Category: Unified Service Desk

In this post, we will look at creating a new UII application from scratch, that will be used in USD. The UII application will be a Windows Forms application, where we can add fields, add any business logic, and ultimately update the $Context in USD as well as be notified when another application updates the $Context. In Visual Studio, go to File->Next Project and select UII Windows Forms Hosted Control: … Continue reading USD – Create a UII Application from Scratch

In Unified Service Desk, there are several scenarios you may encounter, especially when integrating with other applications. Here we will look at various ways to deal with different scenarios. Scenario Pattern You need to integrate USD with a website/web application. You do not have the source code or cannot change the source code. Create a UII Web Adapter You need to integrate USD with an external application. You do not … Continue reading Unified Service Desk Patterns

In Unified Service Desk, users can select a Dynamics 365 record, which we can set up to open in its own hosted control. For example, if a user selects a Contact, we can open that contact in a “Contact” hosted control. However, what if we would like to open multiple tabs of Contacts? For example, in USD we have a list of contacts: Selecting one contact opens the contact tab: … Continue reading USD – Opening Multiple Records

There are times in a help desk or call center scenario where the agent may need to search Google in order to find the answer to something. We’re all human! In this post, I will show you how to configure Unified Service Desk (USD) so when a case is opened, the agent will get details from Google search returned into the USD application. First, in the USD configuration in Dynamics 365, create … Continue reading Resolve Issues Faster in Unified Service Desk with Google Search

In Unified Service Desk, you can set the size of a hosted control by calling SetSize and SetVisualProperty. For example, if we launch USD and start a session, we can see the size of the Agent Script hosted control below: Let’s say we didn’t want the control and panel to take up as much space in USD. To do this, we can do 2 things: Set the size of the … Continue reading USD – Setting Hosted Control and Panel Size

In Unified Service Desk, there are several panels in the client application. These panels can be collapsed and expanded through USD configuration. For example, when you open USD, here you can see the left and right panel have been opened: In order to set the defaults, first confirm the hosted control of type panel layout: Next, go to the event you would like to run this from, for example DesktopReady or … Continue reading USD – Expanding and Collapsing Panels

In Unified Service Desk, hosted controls have a property to allow the user to open and close the control. In some cases, you may want to control this so the user does not have this option. Below, I have a hosted control that displays a Dynamics 365 dashboard. You can see there is an X in the hosted control tab, which when clicked on allows the user to close the … Continue reading USD – Stop User from Closing a Tab

To upgrade Unified Service Desk, go through the following steps. First, download the latest Unified Service Desk from the Microsoft link: https://www.microsoft.com/en-us/download/details.aspx?id=50355 Check the files and download: Open the executable (non-Package Deployer). Click Next: Keep the options checked and click Install: You will then get this message: Clicking Settings->About and also the login window will show the new version: In Dynamics 365, we see the following solutions and versions for USD: … Continue reading Upgrading Unified Service Desk

There may be a scenario when you want to open a CRM record from USD in CRM. For example, you select a record in USD and the record is displayed in USD, but you would not like to view the record in a web browser as a Dynamics CRM record. Let’s go through how to do this. We will create a new toolbar button that will allow the user to open the … Continue reading Open CRM Record in USD as Popup in Webpage

Let’s say you search for a record, and you want to display that record in a session. Here’s how to do it. Firstly, the search is an entity itself that is a CRM page. When you click on a Search record, a routing rule (Windows Navigation Rule) takes place. The routing rule is called Search Default and runs on the Search entity. There is no “to” entity so it is the default … Continue reading USD – Open an Entity from Search