ServiceDesk

 We are having problems when opening up existing incidents in ServiceDesk.  The error is: 

License check failed for this request. Either you do not have permission to access this content or your license usage has exceeded the available number of licenses.

We only get this error after you have just logged into the system, and go to open an existing request.  Or, if you have been logged in, but not opened an existing incident in over 10 minutes or so.  It happens about 80% of the time on the first existing incident you try to open.  I know it is not a true license error, as we are not in production yet, and I have had it happen when nobody is even in the system.  We currently show 17 active licenses for SD.  Any ideas on what might be causing this?  Again, this only happens the first time, or after a period of inactivity.  You can close the error window and go right back into the incident.  It never happens again, until you logoff the system, or don't use it for 10 minutes.  The error message that shows up in the logs everytime someone gets this error is:

Application Name : ProcessManager

Process ID : 1104

Date :9/5/2013 2:15:59 PM

Log Level :Error

Log Category :ProcessUserHeartBeatService

Machine Name : SGITMS2

Message :

[global] Error when posting the heartbeat

[global] Client Host Information:

[global] IP: 10.2.12.64

[global] HostName: 10.2.12.64

[global] Browser: Mozilla/4.0 (compatible; MSIE 7.0; Windows NT 6.1; WOW64; Trident/4.0; SLCC2; .NET CLR 2.0.50727; .NET CLR 3.5.30729; .NET CLR 3.0.30729; Media Center PC 6.0; InfoPath.3; .NET4.0C; .NET4.0E)

[global] -- error.ToString() --

[global] System.Web.Services.Protocols.SoapException: Verify Session ID failed

[global]    at LogicBase.Ensemble.Userman.Userman.VerifySession(String sessionID, String[] permissions)

[global]    at LogicBase.Ensemble.Reports.ProcessUserHeartBeatService.PostUserHeartBeat(String sessionID, String userID, String ipAddress, String processID, String originator, String description)

We have one user who has the same problems. It is always the same user and we do have sufficient licences.

Kind regards

Koen

What version? There is a known issue in some 7.1 versions that would halt most of the ServiceDesk functionality and throw a lot of this kind of errors, because Session ID verification failure can affect getting permissions for user.

Is there anything out of the ordinary (default) configuration on IIS?

Does this happen to all users or only some? If it happens to some users, flushing the session data on ServiceDesk might be a good idea.

Hey Toomas,

we run SD 7.1 MP1 and as far as I know only one user has this problem. I am not aware of any special configurations of IIS, would this not affect more users?

How do I flush the session data on Service Desk? Can this be useful if you have only one affected user?

Thanks for the answers

Koen

Process Manager sessions are stored as files in this directory:
%ProgramFiles%\Symantec\Workflow\Data\ProcessManagerFileStorage\processmanagerfilestorage-lbme.processmanagersessions

I am not sure if the file names give you any indication about the user it is for. There is user E-mail Address / ID in the file contents. It is slightly annoying to read but you could be able to do a search on the content of the files.