Error "Cannot insert the value NULL into column 'usr_text_html'" when saving an IPC or action

Version 5

    Verified Product Versions

    Service Desk 7.6Service Desk 7.7.x



    On saving an Incident, Problem, etc.. or an action such as a creating a Note you receive the SQL error:


    Cannot insert the value NULL into column 'usr_text_html', table 'ServiceDesk.dbo.cm_change_note'; column does not allow nulls. INSERT fails. The statement has been terminated.


    Database and column names may differ but will always refer to a column named usr_something_html.




    This error is caused by an attribute that was previously enabled for HTML and is mandatory on the object.  Run the attached SQL script to scan and fix any attributes in your Service Desk database.  Before running the script please take a full backup of your database and ensure there are no users logged in to the Service Desk.


    The underlying issue has been logged as Problem 4636 to be addressed in a later software release.  if you experience this issue please raise an incident with your Support provider quoting this problem number.


    Note: this script is MS SQL specific, if you experience the Oracle equivalent of this error please contact your Support provider.