Our service desk have advised that they are unable to take calls now. When they click 'new incident' or 'new change' the window flashes on screen, then goes to the attached screen shot. When they are looking at historical calls the same is happening. It started with one user this morning, then a couple of hours later the next and now it is happening to them all. Any assistance is much appreciated...
From that screen shot, it looks to me like the column width for the Actions and Tree has become very wide. Try making console a window and see if you get a horizontal scroll bar at the bottom. If you do, scroll right and you might find the incident form. If you do, drag the width back.
It's just a hunch!
Thanks for your quick reply. I have tried that but it does not give you any scroll bars and we are unable to size the window. It happened to one users approx 10.30am then the next at approx 12.30 and now the final user at approx 2pm. When I log in it is ok.....just now.....
Keep us posted on what happens. I know the support guys will have picked up your comments, so if you continue to get this, update the thread and I'm sure they'll contribute as required.
It is still happening when the service desk are trying to either raise new calls or view historical calls. When I log in it is ok for me just now, but I am sure like what happened to them, I will get the same view.
We had 1 user who continually had this happening to them. From memory I think it was to do with the OS screen display settings (Windows 7 in this users case). We ended up deleting everything for that user in the tps_application_user_setting table which reset all the windows back to the default settings.
I'm assuming this is in your live enviroment so as always make sure you have a backup and test it out on one user first (ideally in your test enviroment if you can replicate it in there).
The above is correct, there is a problem record for the issue:
5364 - Panel widths in Console continuously increase when the PCs DPI setting is changed
There is also a workaround in the following community article, also setting to dpi settings back to default should stop this reoccurring:
Is it possible to raise this with your support provider quoting the above problem reference number above.