Hi Priyanka,
So at the moment this is basically an issue with:
1) an Excel document with a hyperlink to an SDM ticket detail page,
2) it works in IE but not in Chrome
3) SDM 12.9
Excel based hyperlinks are known to behave slightly differently depending on Single Sign on / external authentication tools are being protected.
Below might help a bit more
1) The URL in question, is this an IIS or Tomcat URL of SDM?
2) What type of authentication is in question (some single sign on, example IIS’s windows auth or WAFFLE on Tomcat, or Siteminder?)
3) The version of Excel
4) Are there any load balancers etc., in question?
I did some basic tests on this using a report saved as Excel and had no trouble getting to ticket details screen when clicking on the XLS record which launched Chrome browser automatically. Push comes to shove, as this is narrowed further around this area, a support case may not be a bad idea too.
_R