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Support Article

Dynamic container not loading when switch to interaction portal



Users work with two portals. One portal uses a dynamic container in its screen layout with multi-document mode. The other portal uses a dynamic container in its screen layout with single-document mode.

When users open the portal with the single-document dynamic container and open one document, the portal works as expected. When they switch to the other portal, the one with the multiple-document dynamic container, the dynamic container is not loaded.

Error Messages

Not Applicable

Steps to Reproduce

  1. Log in to the application.
  2. Open the portal with the single-document dynamic container.
  3. Open any document in this portal.
  4. Open the portal with the multiple-document dynamic container, for example, the Case Manager or Customer Service interaction portal.

Root Cause

A defect in Pegasystems’ code or rules

Analysis shows that the clipboard thread is not getting removed for the respective portals; therefore, the JavaScript APIs are not loaded when users switch from the portal with the single-document dynamic container to the portal with the multiple-document dynamic container, for example, the Case Manager interaction portal.


Update or upgrade to Pega 7.2.2, which resolves Issue-272011.
Update or upgrade to Pega Customer Service 7.31.
Best Practice: Update or upgrade to the latest Pega Platform release or Application product release.

If you cannot update or upgrade and must continue using Pega 7.2, perform the following local-change:
  1. Before the function changePortal, call an activity that clears the thread, for example, RemoveThread.
    Add activity RemoveThread
  2. In the RemoveThread activity, specify the Java code shown below.

    Java code for RemoveThread activity
/* java code in remove thread activity*/
String portalName="";
ClipboardPage threadPage = tools.findPage("pxThread");
if(threadPage != null){
portalName = threadPage.getString("pxPortal");
ClipboardPage pg_dec_PyDisplay = tools.findPage("Declare_pyDisplay");
ClipboardProperty cp_pyDisplay = pg_dec_PyDisplay.getIfPresent("pyDisplay");
if(cp_pyDisplay != null){
ClipboardPage cp_pyDisplay_portal=cp_pyDisplay.getPageValue(portalName);

String currThreadName = tools.getThread().getName();
Set threads = tools.getThread().getRequestor().getThreadNames();

Iterator it = threads.iterator();
while (it.hasNext()) {
String strThread = (String);
// Do not delete openPortal and Standard threads
if(!strThread.equalsIgnoreCase("openportal") && !strThread.equalsIgnoreCase("standard")) {

// Delete thread if
// current thread is openPortal and thread starts with PS_1 OR
// Current thread is Standard
if((currThreadName.equalsIgnoreCase("openportal") && strThread.startsWith("PS1_")) || currThreadName.equalsIgnoreCase("standard")) {
}else {
ClipboardPage actionInfo = tools.findPage("pyActionInfo", true);
if(actionInfo != null){
// Populate param to clear clipboard from current thread

Published March 1, 2018 - Updated October 8, 2020

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