I'm having a truly strange problem with an ICD 7.6.1.1 implementation. *Some* IE 11 sessions have problems when a user clicks the double-greater-than next to the "Reported By" or "Affected Person" fields when creating a new Service Request or Incident (and occasionally even when they just click the "New Service Request" or "New Incident" button at the top of the page). These are the default applications, with no customizations. For these users, they are immediately thrown back to the login form once they click the double-greater-than. The same users are not affected if they use Firefox or Chrome. I say "users", but this appears to be computer-specific because I can log in as maxadmin from my laptop and see the problem every time, but one of my teammates has no problem logging in from his laptop as maxadmin. I experience the problem on my laptop no matter who I log in as when using IE 11; he has no problems from his laptop when using IE 11 and logging in as any user. Neither of us experience the problem when using Chrome or Firefox. Another teammate experiences the problem when using LoadRunner to (try to) record some automated tests. That teammate does NOT see the problem when using IE 11 manually.

Some observations:
- Wily Introscope is installed on all of the JVMs that exhibit this problem. (Yes, I will ask the customer to try uninstalling it on one of the JVMs so we can test the theory that this is causing the problem. Or I'll ask them to install it on one of the DEV JVMs that isn't exhibiting the problem to see if the problem then appears.)
- ICD 7.6.1.1 running on RHEL 7. This is true for all four environments, but it's only the QA and PROD environments that show the problem.
- QA and PROD are slightly unique in that they are each comprised of 4 clustered JVMs, with two JVMs running on each host VM. DEV has two clustered JVMs running on a single host VM.

Has anyone out there experienced anything similar?

------------------------------
Frank Tate
Gulfsoft Consulting
------------------------------

#Maximo
#AssetandFacilitiesManagement

Well, it was easier than I thought to unconfigure the Wily Introscope agent to test - you just have to remove some JVM arguments. And the test proves that it is definitely the CA Wily Introscope agent causing the problem. On all three JVMs I tested, when I unconfigured the agent and restarted the JVM, the problem no longer occurred. I'm going to recommend that the customer open tickets with both IBM and CA, and hopefully I'll be back with an update at some point.

One note: on one out of the three JVMs, after I re-configured the Introscope agent and stop/started the JVM, the problem did NOT re-occur. So there's definitely something strange going on.

------------------------------
Frank Tate
Gulfsoft Consulting
------------------------------

Original Message:
Sent: Sun March 29, 2020 12:42 PM
From: Frank Tate
Subject: Maximo (ICD 7.6.1.1) forces logout/reauthentication for some IE 11 users

I'm having a truly strange problem with an ICD 7.6.1.1 implementation. *Some* IE 11 sessions have problems when a user clicks the double-greater-than next to the "Reported By" or "Affected Person" fields when creating a new Service Request or Incident (and occasionally even when they just click the "New Service Request" or "New Incident" button at the top of the page). These are the default applications, with no customizations. For these users, they are immediately thrown back to the login form once they click the double-greater-than. The same users are not affected if they use Firefox or Chrome. I say "users", but this appears to be computer-specific because I can log in as maxadmin from my laptop and see the problem every time, but one of my teammates has no problem logging in from his laptop as maxadmin. I experience the problem on my laptop no matter who I log in as when using IE 11; he has no problems from his laptop when using IE 11 and logging in as any user. Neither of us experience the problem when using Chrome or Firefox. Another teammate experiences the problem when using LoadRunner to (try to) record some automated tests. That teammate does NOT see the problem when using IE 11 manually.

Some observations:
- Wily Introscope is installed on all of the JVMs that exhibit this problem. (Yes, I will ask the customer to try uninstalling it on one of the JVMs so we can test the theory that this is causing the problem. Or I'll ask them to install it on one of the DEV JVMs that isn't exhibiting the problem to see if the problem then appears.)
- ICD 7.6.1.1 running on RHEL 7. This is true for all four environments, but it's only the QA and PROD environments that show the problem.
- QA and PROD are slightly unique in that they are each comprised of 4 clustered JVMs, with two JVMs running on each host VM. DEV has two clustered JVMs running on a single host VM.

Has anyone out there experienced anything similar?

------------------------------
Frank Tate
Gulfsoft Consulting
------------------------------

#AssetandFacilitiesManagement
#Maximo