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URL does not link to record when copied into Microsoft Work or Excel | Playbook Use Case



Overview


When a URL for a specific record is copied into a Word document or Excel spread sheet the URL does not redirect the user to the specific record. 

A URL for specific record is copied into a Word document or excel spread sheet does not redirect the user to the record. This is not a ServiceNow issue but rather a Microsoft Word and Excel issue. This issue is cause by a registry key not set correctly

Microsoft Knowledge Base Article: http://support.microsoft.com/kb/218153

 

Symptom/Alert


A URL for a specific ServiceNow record is presented in Microsoft Word or Excel does not redirect to the record.

 

How to


Steps to Reproduce:
  1. Open an incident record.
  2. Right-click on the header and select Copy URL.
  3. Paste the link into a Word document.
  4. Hover over the link in the document and do a Ctrl + Click to open the URL
    • The instance home page is displayed instead of the incident record.
  5. Paste the URL into the address bar of the browser.
    • The incident record is displayed.
Workaround:

Microsoft suggests adding the Internet sub-key. If not present, set the value data. If present, set the value data of the Internet sub-key. 

To add the Internet sub-key to the registry:

    1. Quit any programs that are running.
    2. Click Start.
    3. Click Run.
    4. In the Open box, type regedit.
    5. Click OK.
    6. In the Registry Editor, browse to the following sub-key:
      • For 64 Bit Versions:
        Office 2010: HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Office\14.0\Registration
        Office 2007: HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Office\12.0\Registration
        Office 2003: HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Office\11.0\Registration
      • For 32 Bit Versions:
        Office 2003: HKEY_LOCAL_MACHINE \Software\Microsoft\Office\11.0\Registration
    7. On the Edit menu, point to New and click Key.
    8. Name the new sub-key Internet.
    9. Ensure that the Internet sub-key is selected.
    10. On the Edit menu, point to New and then click the DWORD value.
    11. Add the registry value ForceShellExecute.
    12. Double-click ForceShellExecute and then set the value data to 1.
    13. Click OK.
    14. On the Registry menu, click Exit.

To set the value data only:

    1. Quit any programs that are running.
    2. Click Start.
    3. Click Run.
    4. In the Open box, type regedit.
    5. Click OK.
    6. In the Registry Editor, browse to the following sub-key:
      • For 64 bit versions:
        Office 2010: HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Office\14.0\Registration
        Office 2007: HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Office\12.0\Registration
        Office 2003: HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Office\11.0\Registration
      • For 32 bit versions:
        Office 2003: HKEY_LOCAL_MACHINE \Software\Microsoft\Office\11.0\Registration
    7. Ensure that the Internet sub-key is selected.
    8. On the Edit menu, point to New and click the DWORD value.
    9. Add the registry value ForceShellExecute.
    10. Double-click ForceShellExecute and then set the value data to 1.
    11. Click OK.
    12. On the Registry menu, click Exit.

If this workaround does not work, review the knowledge base article and have the customer contact Microsoft. 

 

Additional Documentation and Agent Process


Basic - if the issue has not been resolved:

If the workaround does not work, have the customer contact Microsoft.

Escalation - for escalating the use case, include the following information:

The customer should escalate the issue with Microsoft.

Additional Documentation:

Article Information

Last Updated:2018-01-25 05:28:46
Published:2017-12-15