Error - Cannot insert duplicate key row when creating a new user or analyst in Servicedesk

Version 4

    Verified Product Versions

    LANDESK Service Desk 7.6

    Problem:

     

    When adding a new user or analyst in Servicedesk Console you get an error - "Cannot insert duplicate key row in object 'dbo.tps_user' with unique index 'index$tps_user$name'.  The statement has been terminated.

     

    Answer:

     

    There already exists a user with the same Name (Login ID) in ServiceDesk. If you cannot see a User/Analyst/Contact with this name in Administrtaion, it may be that the user has existed before but has been deleted. When a user is deleted in Servicedesk it is 'soft-deleted' and still exists in the database.

     

    To fix the problem you could simply use a different name/login id to create this user.

     

    Alternatively see this article for how to 'undelete' a soft deleted user: http://community.landesk.com/support/docs/DOC-5801