Google Chrome Creates Many CA Service Desk Manager Sessions for Every Activity When Single Sign On is Used in IIS

Document ID : KB000020122
Last Modified Date : 14/02/2018
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Symptoms: 

Using Google Chrome, clicking on any links or bringing up popups for detail pages results in many sessions created.

This happens specifically when IIS is the Web Server and Single Sign On is used (regardless of how that is done).

pdm_webstat -d can be used to see the sessions as shown in Figure 1.

 

Figure 1:
Figure 1

 

Environment:  

CA Service Desk Manager 12.x, 14.1

Conventional or Advanced Availability architecture

 

Cause: 

It is believed the cause of the problem is that Google Chrome always requests favicon.ico from every web server to see if there is an icon associated with the web site.

This behavior seems to be a problem when Service Desk is running on IIS using Single Sign On and an HTTP redirect.

This is reported as a defect in Chrome. for information om whether or not it has been fixed, check the link below:

https://code.google.com/p/chromium/issues/detail?id=39402

 

Workaround:

In IIS, validate whether you are using the IIS feature "HTTP Redirect", as shown in Figure 2.

Figure 2:
Figure 2

If this is enabled, disable it by deselecting the check box: "Redirect requests to this destination" as shown in Figure 3.

Figure 3:
Figure 3

Login to Service Desk using Google Chrome as the web browser and ensure the output of pdm_webstat -d does not show new sessions for that user every time they perform an activity.

An alternative to use HTTP Redirect would be to take the following steps:

  1. Create a new "iisstart.htm" file that contains:
    "<meta http-equiv="Refresh" content="0; url=https://server.company.com/CAisd/pdmweb.exe">"
    before the closing </head> HTML tag.
  2. Configure the website use to iisstart.htm as it's only 'Default Document'