USD – Create Entity

In USD, there is an action call that creates an entity in CRM. Let’s go through an example of how to use it. In this example we will show how to clone an account record. Create a new Action Call. Set the hosted control to CRM Global Manager and the Action to CreateEntity. Note we are setting in the data field what entity to create (account) and passing name value pairs for … Continue reading USD – Create Entity

USD Session New

Session New is an event that is part of the CRM Global Manager hosted control. A typical sequence of events is: User selects a link in USD USD determines if there is a Window Navigation Rule associated with the from entity clicked and the to entity. Or, if there is a navigation rule from blank entity to blank entity If there is, and the result is Create Session, then Perform the actions associated … Continue reading USD Session New

USD User Security

Unified Service Desk security is controlled through the Dynamics CRM application. You can read more about Dynamics CRM security in this post here. Once USD is installed, you will see four new roles defined: UIIAdministrator has the rights: UIIAgent: USD Administrator: USD Agent: To access USD, a user will need access to a combination of these security roles, such as: UIIAgent and USD Agent USD Administrator If a user logs in … Continue reading USD User Security

Unified Service Desk – Default Action

Most Unified Service Desk controls have a “default” action. This action performs an action called default. In cases where the control does not have a default action, running this action will load the control. For example, let’s say we have a custom hosted control called “Dashboard” of type CRM page. We can run the default action from the debugger: This will open the hosted control:  

Unified Service Desk – Navigate Action

In Unified Service Desk, we can use the Navigate action to navigate in our controls. For example, let’s say we have a control that displays a CRM Page, called Dashboard: The control shows as empty as we have not specified the page to load. The Navigate action specifies the URL to navigate to: Or to a webpage:  

CRM Page Call Actions from Debugger

The CRM Page hosted control is a type of hosted control in USD. The control contains several predefined UII actions. Here we will go through using the control and using some of these UII actions. Let’s take a look at the Account hosted control in our application. This control is invoked when an account is selected from the Search control.  USD knows the selection is an account and uses windows routing rules to determine … Continue reading CRM Page Call Actions from Debugger

Unified Service Desk – Close Action

In Unified Service Desk, one of the actions associated with a hosted control is the Close action. This action is useful if you would like to close a hosted control that has been loaded. For example, in the case below, we have a custom hosted control that displays dashboard in a tab: To close this, we can run the Close action. We can do this from the Debugger, or anywhere … Continue reading Unified Service Desk – Close Action

Uninstalling the USD Client

To uninstall the Unified Service Desk client, go through the following steps: Browse out to Programs and Features: Find Unified Service Desk Setup Support Files: Click Uninstall. You will see below, click Uninstall again: Click Yes: USD client is now uninstalled. Browse out to the folder in Windows where USD was originally installed, usually: C:\Program Files\Microsoft Dynamics CRM USD\USD C:\Program Files (x86)\Microsoft Dynamics CRM USD If this directory still exists, … Continue reading Uninstalling the USD Client

Unified Service Desk Sessions

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

Unified Service Desk Customization Deployments Across Organizations

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