Unified Service Desk Blog and eBook

Unified Service Desk Blog

Welcome to my Unified Service Desk eBook and Unified Service Desk blog.

Here you will find many articles, blog posts and how-tos I have written to help you learn, implement and understand USD.

Please reach out if you have any feedback.

Contents

  1. Installation
    1. Installing USD
    2. Installing UII
    3. Upgrading USD
    4. Upgrading to USD 3.3
    5. Installing USD 3.3 – Unified Interface
    6. Installing Unified Service Desk 4.0 Client Server
    7. Upgrading USD to 4.1
    8. Uninstalling USD Client
    9. Uninstalling Unified Service Desk Solutions
    10. Package Deployer Unable to Login
    11. Client Folders
    12. Lessons Learned Upgrading to USD 4.1, Unified Client, Chrome Process
  2. Setup
    1. Setting up USD
    2. USD Client
    3. Finding the USD Version
    4. Troubleshooting Issues Logging into Client
    5. Best Practices Analyzer – Install
    6. Best Practices Analyzer – Setup and Using
    7. Best Practices Analyzer – Recommendations
    8. Preventing URLs from Opening Outside USD
    9. Recovering Crashed IE Pages
    10. Migrate from Web Client to Unified Interface with Migration Assistant
    11. TLS 1.2
  3. Concepts
    1. Sessions
      1. Session New
      2. Setting Sesion Name
      3. Creating a New Session from a Toolbar Button
    2. Global Manager
    3. Global Manager Actions and Events
    4. Hosted Controls
    5. Panels and Layout
    6. $Context, $Session, $Global Replacement Parameters
    7. Using USD 3.3 Unified Interface
    8. Unified Interface Page vs CRM Page
  4. Configuration
    1. Submenus
    2. Adding a CRM dashboard or Webpage
    3. Session Lines
    4. Agent Scripts
    5. Window Navigation Rules
    6. Toolbars
    7. Setting Control and Panel Size
    8. Stop User from Closing a Tab
    9. Expanding and Collapsing Panels
    10. CTI Generic Adapter
    11. CTI Screen Pop with IE
    12. Change the Default CTI Port
    13. Sub Actions
    14. Entity Search
    15. Split Layout to Display Multiple Controls
    16. Opening Multiple Records
    17. Snippets
    18. Custom Shortcut Keys on Action Calls
    19. Default Navigation Rule to do Nothing for InPlace and Popup
    20. Activity Reminders
    21. Application is Dynamic
    22. Chrome and Edge Support
    23. Hiding Navigation and Command Bar
    24. Max Number of Sessions
    25. Default Zoom Level Per Organization
    26. Default Zoom Level Per User
    27. UII Actions and Events
      1. Default
      2. Close
      3. Navigate
      4. LaunchURL
      5. RunXrmCommand
      6. RunScript
      7. Pause
      8. CopyToContext
      9. CloseActivity
      10. SetWindowProperty
      11. SetSize
      12. ShowAbout
      13. DisplayMessage
      14. CopyToClipboard
      15. MoveApplicationToPanel
      16. ExecuteOnExpressionTrue
      17. New_CRM_Page and Open_CRM_Page
      18. Default Option Set and Lookup Fields in New_CRM_Page
      19. CloseActive
      20. CreateEntity, DeleteEntity, UpdateEntity
      21. LookupQueueItem, WorkOn
      22. ExecuteOnDataAvailable
      23. ReadSettings, SaveSettings
      24. IsAppLoaded
      25. FireEvent
      26. RefreshRequested
      27. ShellExecute
      28. InvokeCTI
      29. ClearDataParameter
  5. Development
    1. USD Patterns
    2. USD SDK
    3. Visual Studio – UII and XRM Tooling NuGet
    4. Creating and debugging a Custom Hosted Control
    5. Creating a USD Custom Hosted Control VS 2017 and NuGet
    6. Custom Actions in USD
    7. USD Website Integration
    8. Open CRM Record in USD as Popup in Webpage
    9. Visual Studio Templates
    10. Open an Entity from Search
    11. CRM Page Call Actions from Debugger
    12. Integrate with Google Search
    13. Using Create Entity Action Call
    14. Windows Forms Hosted Controls
    15. Replacement Keys
    16. Fire Event in Custom Hosted Controls
    17. Call Event in USD from JavaScript
    18. JavaScript window.IsUSD
    19. Create a UII Application from Scratch
    20. Accessing Context Parameters
    21. Resize USD Panels with WPF Splitter
    22. Toolbar Visible, Replacement Parameters and Keys
    23. Calling JavaScript Functions in Unified Interface Pages
    24. Creating a Custom Layout in USD
  6. User Interface Integration (UII) Development
    1. Embedding a Console App in WPF
    2. Moving a Window with Win32API
  7. Deployment
    1. Deploying customizations across Organizations
    2. Deploying Customizations to USD Client Workstations
  8. Security
    1. User Security
    2. IE Settings to Prevent IE Windows from Opening
  9. Performance
    1. Caching
  10.  Troubleshooting
    1. Introduction
    2. Logging in USD
    3. Logging Custom Hosted Controls with TraceLogger
    4. Debugger Shortcut Key
    5. Open Current Tab in IE Browser
    6. Error Creating an Instance with CLSID IClassFactory Shutdown Error in USD
    7. Delete USD Cache to Recover from Errors
  11. Appendix
    1. Resources
    2. Versions