Accessing instance URL always redirect to session_timeout.do


Description

Symptoms

Accessing instance URL always redirect to https://instancename.service-now.com/session_timeout.do with the error message 

"You are not logged in, or your session has expired. Redirecting to the login page"

Release

All versions

Cause

From the node logs following the transactions 

2019-05-09 20:22:47 (395) http-23 SYSTEM New transaction 2D09F446DB993380949480F33996190A #443820 /navpage.do
2019-05-09 20:22:47 (404) Default-thread-15 2D09F446DB993380949480F33996190A txid=2509f446db99 #443820 /navpage.do Parameters -------------------------
2019-05-09 20:22:47 (405) Default-thread-15 2D09F446DB993380949480F33996190A txid=2509f446db99 *** Start #443820 /navpage.do, user: guest
2019-05-09 20:22:47 (406) Default-thread-15 2D09F446DB993380949480F33996190A txid=2509f446db99 *** End #443820 /navpage.do, user: guest, total time: 0:00:00.011, processing time: 0:00:00.011, SQL time: 0:00:00.004 (count: 6)
2019-05-09 20:22:47 (636) http-37 New transaction 2D09F446DB993380949480F33996190A #443821 /sp/
2019-05-09 20:22:47 (645) Default-thread-13 2D09F446DB993380949480F33996190A txid=b9093846db99 #443821 /sp/ Parameters -------------------------
id=login
2019-05-09 20:22:47 (646) Default-thread-13 2D09F446DB993380949480F33996190A txid=b9093846db99 *** End #443821 /sp/, user: guest, total time: 0:00:00.000, processing time: 0:00:00.000, SQL time: 0:00:00.001 (count: 3)
2019-05-09 20:22:47 (875) http-19 New transaction 2D09F446DB993380949480F33996190A #443822 /session_timeout.do
2019-05-09 20:22:47 (881) Default-thread-8 2D09F446DB993380949480F33996190A txid=b5093446db99 #443822 /session_timeout.do Parameters --------------



Scenario 1

Check $sp is a public page from (https://firstinstance_name.service-now.com/sys_public_list.do)

Scenario 2

System is trying redirect to /sp but it is not finding a page so it redirects to /session_timeout.do 

glide.entry.page.script system property has value "new SPEntryPage().getLoginURL()" . Script include 'SPEntryPage' by default it has URL suffix '/sp/'  

From the Instance Service Portals check if there are any portal page mapped with URL Suffix "sp". ( https://instance.service-now.com/sp_portal_list.do)

If you don't find a mapping it will redirect to /session_timeout.do 

 

Resolution

 

Modify the Script include 'SPEntryPage' URL suffix to the value mentioned in the Service Portals. ( https://instance.service-now.com/sp_portal_list.do )