“Invalid Credentials” error using service request catalog (SRC) with SSO


ISSUE:

Connecting to service request catalog (SRC) with single-sign-on (SSO) authentication could bring an error about “Invalid Credentials” even when this operator was able to connect other times.

This is caused due to connect SRC with SSO two login sessions are used, one to authenticate and other one to connect. Once the operator is connected, the authentication session is released.

If this operator was already logged in ESS client, since the default maximun of login sessions per operator is two, the authentication during login to SRC will fail and the “Invalid Credentials” error message will be displayed.
WORKAROUND

In order to solve this issue, the operator profile must be modified at least to 3 maximun login sessions following next steps:

1. Login in Service Manager
2. Go to operator table
3. Search for the operator
4. In Security tab, update the “Max Logins” field to 3 and save

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