CA Service Desk Manager (CA SDM) Web Services sessions configured with Load balancer are forwarded to a different CA SDM server even though sticky sessions are configured

Document ID : KB000056718
Last Modified Date : 14/02/2018
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Two dedicated CA SDM Application Servers used only for Web Services. These are configured under a 3rd party load balancer - this is to achieve both load balancing and high availability of Web Services.

Here we have a problematic situation. For example: An external application contacts the load balancer and is redirected to any one of the CA SDM Application Servers. In this case, the SID from the Login method from one CA SDM server is returned. When this SID is used, sometimes the load balancer may forward the request to the second CA SDM server where the SID is not valid. The SID generated is server specific. Sticky session are already configured in the load balancer.

Suggestion to Resolve:

Match the load balancer timeout and the CA SDM Web Services timeout. 

For example, in the case that the load balancer timeout is set to 3 minutes and the CA SDM is set to 60 minutes, change the load balancer timeout to 60 minutes.