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IP 2017 Siebel Timeout while accessing OBI Window through Siebel Application (Doc ID 2519936.1)

Last updated on OCTOBER 24, 2019

Applies to:

Siebel CRM - Version 18.8 and later
Information in this document applies to any platform.

Symptoms

On : 18.8 version,

When OBI was accessed through window in Siebel, the application (Siebel) will timeout (it seems like Siebel thinks there is no user input).
Usually this takes around 30 mins for this to happen (per our timeout set by SMC).

Even after the following values were set, Siebel timeout was still happening in 18.8 and 18.9 versions.

For AI Profile settings, Login to SMC.
Navigate to Profiles --> Application Interface.
Select the active AI Profile.
Expand the "Authentication" section below.

Look for the fields whose headings read "Method to Check Server Availability" and "Command to Check Server Availability".
The values might be set to "HeartBeat" and "UpdatePrefMsg" respectively.
Set these values to blank.

Further, in the same AI Profile, move on to the next tab and select (say) callcenter (enu) Application.
For that Application, expand "Enhanced Authentication" and set the values of "Method to Check Server Availability" and "Command to Check Server Availability" to blank.

Submit the changes, restart Siebel Server and it should take effect.


BUSINESS IMPACT
-----------------------
The issue has the following business impact: The report generation couldn't be completed as Siebel timeout occurs before the job is complete.
Due to this issue, users cannot complete report generation.

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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