After enabling Single Sign-On (SSO) within CA Service Desk Manager (CA SDM), whether through Tomcat (WAFFLE), IIS (IWA) or a different NTLM solution, SSO works for some CA Service Desk users, but for others it does not. It also happens for other CA Service Management solutions e.g. XFlow and CA Unified Self-Service.
There are two probable causes for this:
CA Service Management 17.1
Check if the web browser has SSO enabled by checking the web browser security settings: As Chrome uses the Internet Explorer settings, checking Internet Explorer will ensure it is enabled for both Chrome and Internet Explorer.
Check the Group Policy on the CA Service Desk server. The User requires the “Access this computer from the network” permissions. This is noted in the Windows NT Challenge/Response section on Microsoft KB 264921.