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Support Article

Clicking Push Notifications does not open work item



An application is enabled on a mobile device. When a work item is assigned to a user, Push notifications are sent to the mobile device. On click of the Push notification, the work item must open in the Review or Perform mode.

In Android devices, on click of the Push Notification, the work item does not open and the user is redirected to the Launch pad.

In iOS devices, on click of the Push Notification, the assignment opens instead of the work item.

Error Messages

Not Applicable

Steps to Reproduce

  1. Create an application with mobile support enabled.
  2. Send a Push Notification to a user when a case is assigned.

Root Cause

Push Notification handlers are initialized when 'launchbox' API becomes available. To achieve that, the Notifications API uses to register the callback which is invoked when the 'launchbox' is ready. The underneath, creates the window.onLaunchboxLoaded function which is invoked from the native code to notify the JavaScript that the 'launchbox' is initialized and ready for use. When the window.onLaunchboxLoaded is invoked, all the callbacks registered using are invoked as well, and ultimately the Push Notifications handlers are initialized.

In this case, Push Notifications handlers are not initialized and default handling occurred (simple popup is displayed to the user with the notification message and OK button).

The user overrode the below window.onLaunchBoxLoaded function (which should not be performed).

window.onload = function() { if ( { window.onLaunchboxLoaded = handleOpenAccount; } };


Perform the following local-change:

Use the below function instead of overriding the onLaunchboxLoaded function.

function monitorLaunchboxLoaded() { if ( && {; } else { // namespace may not be available yet. setTimeout(monitorLaunchboxLoaded, 50); } } monitorLaunchboxLoaded();
Suggest Edit

Published December 2, 2021

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