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Support Article

Unable to open a case when JAWS is turned on



A grid is configured with an Enter event to open a case. When JAWS is used, the case does not open.

Error Messages

Not Applicable

Steps to Reproduce

  1. Configure a grid with Enter event
  2. Hit enter while using JAWS

Root Cause

A third-party product issue. This is due to how JAWS identifies itself when the enter key is pressed. JAWS by default uses a virtual cursor. As a result of that, when you hit enter, no keypresses are registered at all, let alone the "Enter" key.

What is being registered is actually a mouse click event when you hit "Enter".


An addtional action event can be added to trigger upon click.

Suggest Edit

Published March 26, 2017 - Updated October 8, 2020

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