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Support Article

Case doesn't open after attempting a case reopen in Chrome



When using the Chrome browser, the user opens a case from MyWorklist, or from Search, and then attempts to open it again, it opens accurately but doesn't show the message which is exhibited when performing the same actions using Internet Explorer browser.

The message should indicate the work object is already open and ask whether to reopen it. 

After opening this case, which was already open on a tab, all subsequent attempts to open the same case, or any other cases from MyWorklist or Search doesn't work and the user is unable to do any more work on that session.

Error Messages

Not Applicable

Steps to Reproduce

  1. Login to application on Chrome Browser.
  2. Open cases from MyWorklist or Search.
  3. Open the same case again.
  4. Open other cases from MyWorklist or Search.
  5. Observe that nothing happens.

Root Cause

Chrome  browser deprecated the showModalDialog API from its 37+ versions.

This same API is used to show the message when the same workitem is opened.

However, an alternative to this feature was provided in Pega 7.1.7 and it has been decided that there is no plan to backport the changes to earlier versions.


The recommendation is to use the Internet Explorer browser when the functionality is needed OR upgrade to Pega 7.1.7 or later.

In addition, try the following local-change: 

Add the below script to userworkform. This change will make sure that the flow does not stop on the Chrome browser.

< script>
if(navigator.userAgent.indexOf("Chrome") != -1){
window.showModalDialog = function(){
return true;
< /script>


Published July 23, 2018 - Updated October 8, 2020

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