USD – ShowAbout Action

In Unified Service Desk, there is an action called ShowAbout. The purpose of this action is to show the about page, which contains various information about USD and Dynamics 365. Here we will create an action call that will show the about menu when USD loads. Typically, you may want to run the action from an “About” menu option. Create the action below. Note there are no data parameters: Add … Continue reading USD – ShowAbout Action

Create a USD Custom Hosted Control with VS 2017 and NuGet

To create a USD custom hosted control, first create a new Class Library project in Visual Studio: This will create the project: Delete the Class1.cs. Add the packages through NuGet: Now, add a new WPF Form: You will now see: Go to the code view of the control. Add: using Microsoft.Crm.UnifiedServiceDesk.Dynamics; Change the public partial class to use DynamicsBaseHostedControl: Change the control type to be DynamicsBaseHostedControl: Drag a button onto … Continue reading Create a USD Custom Hosted Control with VS 2017 and NuGet

USD – CopyToClipboard Action

The CopyToClipboard action in USD allows data to be copied to the user’s clipboard. As an example, we will create an event on opening USD to copy the user’s name to the clipboard: We are passing the data parameter of the user’s full name: data=[[$User.fullname]g] append=false Now, when we open USD, if we also open a notepad and paste into it, we can see the user is in the clipboard: … Continue reading USD – CopyToClipboard Action

USD – DisplayMessage Action

In USD, there is an action called DisplayMessage. This action displays a message box to the user. For example, if we create an action on DesktopReady to display some text, note we can provide the actual text of message box and the caption: When USD loads, you will see the message:  

Logging a Unified Service Desk Hosted Control with TraceLogger

Unified Service Desk comes with different kinds of logging. You can see this logging in the UnifiedServiceDesk.exe.config file under switches: You can also implement logging in your custom hosted controls. Here we will go through how to set this up. First, create a new custom hosted control: Open the USDControl.xaml.cs. You will see a template for adding custom logging. We will add some test lines of code to write to … Continue reading Logging a Unified Service Desk Hosted Control with TraceLogger

USD FireEvent in Custom Hosted Controls

In Unified Service Desk, custom hosted controls can fire events in USD through code. Here we will look at how to use this functionality. In this example, we will create a custom hosted control that displays information about a case selected in USD. We will then simulate updating the case from our custom hosted control using the FireEvent method in the control to call an event in USD. Create a … Continue reading USD FireEvent in Custom Hosted Controls

Resolve Issues Faster in Unified Service Desk with Google Search

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

USD – Expanding and Collapsing Panels

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

USD – Stop User from Closing a Tab

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