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Support Article

Cannot search for case on entering work ID and clicking Enter



Unable to search for a case when user enters a work  ID and clicks Enter to search. The Search works only for the first time.

Error Messages

Not Applicable

Steps to Reproduce

  1. Open the User portal. 
  2. Search for a case.
  3. Press the Enter key.
  4. Click the Close button to close the case. 
  5. Search for another case.
  6. Press the Enter key. Search does not work.

Root Cause

A defect in Pegasystems’ code or  rules.
This occurs only for the user and not for an Administrator. The Cancel action executes different requests for the user and the Administrator. Updated values (transaction ID, pzFromFrame) are sent twice to the client and used. When used in the Next Actions in a non-working scenario, the pzFromFrame mismatched. The issue occurred becasuse the Change Tracker information is sent twice to the UI.


This feature is implemented in Pega Platform 8.3.2.

Published June 6, 2020 - Updated December 2, 2021

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