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Support Article

Case data is read from another case via FCM



The search panel is used to open two different cases in two different tabs. When switching from one tab to the other, data from the last-added tab is referenced, no matter what the current tab is that is selected.

Error Messages

Not Applicable

Steps to Reproduce

  1. Find and open a case using 'FCM Search Case'.
  2. Find and open a second case using 'FCM Search Case'.
  3. Click on the first case tab.
  4. Select a link to launch a window with additional case data.
  5. Observe that data from the second case is opened for the first case.

Root Cause

An issue in the custom application code or rules . The script FCMROpen is being used to create the tab, and is not being passed an "id" parameter.

This parameter is appended to the thread name used to hold the tab. Each tab should have its own thread. Without this parameter, the same thread is used for each tab.


Perform the following local-change: Supplying a unique id for each execution of the script will ensure each work object opens on a unique thread.

Suggest Edit

Published April 7, 2017 - Updated October 8, 2020

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