Single User Having Problems Viewing Assets from the HelpDesk Solution

I had a single user that was receiving an error message when attempting to view assets from within HelpDesk. This was the error message:

"Item has already been added. Key in dictionary: "asset_name_633688238248225379" Key being added: "asset_name_633688238248225379"
 Details 
Exception - System.ArgumentException: Item has already been added. Key in dictionary: "asset_name_633688238248225379" Key being added: "asset_name_633688238248225379"
  at System.Collections.Hashtable.Insert(Object key, Object nvalue, Boolean add)
  at System.Collections.Hashtable.Add(Object key, Object value)
  at Altiris.AppWeaver.WrappedFlexGrid.PrepareGrid()
  at Altiris.AppWeaver.WebGrid.SetColumnDefinition(String def)
  at _ASP.subAssetTable_ascx.LoadDataSources()
  at Altiris.AppWeaver.TemplateModule.ProcessChildren(Control ctrl, TemplateControl host)"
  

The reason for this error is that the user had removed one (or some) of the default fields from the "Format Table" option in HelpDesk. HelpDesk depends on some of these default tables to perform its searches. In order to fix this issue, you have to modify the SQL database to remove all of the user's custom modifications to their console.

Please note that you need to know SQL and have access to the DB to perform these next steps. Additionally, do so at your own risk.

You should back up your database before attempting to make any modifications just in case you modify something that destroys the database.

Here are the steps to resolve this issue:

1. Open your HelpDesk SQL database
2. Run these queries against the Altiris_Incidents database
   
   1. Find the contact ID for the worker by running this query:
      • select contact_id from worker where name = '%worker name%'
   2. Using the contact ID, find the tag collection ID for the worker by running this query:
      • select tag_collection_id from contact where id = '%contact ID from query 1%'
   3. Execute a query to remove all tags for the worker:
      • delete from tag where tag_collection_id = '%tag collection ID from step 2%'
   4. Have the worker close all instances of HelpDesk and re-open.

Again, you have to be an administrator of your SQL database, and you should make sure you have a valid backup.