Category: Unified Service Desk

The Unified Service Desk SetWindowProperty action allows you to set the Window state of a USD application. To use it, we will create an action that runs off DesktopReady, so it will run with USD loads. Go to DesktopReady: Create a new action call. Note the options for SetWindowProperty are: maximized minimized normal We will be setting USD to be maximized on load: Start USD. It will now be loaded … Continue reading USD – SetWindowProperty Action

Unified Service Desk contains functionality for Computer Telephony Integration (CTI). Here we will go through an example of using the USD Generic Listener with a sample application to simulate an incoming phone call. To set up the generic listener, go to USD in Dynamics 365 and create a new Hosted Control. To install the phone call simulator, go here and download the Sample CTI application: Extract the files, and you will … Continue reading Using the Unified Service Desk Generic Adapter for CTI

In Unified Service Desk, the Pause action pauses the execution of an action without blocking message processing. This is useful if you are waiting for the application you are integrating with to complete a task. Here we will go through an example of using this. Let’s say we have a hosted control of type CRM Page. We would like to display a web page, wait for 10 seconds, then display … Continue reading Unified Service Desk – Pause Action

In Unified Service Desk, after you create customizations such as custom hosted controls, you will need to deploy these to each USD workstation so every user has the latest code. You could do this manually, copying the code to each workstation, or you could take advantage of the automated customization deployment functionality within USD. First, go to https://blogs.msdn.microsoft.com/usd/2015/11/19/customization-files-in-unified-service-desk/ and download the USDCustomizationPackageCreator.zip file. Note this is an unsupported method of generating the customization … Continue reading Deploying USD Customizations to Client Workstations

In Unified Service Desk, the MoveApplicationToPanel action allows you to move a hosted control to a particular panel. For example, here we have a hosted control called contact, in the MainPanel: If we want to move this to the RightPanel, we can call in the Debugger: This moves: And the LeftPanelFill:  

In Unified Service Desk, you may have issues logging into the USD client and connecting to the server. There are some reasons this may happen that we will look at. Account or Password Issue The first reason may be an account or password issue. Confirm your username and password are correct by logging into Dynamics 365 through a URL (non-USD). User Permissions Confirm you have sufficient permissions to access USD and … Continue reading Troubleshooting Issues Logging into USD

After installing the Unified Service Desk client, there are several folders in the system. AppData\Roaming\Microsoft\USD This directory holds the USD configuration information for the client. The Default_USD.config file looks something like the following: The tokens.dat file looks something like: You may also see files looking like: ID_USDUSRProfile_1234.usdPrf If you run into issues logging in, you may want to rename this directory. It will be recreated on login. AppData\Roaming\Microsoft\Microsoft Dynamics® 365 … Continue reading Unified Service Desk – Client Folders

In Unified Service Desk, there are some actions that assist with queues. The first is LookupQueueItem. Let’s say we have a case that is part of the queue “Support”: As part of USD, we can call an action to get the Id of the queue item. To do this, pass the following parameters to LookupQueueItem: Id=FDA93807-4EF3-E711-80F2-3863BB2E34E8 EntityType=case After running this, the CRM Global Manager#queueitem is created, with the Id of … Continue reading USD – LookupQueueItem and WorkOn Actions

In Unified Service Desk, there is an action to create an entity record and delete an entity record. For example, we have an Account hosted control that opens when in a session: Let’s say we want to create a new contact for this account. To do this, we will use the debugger, though we can also call this as an action. Select CreateEntity as the action, and then: LogicalName=contact firstname=David … Continue reading USD – CreateEntity, DeleteEntity, UpdateEntity Actions

In Unified Service Desk, CloseActive closes the active hosted control in the tab specified. For example, if we have a tab contact open in the LeftPanelFill, we can call CloseActive to close the active hosted control in the LeftPanelFill: