USD – User Settings, ReadSetting, SaveSetting

In Unified Service Desk, there are user settings which can be referenced at run time. To set up user settings, go to Unified Service Desk->User Settings: Click New to add a setting: From here, enter the user that this setting should apply to, and a name and value: For example: Now, when you start USD, you will see the settings for this user under $Settings (this will not exist if … Continue reading USD – User Settings, ReadSetting, SaveSetting

USD – ExecuteOnDataAvailable Action

In Unified Service Desk, the ExecuteOnDataAvailable action allows you to wait until data becomes available before executing a subaction. For example, let’s say we want to display a webpage of a map of a zip code if the contact’s zip code is populated. To do this, first confirm if the UII action ExecuteOnDataAvailable exists for your hosted control, and if not, create it: Next, create an action call. The ExecuteOnDataAvailable action … Continue reading USD – ExecuteOnDataAvailable Action

Unified Service Desk – ExecuteOnExpressionTrue Action

The ExecuteOnExpressionTrue action in USD is useful if you would like to check conditions before executing actions. For example, let’s say we have a navigation rule that opens a contact. If the contact’s city is New York, we want to open a website for the nyc.gov. To do this, we will create an ExecuteOnExpressionTrue action on opening of the contact (BrowserDocumentComplete event). The ExecuteOnExpressionTrue does not exist for this contact entity, so we … Continue reading Unified Service Desk – ExecuteOnExpressionTrue Action

Unified Service Desk – Entity Search

In Unified Service Desk, there is the concept of Entity Search. These allow you to query Dynamics 365 through FetchXml in order to retrieve data. You can use Entity Search in Windows Navigation Rules and in the DoSearch action of the CRM Global Manager. You can also call Entity Search through code. Entity Search is useful to retrieve data that is not currently on the USD form, but exists in … Continue reading Unified Service Desk – Entity Search

USD – SetWindowProperty Action

The Unified Service Desk SetWindowProperty action allows you to set the Window state of a USD application. To use it, we will create an action that runs off DesktopReady, so it will run with USD loads. Go to DesktopReady: Create a new action call. Note the options for SetWindowProperty are: maximized minimized normal We will be setting USD to be maximized on load: Start USD. It will now be loaded … Continue reading USD – SetWindowProperty Action

Using the Unified Service Desk Generic Adapter for CTI

Unified Service Desk contains functionality for Computer Telephony Integration (CTI). Here we will go through an example of using the USD Generic Listener with a sample application to simulate an incoming phone call. To set up the generic listener, go to USD in Dynamics 365 and create a new Hosted Control. To install the phone call simulator, go here and download the Sample CTI application: Extract the files, and you will … Continue reading Using the Unified Service Desk Generic Adapter for CTI

Unified Service Desk – Pause Action

In Unified Service Desk, the Pause action pauses the execution of an action without blocking message processing. This is useful if you are waiting for the application you are integrating with to complete a task. Here we will go through an example of using this. Let’s say we have a hosted control of type CRM Page. We would like to display a web page, wait for 10 seconds, then display … Continue reading Unified Service Desk – Pause Action

Deploying USD Customizations to Client Workstations

In Unified Service Desk, after you create customizations such as custom hosted controls, you will need to deploy these to each USD workstation so every user has the latest code. You could do this manually, copying the code to each workstation, or you could take advantage of the automated customization deployment functionality within USD. First, go to https://blogs.msdn.microsoft.com/usd/2015/11/19/customization-files-in-unified-service-desk/ and download the USDCustomizationPackageCreator.zip file. Note this is an unsupported method of generating the customization … Continue reading Deploying USD Customizations to Client Workstations

USD – MoveApplicationToPanel Action

In Unified Service Desk, the MoveApplicationToPanel action allows you to move a hosted control to a particular panel. For example, here we have a hosted control called contact, in the MainPanel: If we want to move this to the RightPanel, we can call in the Debugger: This moves: And the LeftPanelFill: