We have two instances (server#1, server#2) of NetServer & CRM Web installed on two different servers, serving both CRM Web & Customer Service.
A NetScaler has been set up, primarily for load balancing, to redirect sessions by IP to either server#1 or server#2.
Currently we are troubleshooting an issue users are experiencing by being suddenly logged out of SuperOffice and needing to log in again. Any unsaved work in text fields (form input etc) is lost and issue is too intermittent to easily perform troubleshooting.
Our current suspicion is session management by the NetScaler, since issue seems resolved when working directly with one of the servers (instead of going via NetScaler)
Even so, after several Wiresharks from both directions (from NetScaler to client & client to NetScaler) we are still finding it hard to troubleshoot issue.
I know other customers have set up NetScaler with SuperOffice (CRM Web and/or Customer Service) successfully, so I'm inquiring for general pointers and suggestions on what specifically to look for.
Where or how is session stored/validated/controlled in CRM Web/Customer Service?
What could be causing browsers being redirected to server#1 lose session (besides timeout)?
How should NetScaler manage session load balancing, so as to work optimally with how SuperOffice manages and validates sessions?
Thanks in advance for any pointers or suggestions.