Category: Unified Service Desk

In Unified Service Desk, the RunXrmCommand command allows Dynamics 365 SDK JavaScript to be injected into a 365 form. For example, let’s say a Case is opened in a session in USD. Let’s say the description is blank and we would like to populate it: To do this, we can create an action in USD: Open USD and this field will be populated:  

Subactions in Unified Service Desk are actions within actions. They are useful if you want to tie actions to a certain action. For example, let’s say every time a dashboard hosted control is loaded, you would like 2 other hosted controls loaded, which are web pages for Google.com and Bing.com. You could create an action that loads the dashboard hosted control, and have another 2 actions that load the search … Continue reading Unified Service Desk – Subactions

In Unified Service Desk, there is an event called Refresh Requested. In this post we will look at how to use it. Let’s say you are on the Contact page the Refresh action is run. If we have not saved changes to the record, we may want to automatically save it before the refresh is run. Go to Unified Service Desk configuration and select the Contact record: Open Events: Select … Continue reading USD – RefreshRequested Event

Let’s say you would like to close a Dynamics 365 activity through USD. There is an action in the CRM Global Manager called CloseActivity that makes this very easy. Let’s say we have the following activity in Dynamics 365, which is of type Phone Call: We can set the state and  status code/reason based on the values here: State/State Code Status Code/Reason 0 : Open 1 : Open 1 : … Continue reading Unified Service Desk – CloseActivity Action

In USD, when a new session is opened, the user by default sees the words “New Session” on the tab: Under our Context parameters, we can see there is a SESSIONNAME parameter, which is blank: We can set this parameter when a session opens by creating a new Session Line of type Session Name. Here we are setting the title to be the title of the case that is loaded … Continue reading Setting Session Name in Unified Service Desk

In Unified Service Desk, you can set the size of a hosted control using the SetSize action. To demonstrate this, we will set the size of a Dashboard hosted control of type CRM Page that loads when USD loads. Create an action call using the SetSize action. You can see we need to provide the width and height. If we set the width and height to something small so we … Continue reading USD – SetSize

The CopyToContext action in USD allows you to copy data and variables to the context. For example, in the debugger, we can see several context replacement parameters: We can select the CopyToContext action from the CRM Global Manager in order to override the existing activitiescomplete parameter. We will change it from false to true. Refreshing the variables shows the new value: We can also create new parameters this way, in … Continue reading Unified Service Desk – CopyToContext Action

Panel Layouts are a type of hosted control in USD that defines the arrangement of panels, which is the layout of your USD application. Selecting Unified Service Desk->Hosted Controls, you can see we have a Panel Layout hosted control defined: Selecting the panel, you can see the XAML associated with the layout: Within the XAML, you can see panel types such as USDTabPanel, USDDeckTabPanel, USDStackPanel, USDCollapsePanel, USDPopupPanel, and panels, including: MainPanel LeftPanelFill RightPanel … Continue reading Panels and Layout in USD

When running the USD package deployer, you may run into this issue where you enter your Dynamics 365 credentials and click Login, only to be brought back to the same login page. One reason this can happen, is you are connecting to a Dynamics 365 organization that does not support the current USD version. To confirm this, ensure your USD version is compatible with your Dynamics 365 version.

In USD, the LaunchURL action is a part of the CRM Global Manager, that launches a URL outside of USD. For example, you could create an action that launches a webpage such as google.com: This opens in a web browser: The URL is entered into the data field. This may be useful if you would like to open a web page from a menu, for example.