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

USD – What is the Context, Global and Session

In Unified Service Desk, there are several areas where data is stored that helps with the functioning of the application. If we open USD and go to the Debugger, we can see, depending on where we are in the application, different areas such as Context, Global and Session store different replacement parameters. These are useful for different reasons such as: Creating URLs through substituting a string Specifying strings for entity … Continue reading USD – What is the Context, Global and Session

USD – Create a UII Application from Scratch

In this post, we will look at creating a new UII application from scratch, that will be used in USD. The UII application will be a Windows Forms application, where we can add fields, add any business logic, and ultimately update the $Context in USD as well as be notified when another application updates the $Context. In Visual Studio, go to File->Next Project and select UII Windows Forms Hosted Control: … Continue reading USD – Create a UII Application from Scratch

Unified Service Desk Patterns

In Unified Service Desk, there are several scenarios you may encounter, especially when integrating with other applications. Here we will look at various ways to deal with different scenarios. Scenario Pattern You need to integrate USD with a website/web application. You do not have the source code or cannot change the source code. Create a UII Web Adapter You need to integrate USD with an external application. You do not … Continue reading Unified Service Desk Patterns

USD – Opening Multiple Records

In Unified Service Desk, users can select a Dynamics 365 record, which we can set up to open in its own hosted control. For example, if a user selects a Contact, we can open that contact in a “Contact” hosted control. However, what if we would like to open multiple tabs of Contacts? For example, in USD we have a list of contacts: Selecting one contact opens the contact tab: … Continue reading USD – Opening Multiple Records

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