Document opens in another window even when the Viewer widget is present

A default setting in Case Builder can cause unexpected behavior when you view documents or attachments on the Case Details page.

Symptoms

You open a document on a Case Details page that includes the Viewer widget and you expect to see the document displayed in the Viewer widget. Instead, the document opens in a new window.

Causes

The Open document in a separate browser window checkbox on the Case Details page in Page Designer is checked by default. The result is that even if you add a Viewer widget to the page, the page will still open a new window to display a document or attachment.

Resolving the problem

To overcome this problem:
  1. Open your Case Details page in Page Designer.
  2. Add the Viewer widget to the page.
  3. In the settings for the Case Information widget on this page, clear the Open document in a separate browser window checkbox.