ServiceNow hyperlinks do not open when clicked through MS Word, when multi-SSO is enabled - Support and Troubleshooting

ServiceNow hyperlinks do not open when clicked through MS Word, when multi-SSO is enabled Issue  Symptoms ServiceNow hyperlinks do not open when clicked through MS Word. The solution provided in this KB is applicable when multi-SSO is enabled.

When the same links are copied and pasted in the browser address bar, the links work.

Release Applicable for all releases

Cause This is an issue with user agent in coming request from MS office.

Resolution First step would be to follow the instructions mentioned in KB0639133 , related to updating the registry. If the issue is still not resolved, then kindly follow below mentioned steps:

Set the system property - glide.security.handle.ms_special_request to false. If this property is not present, then kindly add this property. In MultiSSO installation exit's process method (MultiSSO), add after line 86 (add after "process : function() {" ): process : function() { var ua = request.getHeader("User-Agent"); if (ua && ua.indexOf('ms-office')>=0) { var urlx = request.getRequestURL() + "?" + request.getQueryString(); gs.print("======" + urlx ); response.sendRedirect(urlx); return null; }

NOTE: This installation exit might be skipped during an upgrade, because it is modified. If so, then revert to Out of the Box upgrade version and follow the steps mentioned above again.