We are having problems when opening up existing incidents in ServiceDesk. The error is:
License check failed for this request. Either you do not have permission to access this content or your license usage has exceeded the available number of licenses.
We only get this error after you have just logged into the system, and go to open an existing request. Or, if you have been logged in, but not opened an existing incident in over 10 minutes or so. It happens about 80% of the time on the first existing incident you try to open. I know it is not a true license error, as we are not in production yet, and I have had it happen when nobody is even in the system. We currently show 17 active licenses for SD. Any ideas on what might be causing this? Again, this only happens the first time, or after a period of inactivity. You can close the error window and go right back into the incident. It never happens again, until you logoff the system, or don't use it for 10 minutes. The error message that shows up in the logs everytime someone gets this error is:
Application Name : ProcessManager
Process ID : 1104
Date :9/5/2013 2:15:59 PM
Log Level :Error
Log Category :ProcessUserHeartBeatService
Machine Name : SGITMS2
Message :
[global] Error when posting the heartbeat
[global] Client Host Information:
[global] IP: 10.2.12.64
[global] HostName: 10.2.12.64
[global] Browser: Mozilla/4.0 (compatible; MSIE 7.0; Windows NT 6.1; WOW64; Trident/4.0; SLCC2; .NET CLR 2.0.50727; .NET CLR 3.5.30729; .NET CLR 3.0.30729; Media Center PC 6.0; InfoPath.3; .NET4.0C; .NET4.0E)
[global] -- error.ToString() --
[global] System.Web.Services.Protocols.SoapException: Verify Session ID failed
[global] at LogicBase.Ensemble.Userman.Userman.VerifySession(String sessionID, String[] permissions)
[global] at LogicBase.Ensemble.Reports.ProcessUserHeartBeatService.PostUserHeartBeat(String sessionID, String userID, String ipAddress, String processID, String originator, String description)