Support Article
Service case doesn’t load for an Interaction with multiple cases
SA-103404
Summary
A Service Case does not load for an Interaction with multiple Service Cases.
On opening a Service Case from a global search, worklist, or workbasket, the Service Case does not open and load all the other Service Cases under the Interaction driver. However, this works the first time.
Error Messages
Not Applicable
Steps to Reproduce
Open an Interaction with multiple cases from either a global search or a work list.
ROOT CAUSE
An AjaxContainer was configured in both the Interaction and Service Case sections. This resulted in multiple nested AjaxContainers in the Document Object Model (DOM), which is not supported. Hence, the call to the pzPooledDoClose failed due to duplicate thread names in the Request. This increased the URL length which resulted in the browser blocking the URL (since encryption was enabled).
The doClose was not initiated because the pzPooledDoClose failed.
Resolution
Perform the following local-change:
Modify the UI design such that only one AjaxContainer is present at the Interaction level.
Published August 4, 2020 - Updated December 2, 2021
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