Trying to reclassify a ticket results in a session ID error
Last Updated December 12, 2009
When trying to reclassify a ServiceDesk ticket, this fails with a session ID error similar to the following:
The session id <ID> is not valid or the session has timed out.
Process Manager is logged in with the "localhost" address. The link during a reclassify process tries to open the task on the registered address of the ServiceDesk system.
When ServiceDesk is installed, what ever the full path to the ServiceDesk server is used for this, including HTTP and HTTPS information. When ServiceDesk goes from localost to the server name or IP address, it is no longer the same session and must create a new session. This is accomplished by logging into Process Manager again. The sessions do not move from localhost to the server name/IP address session. IIS treats this change as different sessions.
Note: This configuration will likely result in other issues in ServiceDesk, not just for the reclassify feature.
To avoid session "switching" as the Cause discusses, always open up ServiceDesk (Process Manager) with the actual Server Name, FQDN, or real IP address of the server.
Imported Document ID: TECH45900
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