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Support Article

Clicking email link opens only work object instead of the portal



On clicking the work object ID in an email link, opens only the case instead of the entire portal in the Internet Explorer browser.

Error Messages

Not Applicable

Steps to Reproduce

  1. Click the work object link from the email. The user is redirected to the customized portal.
  2. Open the work object.
  3. Click the Close (X) button to close the portal tab.
  4. Re-click the work object link form the email. Only the case opens instead of the entire portal.

Root Cause

An issue in the custom application code or rules.


Here’s the explanation for the reported behavior:

The pyShowFullPortal is a parameter for mobile SnapStart and is implemented in the mobile usecase. It does not work correctly on the desktop application.

For more information, refer to:

Set the pyShowFullPortal value to False in the URL (to display only work object or case every time) for consistent behavior.

Published January 11, 2020 - Updated December 2, 2021

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