Hello i found that : it solved my issue thanks anyways
C:\Program Files\Hewlett-Packard\OpenView\service desk 4.5\ EMEA-PRD\data\ (for EMEA instance) Then, please delete below mentioned files: â ¢ Cache Directory. â ¢ Console.ATB â ¢ Forms â ¢ ShortcutBar â ¢ Srv â ¢ USER
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Go to: Tools--> Options-->Advanced--> Select purge cache on exit, Apply-ok.