c.Support Community

I was wondering how long does it take form the system to remove an inactive licensed session (we are ruuning 7.0.1.0).

The reason I ask this is because I’m always monitoring the Licensed Sessions by Last Access Date view and deleting sessions to free up a license.

The reason are licenses get used a lot is because, when someone opens up a ticket from their email (with this type of link http://<site>/rep/Incident/Default.aspx?ID=15773) it takes up another license. So I will always see multiple people taking up two licenses. One for the application and one for the email link they just clicked on.

Thanks,

Justin

There is a bug in the Licensed Sessions by Last Access Date view and it does not filter out expired licensed sessions which has been fix in the upcoming 7.5 release.

As far as multiple licenses being consumed when incidents are opened from email.

You should ensure that the  "c.Support Application URL" setting in Global Configuration, which is used for notifications, has the same host name as the URL your reps are using to access the c.Support Desktop.

There is also a "Application Url Redirect" workaround for the following example and our support department can assist you with implementing it.

Example

Lets say your c.Support web server is named "cSupportServer" and is in the "gwi" domain.

Cookies are used to track a reps licensed session and they are tied to the host part of the address.

http://cSupportServer.gwi.com/rep and http://cSupportServer/rep resolve to the same web site but have different host names and will get separate cookies.

If you navigate to http://cSupportServer/rep and log in you will consume one licensed session.

If you then open a new window, navigate to http://cSupportServer.gwi.com/rep, and log in you will consume a second licensed session.

 Hi Justin,

Please feel free to contact or support department for more detailed information about this, but I thought I'd reply with some basic information regarding your issue.  There is an idle time out that can be defined from the Global Configuration page with c.Support Configuration, but this idle time out setting is limited based on the IIS session time out setting on your server.  It is also my understanding that multiple connections to the rep site from the same machine (MAC Address I believe) will only be counted against a single license.  If you are seeing the same support listed twice as you mentioned in your post make sure that the URL for the site is the same in the support rep's desktop sessions and in the URL that is included within the email messages they are receiving.  For example, if the rep connects to http://IP/Rep to get the desktop make sure the URL to the ticket is http://IP/Rep/Incident... If one uses the IP and the other uses the server name it would cause the issue you are describing.  The URL that is used to build the links into the emails is also defined on the Global Configuration page.

I hope this helps a bit, but again, please feel free to contact our support department directly if you would like additional information or assistance.  They can be reached from our website, via email at support@gwi.com or by phone at (360) 397-1099.

Thanks for the quick responses.

These answers solved my issue.

All of are Reps when they open the applcation are going to http://<webserver>/Rep.

The emails have http://<webserver>.xxx.xx.xxx/Rep/Incidents (its including the fully qualified domain name).

I am now going to change the link on all of are Reps computers to use the fully qualified domain name.

Thanks,

Justin