Unable to join a Support Automation session by clicking the notification url in 17.1

Document ID : KB000100704
Last Modified Date : 20/09/2018
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Invitations to Support Automation do not work - if a customer clicks the link to an SA session provided via the automated email, their web browser opens to the SA launch screen (with the correct session ID populated) but before they can click "Launch" the screen turns blank.  It then hangs at a blank browser window.  The Support Automation client application never launches.

If a web traffic tool is used, like Fiddler, it may be seen that the session data is incorrect, the session ID is sent like:


Notice the end of the url contains " '; " 
It's possible that this may occur in extremely rare circumstances, the following customization may be completed to attempt to resolve the problem.

1. Open Web Screen Painter, go to "Open" and change the "Interface or File Type" to "Employee"
In the "File Name" select "detail_sa_user_route_join_session.htmpl" and open it.

2. Click the "Source" tab, search the file for:


Update to:


3. Save and publish, then from a command prompt run "pdm_webcache"

This change should only be made if you are experiencing the exact problem noted above. It's not recommended to make this change unless you are experiencing the issue.