance issues in Service Desk and what type of data is helpful to Support to resolve these issu…
My first guess - without knowing any of the specific details - is that given the version age, the implementation has simply fallen victim to time, and accumulated issues like barnacles. The session_log table is probably huge, and can be typically just truncated as very few SDM sites report against it. The system will be trying to write login and logout times there.
If you plan on continuing using the system, then I strongly recommend that you upgrade to a current supported release.
Not only does that then open up CA Support for assistance, but technology has moved on and there are security updates in all of the related components which a site should be running.
It might be the performance problem to access the database. SDM accesses the physical database via dbagent. The default max number of the dbagent is 6, and please try to set 10 or higher with the following parameter in the NX.env.
After save it, it is necessary to recycle the SDM service.
Best regards, Kosei
CA SDM 12.6 has been out of support for some time now.
Do you have any current plans to upgrade to a CA SDM supported release (14.1 or 17.0)?
As Paul_Coccimiglio mentioned, SDM 12.6 is no longer supported. We highly recommend upgrading to the latest version of the product which is R17.0. That said, when you hit the logout link, do you get an error or any box on the screen? I recall an older issue where if you had the webreports options installed but if BOXI was not configured properly and completely, it would try to log out of it when you logged out of SDM and it would throw a blue/greenish box on the screen saying it was logging out of the reporting server but it would take a long time or sometimes never complete. Another thing I thought of is whether you are possibly using a logout address different than the default - if so, it could be taking time to load that logout URL.
Hope this helps.
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