Posted: 24 Sep 2018 17:49 EDT Last activity: 7 May 2019 3:11 EDT
Case Cancel action causing blank screen on portal
We are on Pega 7.3.1 version. We have User and Manager portals in our application. We added a close icon in pyCaseHeaderOuter section and configured "Cancel" action for on click event.
When user opens any assignment and completes it, confirm harness is shown (standard way in most of the applications). If user closes the work item using the close icon on this screen, blank screen is shown.
It is working fine and closing the case object when
The case is opened in review harness (opening from recents) and close the work item using same close icon.
The case is opened from Manager portal (all scenarios are working fine here)
This issue is specific to User portal.
I tried with giving same roles to both User and Manager groups but it didn't help.
No log errors are found.
I have also tried with checking out the OOTB supplied pyCaseHeaderOuter section and added ONLY Close icon with Cancel configuration, but this didn't help too.
Has any one faced similar issue or any thoughts around this ?
***Edited by Moderator Marissa to update SR Details***
We encountered the same issue in Pega 7.3.1. The root cause was Pega has "mashupBaseReferrer" cookie. If a user is using SSO from a link other than the where the Pega is hosted, this URL contained in this URL is different from Pega URL. In Pega "pega_desktop_support.js" script, this will stop parent window to invoke activity "removethead" (not a typo, the name missed "r" in it). So the Thread is still on the clipboard with empty pyworkpage on it. That is why you see a blank screen.
To fix this particular scenario, ask Pega for hot fix DL-94031 (which contains HFIX-40761, HFIX-41615 and HFIX-44072).