Case Cancel action causing blank screen on portal
Hi,
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***
Pegasystems Inc.
IN
HI Bagas,
Please refer to the below article and try to configure the workaround mentioned. Please check if you have any console errors when the portal screen goes blank:
https://community1.pega.com/community/pega-support/question/portal-screen-becomes-blank
Incessant technologies pvt ltd
IN
Could you please share the configuration details of the screen.
incessant
IN
Is this something to do with previlige ?
Updated: 25 Sep 2018 7:35 EDT
Pegasystems Inc.
IN
Hi ,
SImilar issue was faced in 7.4 (SR-C56487) and HFIX-43935 was provided. If the root cause is same then it can help.
Pegasystems Inc.
IN
We have tried with porting this hotfix onto 7.3.1 but it didn't solve the issue.
Pegasystems Inc.
IN
You should raise a SR for this, so that complete investigation can be done ,as the root cause seems different.
Public Safety
CA
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).
Coforge Technologies (Erstwhile Incessant Technologies)
GB
This is due to parent window not able to invoke activity "RemoveThread",hotfix DL-94031 should resolve this.
Incessant technologies pvt ltd
IN
Please find the below link might help you
Accepted Solution
Pegasystems Inc.
IN
Hi All,
Thanks for responding. We have got this issue fixed on our DEV environment after installing HFIX-44072 and HFIX-47910. We are still verifying on other environments.
Thanks,
Santhosh
Pegasystems Inc.
IN
Hi All,
FYI-Even we faced the similar issue in IE too and the HFIX-43935 worked.
Thanks,
Nithin
L&T Infotech
IN
Please check below rule do you have in your application.This will fix the issue.
Pega-Desktop : 07-10-36 - RULE-FILE-TEXT WEBWB PEGA_DESKTOP_SUPPORT!JS
#20180505T130951.514 GMT
Thanks,
Hussain