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Support Article

Resolved Service Intents display in incorrect tab

SA-19475

Summary



From a report of "S-"type Resolved service intents, double-clicking to open the case may hijack the existing tab for the current open interaction. The display will be an amalgam of the Resolved case and the Open case in a single tab.
 


Error Messages



Not Applicable


Steps to Reproduce

  1. Log in as CASYSADMIN.
  2. Launch Demo Pop for Connor.
  3. Click Home Tab.
  4. Click My Reports…and locate “Timeliness by work type for resolved work” report.
  5. Click report link and a popup will appear with results.
  6. Click a Work Type, e.g., Close Account or Dispute Transaction. A drill down view will appear with S- and/or C- items.
  7. Click the Open Interaction Tab to give it focus (This step is essential).
  8. Click an S- or C- item and it will unexpectedly open in the same tab as the already open Interaction.

 


Root Cause



A defect in Pegasystems’ code or rules. The above issue is a known limitation in 7.1.3 and is fixed in the next release.
The problem is that opening a new tab depends upon .pyID on a Declare page referencing the item to be opened.  When opening from a Report, the pyID is not set and will have whatever value was previously used, in this case, the open Interaction.

Resolution



This will be fixed in a future release.
Suggest Edit

Published February 13, 2016 - Updated December 2, 2021

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