Sometimes using a Load Balancer with CA ITPAM integration, Create or Update workflows fail with an error code 1010 'invalid session'

Document ID : KB000029857
Last Modified Date : 14/02/2018
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Description:

Sometimes using a Load Balancer with CA ITPAM integration, Create or Update workflows fail with an error code 1010 'invalid session'.

Error might be similar to the following:

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<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:xsd="http://www.xxx.xxx/2001/XMLSchema" xmlns:xsi="http://www.xxx.xxx/2001/XMLSchema-instance"><soapenv:Body><soapenv:Fault><faultcode>

soapenv:Client</faultcode><faultstring/><faultactor/><detail><ErrorMessage/><ErrorCode>1010</ErrorCode>

</detail></soapenv:Fault></soapenv:Body></soapenv:Envelope>
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Resolution:

The error code returned appears to be error code 1010 'invalid session'- this can happen if the sticky sessions are not setup or working as needed on the Load Balancer.

CA Service Desk will give a session from one Service Desk node and then the Load balacner will pass the next request to the other node.

This issue is coming from the Load Balancer.

Users have done the following to resolve this issue:

  • "Destination address affinity persistence" set on the Load Balancer
  •  Reduce the timeout from 30 to 5 minutes on the sticky sessions on the Load Balancer