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Support Article

Accept and Cancel buttons in the screen pop up do not work



The Accept and Cancel buttons in the screen pop up do not work.
The expected behavior is, on clicking the buttons, a new tab should launch with the newly created work item. Instead, the screen does not change.

Error Messages

Not Applicable.

Steps to Reproduce

  1. Launch the application
  2. Receive a call. A screen pop up displays.
  3. Click the Accept or Cancel button on the screen pop up

Root Cause

An issue in the custom application code or rules. A customized copy of an older control rule, AppPopCallButtons, was used in a newer portal that was not designed for the older control.


Perform the following local-change:

Use the standard Pega platform controls, which are configured similar to those in the out-of-the box PegaCS CallToasterPop section rule, to perform the Accept and Cancel actions.


Published July 23, 2018 - Updated December 2, 2021

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