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Support Article

Unable to use SSO URL to open case directly from email template



The PzCaseLink is configured, according to the out-of-the-box template in the Email Templates, to access a case directly by clicking the link from the email template. On click of the link, the case opens. However, it uses the Pega Cloud URL instead of the Single Sign-On (SSO) URL.

Error Messages

Not Applicable

Steps to Reproduce

  1. Create the case from the Case Manger portal.
  2. Fill the details and click Submit. The user receives a mail.
  3. Click the link to complete the case.

Root Cause

Public URL value was incorrect (if SSO was used).


Perform the following local-change:

Change the Public URL from prweb URL to SSO URL.

Published December 2, 2021

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