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Agent received Session is no longer valid message
Answer ID 4570   |   Last Review Date 12/18/2018

Why are we receiving an error when more than one user tries to login to the application under the same account?

Environment

Logins / Accounts / Profiles

Issue

We are receiving an error message when more than one user tries to login to the application under the same account:

"This session is no longer valid"

Resolution

To resolve this, you will want to create separate accounts for each user.  Associate each to the same profile if you wish to allow the same access levels.

For more information on creating staff accounts, please see the following published answer:
Answer ID 538: Adding a staff account to the Oracle Service Cloud application

Cause

Logins are unique and there can be only one active session at a time.  If a second user logs into the system under the same login, the previous session will be expired and the 'invalid session' alert is received.

Additionally, in many areas of the application an audit records edits made.  Having users login under unique accounts helps for better tracking of activities done by each logged in user. 

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