Skip to main content

This content has been archived and is no longer being updated. Links may not function; however, this content may be relevant to outdated versions of the product.

Support Article

Resolved Service Intents display in incorrect tab



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.


This will be fixed in a future release.

Published February 13, 2016 - Updated December 2, 2021

Was this useful?

0% found this useful

Have a question? Get answers now.

Visit the Collaboration Center to ask questions, engage in discussions, share ideas, and help others.

Did you find this content helpful?

Want to help us improve this content?

We'd prefer it if you saw us at our best.

Pega Community has detected you are using a browser which may prevent you from experiencing the site as intended. To improve your experience, please update your browser.

Close Deprecation Notice
Contact us