Office Links in Service Catalog Open in Browser instead of being Downloaded

Products

• CA Service Catalog

Issue/Introduction

After switching from IIS to Tomcat, and modifying the location of file stores, downloads of linked files in the Service Catalog store are not working.

Before

https://<MY_URL1>/CAisd/<Directory><Directory/Document.doc

After

https://<MY_URL2>/usm/FileStore/custom/documents/Document.doc

This is observed in Edge

We ensured the Display Office Files in browser option is not enabled nor is it being overwritten by administrative policy

As a workaround, right clicking and selecting Save As works as intended

Environment

Release : 17.3

Resolution

Issue was found to be caused by a header inserted by the F5 load balancer.

You can confirm this by testing from the Service Catalog server itself.

Instead of using the F5 URL, test the behavior from the exact server URL. 

We also suggest involving the network administration team for further input.