Accessing MSIM status report causing Session timeouts when the property "glide.authenticate.limit.concurrent.interactive.sessions" is set to true - Known Error

Accessing MSIM status report causing Session timeouts when the property "glide.authenticate.limit.concurrent.interactive.sessions" is set to true Description When a customer attempts to access the MSIM Workspace Status Report, the session expires, causing the logged-in user to be automatically logged out.

Steps to Reproduce

1. Navigate to All > MSIM Workspace 2. Open any MSI ticket and click on 'Status Reports' tab 3. Click on the Report Name for the report visible and click on the 'preview' button in the new page opened 4. Error displayed with message saying that, "Session Expired(401)"

Workaround When the following system properties are configured, the ServiceNow platform enforces a limit of two concurrent interactive sessions per logged-in user. The MSIM Workspace Status Report feature relies on PAR Dashboard APIs to capture visualization screenshots. This process is handled by an external server that generates multiple sessions to capture screenshots, leading to session overages.

By default, the system attempts to capture 14 screenshots in parallel, resulting in approximately 15 active sessions per logged-in user. This exceeds the enforced session limit, causing user logout.

System Properties Involved The session limitation is enforced by the following properties:

glide.authenticate.limit.concurrent.interactive.sessions = true glide.authenticate.max.concurrent.interactive.sessions = 2 Workaround Implementation ServiceNow’s PAR Dashboard in Xanadu introduces new APIs that do not have this session limitation. A migration to Xanadu APIs is planned. However, until this transition is completed, the following workaround has been implemented:

1. Increase the Concurrent Session Limit

Modify the system property glide.authenticate.max.concurrent.interactive.sessions to a value between 5 and 10 to allow more concurrent sessions without hitting the default limit. 2. Apply the Updated Sets

Configuration update Set( sys_remote_update_set_77d831f4c31e569831f33ec9050131ed (1).xml , sys_remote_update_set_a9eae94fc31b925c5f703566050131c0 (2).xml ) is provided as an attachment to this Knowledge Article. The update contains logic to log out any pending sessions before or after the screenshots are captured, keeping the max concurrent limit intact. This update set will adjust the system property sn_msi.export_img_parallel_threshold to 1 , ensuring that screenshot requests are processed sequentially rather than in parallel. Expected Outcome By implementing these changes, the issue of exceeding concurrent session limits is mitigated, allowing screenshot capture functionality to operate smoothly without failure. Once migration to the Xanadu APIs is completed, this workaround will no longer be required.

For further details, refer to the attached updated configuration set.