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Support Article

Blank screen displays on closing the Collection case details tab



Blank screen displays on closing the Collection case details tab that is launched from the Collection case link on the Interaction portal.    

Error Messages

Not Applicable

Steps to Reproduce

  1. Open an Interaction case
  2. Launch the Collection case by clicking the link on the Collection case details tab
  3. Click the close icon (X)  to close the Collection case tab. A blank screen displays

Root Cause

A defect in Pegasystems' code or rules. The pyId property was empty on the Clipboard data-page (D_cpmPortalcontext) after clicking the close icon (X) on the Collection case.On checking the Chrome network logs in the user network, it was found that the requests (Doclose, pzUpdateClipboard models) were invoked consistently in the reverse order. Doclose request made the pyId property empty. However, the pzUpdateClipboardmodels request updated the pyId property with the correct ID. The UpdateClipBoardModal was async call. Hence, the issue occurred.


Apply HFix-51014.


Published February 23, 2019 - Updated December 2, 2021

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