Question
TATA Consultancy Services
IN
Last activity: 5 Jan 2025 14:11 EST
On click of case hyperlink, opening the homepage instead of opening the case
Scenario is as follows:
When we click on case hyperlink in an email, it opens correctly with full portal and able to work on opened case but when we go to work list and clicks on any case hyperlink , instead of opening the case in a new tab, it is opening the portal again in new tab and landing on home page.
Any quick help would be useful...!!!!
Aaseya IT Services Pvt LTD
SA
What is the action on the click of the case hyperlink? Are you doing "Open Assignment" action?
If yes, check what is the target defined for the same.
Updated: 14 Dec 2023 8:28 EST
TATA Consultancy Services
IN
Hi @PrakashDeep,
we have configured Open Work By Handle by passing the pzInsKey.
Just to confirm you that, it is happening in a specific scenario as mentioned below.
1. When creating a work object, system triggers an email to end user, which contains work object id hyperlink.
2. From email, user clicks on work object id hyperlink, which opens a case with full portal.
3. After completing the actions on respective work objective, user access the worklist by clicking on menu, work list also loads proper
4. After work list loads, if we click on any work object hyperlink, it reloads the same page instead of opening the work object.
5. If we login to the portal directly (not from email hyperlink), access the work list and clicks on work object hyperlink, it opens the case properly.
Hope it gives clear understanding....!!!!
Thanks in advance....!!!
Pegasystems Inc.
GB
@AnjaneyuluG if you have no further help on the forum I would suggest that you log a support issue via the MSP and please provide the INC id here so we can help track it.
TATA Consultancy Services
IN
I don't have MSP access, please help out here.
Updated: 8 Jan 2024 5:07 EST
Pegasystems Inc.
GB
@AnjaneyuluG please can you read our How to Get Support documents available via a PSC search?
You can also check out this video.
If you need to merge the two existing emails, please email [email protected].
Please make the necessary arrangements with your Pega Account Administrator.
Devolksbank
NL
pega
IN
pega
IN
@AnjaneyuluG hi bro did u got the solution , I'm facing the same issue now can u help me please !!!
Pegasystems Inc.
GB
@ShivaKumarS9072 Based on the information provided, it seems like the URL used to open the case from the worklist might be missing or have incorrect parameters. First checks is to ensure that the URL includes the necessary parameters to open the case, such as the activity to be performed (Open Work By Handle), the class of the work object, and the handle of the work object (pzInsKey). You can debug this issue by comparing the URLs used to open the case from the email and from the worklist. If the issue persists, you might need to check the configuration of the worklist and the case opening process in your application.
There are other posts which go into detail about this:
How to open a case in perform mode from an email link
Can't open work object using email
If you have no further help on the forum I would suggest that you log a support issue via the MSP and please provide the INC id here so we can help track it.
Accenture
IN
Hi @AnjaneyuluG"When we click on the case hyperlink in an email, it opens correctly with full portal and able to work on opened case" . Can u please give an idea on how you approached this?
HCA Healthcare
US
@AnanyaA2To open a case correctly from an email hyperlink in Pega, use the Open Work by Handle action and pass the pzInsKey in the URL. The link should be structured as: https://<yourdomain>/prweb/PRServlet?pyActivity=OpenWorkByHandle&pzInsKey=<WorkObjectKey>. This ensures the case opens directly in the portal. Verify the URL includes all necessary parameters and the portal is correctly specified if required (e.g., &portal=EndUser). Ensure the link is secure and avoid exposing sensitive data directly. If the case opens the homepage instead, check that the action is set to Open Work by Handle and not Open Assignment, and confirm the portal configuration allows direct case access. Proper URL construction and validation will ensure the case opens in the full portal with all actions accessible