Unified Service Desk – Recover Crashed IE Pages

In Unified Service Desk 3.2 onwards, there is a feature that allows for the recovery of crashed IE pages. The USD team has been making great strides over USD web page stability, as the product becomes more powerful with more and more features added. The scenario here, is an agent is using USD and one of the pages they are on freezes. This can happen if a script on a … Continue reading Unified Service Desk – Recover Crashed IE Pages

Unified Service Desk – Activity Reminders

USD contains a hosted control for Activity Reminders. On opening USD, you will see a reminder icon. Clicking the icon will display the Activity Reminder hosted control: This will display activities where the state code is open or scheduled on or before today’s date for this user: The FetchXML is something like: On clicking on Open Item, the item will be displayed something like below:

Using the Dynamics 365 Unified Interface in Unified Service Desk Client

In a previous post, we installed the Unified Service Desk Unified Interface solution. In this post, we will show how to use the Unified Interface (UI), or Unified Client Interface (UCI) with the USD client. If we sign in to USD after installing the solution, we will see something like below – this is not using the Unified Interface: To activate the Unified Interface in Unified Service Desk, first browse … Continue reading Using the Dynamics 365 Unified Interface in Unified Service Desk Client

Unified Service Desk 3.3 – Installing Unified Interface

With the release of USD 3.3 comes a new hosted control type, Unified Interface Page. This type of control is designed to support the Unified Client Interface (UCI), or Unified Interface, that can be built once to use “anywhere”. To install the USD UI solution, first go to the Microsoft download site:¬†https://www.microsoft.com/en-us/download/details.aspx?id=56841 Click Download: Select the PackageDeployer file and the 32 or 64 bit client for USD you will use: … Continue reading Unified Service Desk 3.3 – Installing Unified Interface

Unified Service Desk – Custom Shortcut Keys on Action Calls

In Unified Service Desk, we can use custom shortcut keys to invoke Action Calls. For example, we have an action call that navigates to a dashboard. We can see the field Shortcut Key on the hosted control: We will use CTRL+T to launch our dashboard: Restart USD, and click CTRL+T. You will see the dashboard open: Note you can also use ALT, CTRL, SHIFT, function keys (e.g. F3).    

USD – FireEvent Action

In USD, we can call the FireEvent action to fire an event in our action call. For example, let’s add a new event to Contact hosted control: Give the event a name, e.g. EventWeWillRun: In the event, we will create an action called DisplayAMessage, that will display some text, e.g. “Event has been called!”: The event should now look like this: With the event created on the contact: Now, let’s … Continue reading USD – FireEvent Action

USD – Scriptlets

In Unified Service Desk, there is a feature called Scriptlets, which are basically JavaScript code snippets / functions that are created once and then called in different areas in USD. In Dynamics 365, go to Unified Service Desk->Scriptlets: You will see a list of scriplets, like below: Selecting an existing scriptlet, we can see in this example, it is a JavaScript function that gets the incident title replacement parameter, gets … Continue reading USD – Scriptlets

USD – InvokeCTI Action

In Unified Service Desk, there is an action to invoke a CTI call. The parameters are: Parameter Description type This is the type of CTI event, such as phone call or chat. appname The desktop manager name to be used for this pop-up simulation. ani The automatic number identification (ANI) or callers phone number. dnis The DNIS or dialed number. All remaining parameters will be passed as parameters to the … Continue reading USD – InvokeCTI Action