Random users can no longer log in to CA Service Desk Manager via Web Services and a timeout message may be received

Document ID : KB000044179
Last Modified Date : 14/02/2018
Show Technical Document Details

Symptoms:

Suddenly, a new attempt by a user to log into CA Service Desk Manager (CA SDM) via Web Services fails. 

Subsequently, it may not be possible for the same user to log in via the web browser CA SDM URL. 

Other users are able to log in to CA SDM using Web Services. 

A recycle of the CA SDM service resolves the problem for the user for a while, but the problem may occur again a few hours later. 

Different web services users may be affected when the problem occurs.

Environment: 

The problem has been seen in a CA Service Desk Manager 14.1 conventional configuration environment.

Cause:

The contact record of the affected users are configured to use OS as the validation type.

For Windows Authentication, the bopauth_nxd process is used. That process requires a 10 seconds delay if one authentication is already in progress.

Resolution:

Use PIN authentication for the Web Services users.

PIN authentication does not use bopauth_nxd.  For PIN authentication, since the PIN is stored in the database, boplgin can do the authentication. PIN authentication also uses a cache - there is no need for that method to do a select against the database on every login attempt.

Additional Information:  

For more information about configuring the Validation Type for the Access Type associated with the Contact record of the web services user, please review the subsection titled "Configure Web Authentication for an Access Type" of the "Create an Access Type" section in the documentation. 

A direct link to the section is:

https://docops.ca.com/ca-service-management/14-1/en/administering/configuring-ca-service-desk-manager/how-to-set-up-the-data-partition/create-an-access-type