Software + Imagination
In Unified Service Desk, there is the concept of sessions. When a user logs into USD, they are in a global session. The user can then, say, click on a record for a customer or a case and it will open it’s own session. Let’s follow our previous example to see how this is done. From the USD dashboard, click to open a case: The case opens in its own session, as … Continue reading Unified Service Desk Sessions
There will be cases where you need to deploy USD from one environment to another, e.g. when you are moving customizations from your development environment to your production environment (or environments in between!). We will go through the steps to do this. Firstly, we will need the Configuration Migration tool, which is located in the CRM SDK. If you do not have the CRM SDK installed, you can download it here. In … Continue reading Unified Service Desk Customization Deployments Across Organizations
To install, go to the Dynamics CRM SDK download link at Microsoft: https://www.microsoft.com/en-us/download/details.aspx?id=50032 Select the UII download link: Launch the installer: Extract to a folder. Note the USD Develope Guide.chm: And UII Developer Guide: And UII Deployment Guide: Under the folder UII\USD Developer Assets\USD Configuration Tool Schema you will find the USDDefaultSchema.xml.
Adding a submenu to a USD hosted control is simple. To do this, first create a menu. Go to the USD configuration and go to Toolbars. Create a new toolbar and save to unlock the Buttons: Add a new button and name it Save. Add a new Action and name it Test Hosted Control Save. The Action here on the Test Hosted Control will be Save. We now have: A toolbar with … Continue reading Adding a Submenu to a USD Hosted Control
In my previous post I discussed created custom hosted controls in USD. Now I will discuss creating custom actions for those controls. When the USD custom code runs, it calls the DoAction procedure. Within the args passed is an Action property: As can be seen from the sample code, we can check for which action is called from USD and write code accordingly: The action needs to be set up in … Continue reading Custom Actions in Unified Service Desk
USD has the flexibility to create custom hosted controls. Here are the steps to do this. Download and install the Unified Service Desk templates for Visual Studio from the Microsoft website here:Â https://marketplace.visualstudio.com/items?itemName=DynamicsCRMPG.MicrosoftDynamicsCRMSDKTemplates Open Visual Studio. Create a new project, and under the CRM SDK Templates, select Unified Service Desk. Select UII WPF Hosted Control: This will create a project in Visual Studio like below: Expand the references. Note there are … Continue reading Creating and Debugging a Unified Service Desk Custom Hosted Control
When USD is installed, by default it installs the client in the location: C:\Program Files\Microsoft Dynamics CRM USD\USD Here you will see the executable file to launch USD – UnifiedServiceDesk.exe: Opening the UnifiedServiceDesk.exe, you will firstly see the USD version screen: Followed by the login screen:
Global Manager is a hosted control that is core to USD. When USD is started, the global manager reads all the configuration settings required to run USD. There are some events that run with Global Manager: DesktopReady SessionActivated SessionClosed SessionDeactivated SessionNew The DesktopReady event runs when USD is opened, and it runs only one time. As such, it is common to put code here to initialize the application. In CRM under USD->Events, … Continue reading Unified Service Desk – The Global Manager
Once USD has been installed (see my earlier post) the next step is to configure it. In Dynamics CRM, you can access the USD setup in Settings->Unified Service Desk: Clicking on Hosted Controls, you can see a list of the out of the box hosted controls: Let’s create a new hosted control. The control will show the start page of Dynamics CRM. Click “New” to create a new hosted control. Give … Continue reading Dynamics CRM Unified Service Desk Setup
The following are steps to install the Unified Service Desk (USD). Go to the Microsoft website to download the USD files:Â https://www.microsoft.com/en-us/download/details.aspx?id=50355 Select files to download. I will download the 64 bit version. Note the USD version is contained in the file names, in this case 2.2.0.755: Run the package deployer. This will deploy USD to your Dynamics 365 server environment: Click continue: This will bring up the package deployer screen. … Continue reading Dynamics CRM Unified Service Desk Install