This Support Document describes symptoms and provides solutions for common problems with case links sent in email messages not behaving as expected. For more information, see the detailed how-to Support Document that complements this document: Generating a URL to access cases
Symptoms
Error
Explanations
Environments
Solutions
Related content
Symptoms
Symptom 1 Case appearance is incorrect
You send an email message with a case link to a work assignment. When a user opens the case link, the case displays incorrectly with the Pega Cosmos design system.
Symptom 2 Link does not open case
You receive an email message that you have a Pending work item. When you click the link to the case assignment, the case does not open. The application action Open URL in Window fails.
Symptom 3 Application header and footer display incorrectly
When you open a case link in an email message, the application header and footer do not display as expected.
Error
Symptom 2 on-screen error
This page is not working.
Explanations
Symptoms 1 and 2
Incorrect use of a custom rule in the client’s application
The URL specified in the client’s application is encrypted. The application’s DSS, as shown below, allows encrypted URLs only.
"prconfig/initialization/submitobfuscatedurl/default" - required
Application users were testing with an unencrypted URL, which is blocked, causing excessive redirects leading to the on-screen error This page is not working.
Symptom 3
A Pegasystems defect
Environments
The problem was reported for the following environments:
- Pega Platform™ version 8.7.1 on-premises
- Pega Platform version 8.4.6 on-premises
Solutions
For the symptom you experience, use the appropriate solution.
Solution for Symptom 1
Clear the browser cache.
Solution for Symptom 2
Encrypt the URL by using the following Java code in the custom activity Data-Portal.ShowDesktop&isSnapStart.
String EncryptedActivity = pega_rules_utilities.pzEncryptURLActionString(tools,"Global","pyActivity=Data-Portal.ShowDesktop&isSnapStart=true&pyShowFullPortal=false&Action=openWorkByHandle&InsHandle=<your_work_item>"); EncryptedString = "/prweb?"+EncryptedActivity;
Solution for Symptom 3
Watch for a Resolved Issue in a future release of the Pega Platform: ISSUE-774097.
Perform the following workaround in your application:
Theme-Cosmos: Open work object in Full portal on Copy sharable Link
See also Generating a URL to access cases.
Related content
Product documentation
Simplify access with an Application URL alias (8.4)
Adding an application URL alias
Support Documents
Generating a URL to access a case
URL Mappings Troubleshooting FAQs
Application Alias Troubleshooting FAQs
Support Center Question and Developer Knowledge Shares
Open Assignment with sharable Link 20July2022
UIKit: Open work object in Full portal on Copy sharable Link 10January2022
Theme-Cosmos: Open work object with Full portal in a new window 24May2021
Limitations of Snapstart URL in SPA 28July2021