Category: Unified Service Desk

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

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

In Unified Service Desk, if you have a CTI Generic Listener set up, you can invoke this opening an Internet Explorer window and accessing the port through a URL. You can also pass parameters to the URL. For example, if the USD port is 5000, you can access the URL like below, passing in parameters: http://localhost:5000/?ani=5552221177&dnis=5551112222&ssn=111223344 Open USD, then run this in IE. You will see a blank page: USD … Continue reading Unified Service Desk CTI Screen Pop with IE

In Unified Service Desk, there is a RunScript action that allows us to run JavaScript within USD. Let’s say we want to do something simple such as displaying an alert “Hello World” when opening a hosted control. On loading our hosted control “Dashboard”, which is of type Unified Interface Page, we will add an action to display our message. Go to Settings->Unified Service Desk and click Hosted Controls: Open Incident: … Continue reading Unified Service Desk – RunScript Action

Following on from previous posts, below is a list of Unified Service Desk Best Practices Analyzer recommendations. Note these were run in a test environment and may not reflect the outcomes of what you would see if run in your environments: Hard Disk Space: Enable Automatic Crash Recovery: Client Caching: Process Termination Threshold: Internal WPF Hosting Type: Action Calls in PageLoadComplete Event: Action Calls in DesktopReady Event: Action Calls in … Continue reading Best Practices Analyzer for USD – Recommendations

In a previous post we installed the Unified Service Desk Best Practices Analyzer. Now we will go into the setup. First, we will create a hosted control. Go to Settings->Unified Service Desk: Hosted Controls: Click New: Enter the following configuration for a new hosted control, with: Microsoft.Crm.UnifiedServiceDesk.BestPracticesAnalyser Microsoft.Crm.UnifiedServiceDesk.BestPracticesAnalyser.BestPracticesAnalyserControl Note the hosted control assembly should exist in the USD client of the USD version that supports the Best Practices Analyzer. You … Continue reading Best Practices Analyzer for USD – Setup and Using

The Best Practices Analyzer for Unified Service Desk analyzes a USD installation for: Unified Service Desk hosted controls, events, actions etc System Configurations such as computer hardware, USD version IE settings To install Best Practices Analyzer (BPA), go through the following steps. First, run the USD package deployer: Select Unified Service Desk – Best Practices Analyzer: Click Next: Click Next: Click Next: Click Next: Click Finish: In a future post … Continue reading Best Practices Analyzer for USD – Install

In USD, there is an option on a hosted control to determine if the control is “dynamic” or not, by setting the “Application is Dynamic” property. What this means, is if the hosted control is not set to Dynamic, then when USD opens it will automatically open the hosted control. If it is set to Dynamic, the configuration will determine when to open the hosted control. For example, in the … Continue reading Unified Service Desk – Application Is Dynamic

In this post we will upgrade to USD 3.3. Below, under Settings->Solutions, we can see the versions for the USD solution and the UII solution: Download the latest USD package 3.3 package. We will first run the Package Deployer: Run the Package Deployer: Click Continue: And Continue: And select Unified Service Desk – Upgrade: Click Next: Click Next: Click Next: Click Next: Once complete, we will see the solutions have … Continue reading Upgrading to USD 3.3

In Unified Service Desk, users may encounter errors when using USD, such as pages not loading, custom JavaScript not running etc. These errors may be a result of USD caching. To delete the USD cache, first browse out to your appdata folder in Windows Explorer. You can access appdata by typing %appdata% in the Windows Explorer navigation bar, which will take you to the user’s AppData\Roaming folder. Next, delete the following folders, which … Continue reading How to Delete USD Cache to Recover from USD Errors