Category: Unified Service Desk

When building USD apps, it is easy to get lost in finding which actions are used where. This can be particularly problematic when looking at the USD debugger trying to understand a configuration that someone else set up. Or, you want to make changes to an action call but aren’t sure if it is used by other areas of the system. Let’s look at how we can use the Related … Continue reading Find N:N Related Records in Unified Service Desk with Related Records Analyzer

In Unified Service Desk, we can set the default Unified Interface app, so when a user logs into USD, they are automatically taken to the app. Let’s look at how to do this. Let’s first create 2 apps. Go to /apps in your org and create a New App: The first app we will call UciApp1: Which has Accounts: Save and Publish. The 2nd app we will call UciApp2: Which … Continue reading Setting the Default Unified Interface App in Unified Service Desk

Unified Service Desk handles CTI calls that listen to http://localhost:5000 by default. We can change the port through configuration in the USD server. However, what if instead of looking for localhost, we would like USD to recognize 127.0.0.1? I ran into this scenario recently when dealing with some telephony software that could use 127.0.0.1 but not localhost. In this post, we will look at how to set this up in … Continue reading How to Use 127.0.0.1 in USD CTI Calls

When opening Unified Service Desk, you may come across the error “The hosted application KPI couldn’t be created” and it refers to the UnifiedServiceDesk.KPIControl.KPI, saying the file does not exist: In the USD configuration, we can see the Demo Customizations customization file is showing no ZIP file being uploaded: And the KPI hosted control points to the assembly it is looking for: To resolve this, let’s install the Web Client … Continue reading KPI Control Error When Opening USD

In Unified Service Desk, when a user selects a record from a list of records, it’s useful to know which record was selected if you want to route the record in a specific way. Let’s go through an example of what this means and how we can use Entity Search in Windows Navigation Rules to do this. Below I have a list of Contacts in an Account record in USD: … Continue reading Using Entity Search in Windows Navigation Rules to Get the Selected Record in USD

In this post, we will look at Unified Service Desk Event Parameters that can be used to help with building business logic into your USD apps. Event Parameters are parameters that are populated as a result of a USD event occurring. When used with action calls when events run, they can be used like other parameters in USD. Let’s look at how they work. In my USD environment I have … Continue reading Using USD Event Parameters To Help With Business Logic

In a previous post we looked at setting the default zoom level of Chrome Process pages for all users in an organization. However, we may want individual users to control the zoom level of pages themselves. To do this, go to the location your USD is installed (E.g. C:\Program Files\Microsoft Dynamics CRM USD\USD) and open the UnifiedServiceDesk.exe.config file in notepad: Find the AppSettings section: We’re going to add a new entry in … Continue reading Setting Default Zoom Level for Chrome Process Pages Per User in USD

In Unified Service Desk, we can create a new entity using the New_CRM_Page action call. When we run this command, we can default fields on the new record. Setting these fields is pretty simple. Let’s look at how to set lookups and option sets fields. Let’s say we want to create an Account record and set the Relationship Type option set and the Product Price List lookup fields: Relationship Type: … Continue reading Setting Lookup and Option Set Fields in USD Forms Using New_CRM_Page

In Unified Service Desk, we can add images to buttons to help with the user experience. Let’s add buttons to the toolbars in the main USD app and in the session, on the Search button and Associated Contact button: First, let’s use icons that are available in the system. In Customizations, let’s use the msdyn_DetectAll_16 and msdynEntityNumeric icons, which we can see are uploaded as PNG images: Next, navigate to … Continue reading How to Use Images in USD Toolbar Buttons

I recently went through an upgrade of Dynamics 365 and Unified Service Desk that consisted of the following: Upgrading Dynamics 365 Web Client to Unified Interface Upgrading Unified Service Desk 4.0 to 4.1 Changing Unified Service Desk Hosted Controls from IE Process to Chrome Process There were several moving parts to the upgrade. In this post, I will talk through some of the tasks and challenges from a USD perspective. … Continue reading Lessons Learned Upgrading to USD 4.1, IE Process to Chrome Process and Web Client to Unified Interface