Category: Unified Service Desk

Below is a list of Unified Service Desk entities and lookups, if you need to find them in Advanced Find or migrate the data to other environments: msdyusd_answer – Agent Script Answer msdyusd_task – Agent Script Task msdyusd_agentscriptaction – Action Call msdyusd_agentscripttaskcategory – Agent Script Task Category msdyusd_configuration – Configuration msdyusd_customizationfiles – Customization File msdyusd_search – CTI Search msdyusd_entitysearch – Entity Search msdyusd_uiievent – Event msdyusd_entityassignment – Entity Type msdyusd_form … Continue reading Unified Service Desk Entities and Names

In Unified Service Desk, we have the ability to call Events from JavaScript. Here we will go through an example. In our USD, when an Incident is selected from a Dashboard, it starts a new session. Let’s say when an incident is opened, and the user enters something in the description field. For example, if the title of the incident is “User cannot log into CRM”, the agent might type … Continue reading Call an Event in USD from JavaScript

In Unified Service Desk, there are 2 actions that deal with CRM pages – New_CRM_Page and Open_CRM_Page. Here we will go through an example of using each of these. In our example, in USD when we click on a contact record, a session starts. We will add 2 actions to the BrowserDocumentComplete event of the contact. The first action will be New Lead. When a contact record loads, we will … Continue reading New_CRM_Page and Open_CRM_Page in USD

Hosted Controls in USD are .NET components, external applications, Dynamics 365 or external web pages that arer hosted within the USD application. They are one of the primary elements of USD. Let’s take a look at some hosted controls installed in the USD application. Go to Settings->USD and select Hosted Controls: You will see a list of controls: With the ability to change the view to display other hosted control … Continue reading USD Hosted Controls

There are a few ways to find out the Unified Service Desk version that is installed. For the Client, in Windows under Programs and Features, you will see Unified Service Desk. To the right, you will see the version number: Also, logging into USD will display the USD splash screen with the version number: After logging in, you may have the option to open the About window. To do this, … Continue reading Finding the USD Version

In USD, the CTI generic adapter port defaults to 5000. So, if you start USD and send a request by putting the following in a web browser, assuming you have CTI properly configured. IE: USD Debugger: To change the port from 5000, go to USD Settings->Options: Create an option: Name = GenericListener Value = your new port, e.g. http://localhost:5000 Restart USD. Now if you try to access the 5000 port, … Continue reading How to Change the CTI Port in Unified Service Desk

In Unified Service Desk, the out of the box Left and Right panel are not resizable to the USD user. I.e. if they zoom over the divider with their cursor, they will not be able to resize the panel in real-time: To allow the user to do this, we can change the USD panel layout. Go to Unified Service Desk configuration in Dynamics 365 and Hosted Controls. Select Custom Panel: … Continue reading Resizable USD Panels with WPF Splitter

We will continue on from a previous post to show how to use SetWindowPos. In our app, we are embedding a console app into WPF. However, we are not setting the window position, so it defaults to where the window is:   To set the position, use SetWindowPos. We will set the coordinates to 0, 0 and use Win32API.SWP_NOSIZE to ensure the window isn’t resized: Win32API.SetWindowPos(cmdProcess.MainWindowHandle, Win32API.HWND_TOP, 0, 0, -1, -1, … Continue reading Win32API SetWindowPos Example

In this post we will look at how to embed a Console App into a WPF application. We will do this utilizing the Microsoft User Interface Integration Framework, which is used with Unified Service Desk integrations. In this example we will work outside of USD, but this can be also applied to USD. Create a new WPF App project: You will see: Add the assemblies: WindowsFormsIntegration System.Windows.Forms Note the default … Continue reading Embedding a Console App in WPF with WinAPI, UII and Windows Forms Integration

To check from JavaScript if Dynamics 365 is being accessed from within the USD application or not within the USD application, use the window.IsUSD property. For example, if we add the code: And run it within Dynamics 365, we will see: And in USD: