Session expire so fast.

[mauroreggio]

Hi all,
i've installed OTRS Ver. 3.0.9-01 on a Fedora14 32 bit box.
This is not my first installation, because i try from many time to make OTRS work in my company.
This version seems to be complete and usefull, but i've one problem: when i work, in admin or in ticket handling, my session expire very fast.
In the setup file there is a value of 5 hours, but when i work i must insert user and password after 30 seconds of inactivity, and i lost all i write.
I google many time, and i search here, but i not find any solutions.
Does anyone have the same problem and find a solution?
Thank all,
Mauro.

[jojo]

is your IP Adrress changing (like having a load balanced Internet Access to the OTRS Server)?

[mauroreggio]

Thank you jojo.
No, the address is static.
The only is that the server is behind a firewall (not natted, but a firewall in transparent mode) and only http, https, ssh ports are opened, the ping (for example) is not allowed and is filtered from the firewall.
Mauro.

[jojo]

Have a look in the OTRS log why the session is deleted

[mauroreggio]

Hi jojo.
Here the log

##############################################
Jul 11 12:57:17 box OTRS-CGI-10[11898]: [Notice][Kernel::System::Auth::DB::Auth] User: Mauro authentication ok (REMOTE_ADDR: xx.yy.ww.zz).

Jul 11 13:00:20 box OTRS-CGI-10[11900]: [Notice][Kernel::System::AuthSession::DB::CheckSessionID] RemoteIP of '1026f5051898f8f7792be38c2d00dcf611' (xx.yy.ww.zz) is different with the request IP (iii.ooo.ttt.ppp). Don't grant access!!! Disable config 'SessionCheckRemoteIP' if you don't want this!
Jul 11 13:00:20 box OTRS-CGI-10[11900]: [Notice][Kernel::System::AuthSession::DB::RemoveSessionID] Removed SessionID 1026f5051898f8f7792be38c2d00dcf611.

Jul 11 13:02:26 box OTRS-CGI-10[11898]: [Notice][Kernel::System::AuthSession::DB::CheckSessionID] SessionID: '1026f5051898f8f7792be38c2d00dcf611' is invalid!!!

###############################################

What is strange is that ... with client i not can change IP (i've a public static ip address in my ADSL connection) and the server can't change IP (have a stati public IP address, like i say you before).
However: xx.yy.ww.zz is the right ip address from wich the client make the request but iii.ooo.ttt.ppp is not one know IP address, not from client public network and not from server public network.
How can the server understand that the request come from another unknow ip address?
Thanks,
Mauro.

[jojo]

Perhaps your ISP is using a transparent proxy or your Internetconnection is Load balanced. So you should switch the setting in Core::Session as the Log entry tells you...