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E-Portal: When Logging into Portal DB and Navigate to the Agent Case Page from the Agent Triage Dashboard or My HRHD Cases Page, after PIA Times out, the Users Land on the CRM Expiry Page (Doc ID 2964999.1)

Last updated on AUGUST 04, 2023

Applies to:

PeopleSoft Enterprise PT PeopleTools - Version 8.59 and later
Information in this document applies to any platform.


When users log into Portal DB and navigate to the agent case page from the Agent Triage Dashboard or My HRHD Cases, after PIA times out, users land on the CRM expiry page although they are supposed to land on the Portal's expiry page.


The issue can be reproduced at will with the following steps:

1. Setup a cluster environment with a Portal DB and CRM DB as the content provider DB.

2. Log into Portal's PIA.

3. Navigate to Agent Triage Dashboard via the tile on the HR Service Agent homepage.

4. Enter a case number to go to the agent case component.

5. Wait for PIA to timeout.

6. Observe that after the timeout, the CRM expiry page shows up.


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