Category: Unified Service Desk

Unified Service Desk – The Global Manager

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

Dynamics CRM Unified Service Desk Setup

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

Dynamics CRM Unified Service Desk Install

The following are steps to install the Unified Service Desk (USD). Go to the Microsoft website to download the USD files: 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

Unified Service Desk (USD) SDK

For Dynamics 365 Unified Service Desk, there is no specific Software Development Kit. There are however 2 components that essentially make up the SDK: UII SDK USD Developer Guide online The UII SDK contains several USD documents and code, including the USD Developer Guide: And sample USD controls: Plus USD Developer Assets:  

Introduction to Troubleshooting USD

There are several issues that could occur when using USD. Here is an overview of how to deal with issues. Turn on logging. From here, you will be able to see verbose messages to determine where the error occurs. You can also write to the USD log files with TraceLogger. Debug. Use the USD debugger to view the error message. From here you will be able to run USD commands through … Continue reading Introduction to Troubleshooting USD