Service Desk - All Versions
If you set up your Crystal Reports to load directly from the Crystal Server on your Web Desk you will by default have five concurrent licenses available from Crystal.
The problem is that when you load the report in this way you will not have a log out button and so you will never be able to release the license that you used when loading the report.
The symptoms of this is that you can only load the report five times or only 5 users are able to load a report up before you get an error message saying that all concurrent licenses are in use.
Restarting the TomCat Server will release all licenses but this is something that will need to be done manually and might not always be appropriate to do.
Instead you can set the idle timout by editing the file web.xml in the following location:
C:\Program Files (x86)\SAP BusinessObjects\tomcat\webapps\BOE\WEB-INF
Crystal Server 2008:
C:\Program Files (x86)\Business Objects\BusinessObjects Enterprise 12.0\warfiles\WebApps\InfoViewApp\WEB-INF
Right near the bottom is a timout setting which is displayed in minutes.
<session-config> <session-timeout>1</session-timeout> </session-config>
Change this to reflect the minutes you want the license to stay active after the report has been loaded.
Once changed, restart the TomCat server in Central Configuration Manager.
When a user now loads a report they will have a warning after X minute/s saying they are about to be logged out if they still have the report loaded by the time the license is due to be released.