Users cannot open any Incidents, Problems, Change, Tickets, Requests - they get an hourglass / nothing happens

Version 6

    Verified Product Versions

    Service Desk 7.7.x


    Service Desk - All Versions.




    User unable to launch any IPCs from either a Query or from the Quick Search in Console.

    The hourglass cursor comes up, and disappears without the IPC opening.


    This is most likely happening due to the Users' Application settings being corrupted.

    The script below will reset these setting by deleting them. Once the User logs back in to Console again the settings will be recreated as needed to what they should be.


    Please make sure to run any script on a test system before running on live. Make sure that the User is logged out from Service Desk when running the script and do an IISReset after the script has been run.


    Please update the script with the affected users Login Name.


    Delete from tps_application_user_setting where tps_user_guid = (select tps_guid from tps_user where tps_name = '<<USERNAME>>')



    If this doesn't fix the issue, then you can instead try to delete the User Preference Settings.

    These are settings such as private set colour schemes, font selection and font size. If these are deleted for a user the user will go back to using the system preference.


    Delete from tps_user_preference where tps_user_guid = (select tps_guid from tps_user where tps_name = '<<USERNAME>>')