Duplicate tabs in export link access

Products

• CA Service Management - Service Desk Manager
• CA Service Desk Manager

Issue/Introduction

When exporting a list of tickets and click the hyperlinked ticket number in the export file in Excel, it opens two tabs in the browser instead of one even when there is already a tab with an active session. 

Environment

Release : 17.2 and higher

Component : UNICENTER SERVICE DESK WEB SERVER

Cause

Issue is due to a known issue with Excel and Single Sign On functionality, documented below:

https://docs.microsoft.com/en-US/office/troubleshoot/office-suite-issues/click-hyperlink-to-sso-website

Resolution

The following link describes a workaround that requires modification to the registry:

https://docs.microsoft.com/en-US/office/troubleshoot/office-suite-issues/cannot-locate-server-when-click-hyperlink

From the above link:

In Registry Editor, browse to one of the following subkeys (create the keys if they do not exist):

For a 32-bit version of Office on a 64-bit version of Windows:

HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Office\9.0\Common\Internet

For a 32-bit version of Office on a 32-bit version of Windows:

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\9.0\Common\Internet

For a 64-bit version of Office on a 64-bit version of Windows:

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\9.0\Common\Internet