Excel opens ticket in new tab not logged in
Platform Notice: Data Center Only - This article only applies to Atlassian products on the Data Center platform.
Note that this KB was created for the Data Center version of the product. Data Center KBs for non-Data-Center-specific features may also work for Server versions of the product, however they have not been tested. Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Except Fisheye and Crucible
Summary
Clicking in a hyperlink to a ticket in Excel opens a new browser tab not logged in.
Environment
Jira with SAML enabled
Cause
As mentioned on this page this behavior happens because Excel sends an initial HEAD request to Jira to validate the URL actually exists and then the actual GET request.
This duplicate requests cause the SAML authentication to fail for the HEAD request, opening two separate tabs.
Solution
Create a rule on your load balancer to send an empty 200 response for any message with a user-agent containing "ms-office". This will tell Excel that the URL is valid and will only open the expected successfully authenticated tab in the browser.
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if ( $http_user_agent ~ 'ms-office') {
return 200 '';
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