Archive
Field value null check in USD
We have configured ‘Session Overview Line’ for ‘Account’ entity which would come as below.
Session-overview-usd
However, for few Accounts, ‘Session Overview Line’ was not loading and it even breaking further USD configurations.
Reason:
- Few ‘Account’ fields specified in ‘Display’ of ‘Session Line’ are Null which prevented ‘Session Overview Line’ load.
Fix:
- Add ‘Null Check’ (i.e., Suffix + operator) while defining fields in “Session Overview Line”.
Session-overview-line-usd
Ex:
Text=”Annual Revenue: [[account.revenue]x+]”
Text=”Account Name: [[account.name]x+]”
Text=”Primary Contact: [[account.primarycontactid.name]x+]”
🙂
Denote an Unsaved record in a Session – USD
We got a requirement to denote an unsaved record with * in a session.
Below is the scenario.
- User opens an Account record in USD
- USD opens a new Account Session
- User clicks ‘Create Task’ link from Agent Script.
- System should display * on ‘Task’ Tab until it gets Saved.
USD – Unsaved Task
It’s very easy to achieve using ‘Scriptlet’.
Add a Scriptlet “SetTaskTitle” and set to the hosted control’s Display name (i.e., [[$Scriptlet.SetTaskTitle]] )
In the “SetTaskTitle” Scriptlet
- if Task.Subject == “”
- Set DisplayName=”Task *”
- Else
- Set DisplayName=”Task.Subject”
USD – Scriptlet
Script Text:
function SetTaskTitle() {
if (“[[task.subject]+]” != “”) {
return “[[task.subject]+]”;
}
else
return “Task *”;
}
SetTaskTitle();
Once the Task gets Saved, Tab name changes to ‘Task.Subject’
USD – Saved Task
🙂
Create an Incoming Phone Call Activity when a Call received from CTI – USD
In one of our requirement, we had to create a new “Incoming Phone Call” activity against the calling ‘Contact’, whenever a call received.
USD – Incoming Phone Call Created
In this article, I am using “CTI Simulator” (Download) to generate an incoming call.
Refer MSDN article contains a Walkthrough on how to
- Catch the phone call (Triggered from Simulator)
- Search ‘Contacts’ in CRM with the ‘Phone number’
- If match found, open the ‘Contact’ in USD.
Open Calling Contact Record in USD
- In USD configurations in CRM, create a “Windows Navigation Rule”, to open a ‘Contact’ record, if there is a Contact with incoming phone number.
- In the Action Call “Show tab for Contact”, we set focus on ‘Contact’ which was opened in USD.
USD – Focus on Contact Tab
Create Phone Call Activity
- Now coming back to our requirement, we need to create an “Incoming Phone Call” for the matched ‘Contact’, which got opened in USD.
- To achieve this, create a Sub Action Call “AC Create Contact Inbound Phone call”, under “Show tab for Contact”.
USD – Sub Action Call To Create Phone Call
- In “AC Create Contact Inbound Phone call”, define a “CreateAction” to create “Phone Call” copying information from “Contact”.
USD – Create Phone Call
- Data:
LogicalName=phonecall
directioncode=Boolean(false)
subject=Inbound Phonecall to [[$User.fullname]]
from=PartyList(er[“contact”,[[contact.Id]+]])
to=PartyList(er[“systemuser”,[[$User.systemuserid]+g]])
phonenumber=[[cti.phonenumber]]
regardingobjectid=EntityReference(contact,[[contact.Id]])
- The ‘AC Create Contact Inbound Phone call‘ action call triggers after ‘Show tab for Contact‘ and a new ‘Phone Call’ gets created.
USD – Created Incoming Phone Call
🙂
‘http://event’ pop-ups with hosted controls of Hosting type ‘IE Process’ – USD
In my USD, I have a hosted control of type “IE Process”.
Hosted Control
Whenever it gets loaded, I was getting “http://event” IE pop-up and its blocking configured events of Hosted control to be triggered.
http://event popup
Reason:
- These popups occur in IE 11
- When the protected mode of IE set to ‘Off’ for the Intranet Zone, which is a default setting of IE.
Fix:
- Either change the “Hosting Type” of hosted control to “Internal WPF” (or)
- ‘Turn On’ the protected mode for the Intranet zone.
Refer this article for more info.
🙂
Trigger USD event from CRM Hosted Control’s Jscript
In one of our requirement we had to trigger a USD Event from CRM Hosted Control’s onchange event of an option set.
Below are the steps to invoke USD event from option set’s ‘onchange’ event.
- Assume your USD event name is “USDOnChange”
USD – Events
- In my CRM Hosted Control’s onchange event placed this statement
function TriggerUSDOnchangeEvent() {
window.open(“http://event/?eventname= USDOnChange“);
}
🙂
‘Saved’ event not triggering on ‘CRM Page’ hosted control – USD
We have an Account form hosted in ‘CRM Page’ hosted control on USD. We got a requirement to navigate another page on CRM form Save event.
Below are the steps I initially followed
- Created a new Hosted Control of type ‘CRM Page’
CRM Page Hosted Control
- Go to ‘Events’ from Command Bar and open ‘Saved’ event
Saved event – Hosted Control
- On ‘Saved’ event of Hosted Control, added a new ‘Action’ to Navigate to Bing
Navigate Action
- Save and close
- Open the USD and open ‘Account’ record
But the ‘Saved’ event did not trigger when I click Save button from CRM page.
Reason –
- Looks like this is known issue with my USD version (Got fixed in latest USD version)
Fix –
To fix this, below are workaround steps to hook the ‘Saved’ event to CRM hosted control.
- Open ‘PageLoadComplete’ event of Hosted Control
PageLoadComplete Event
- Create a new ‘Action Call’
- Action : ExecutionTimeout (Note : Create a new UII action if you can’t find ExecutionTimeout)
- Data : milliseconds=6000
ExecutionOnTimeout Action Call
- Create a new ‘Sub Action Call’
Sub Action Call
- Add below Script using ‘RunXrmCommand’ Action
Script :
function hookSavedEvent(execContext)
{
window.open(“http://event/?eventname=Saved”); // notify USD of save
setTimeout(“top.ScanForData();”, 4000);
}
// Add ‘hookSavedEvent’ to Save event of CRM form
Xrm.Page.data.entity.addOnSave(hookSavedEvent);
Register Script Action
- Save & Close the forms
- Close and reopen the USD client application to test the behavior now
- Open ‘Account’ form, click on ‘Save’
USD CRM Form Save Action
- We get a new tab with Bing page
USD – Navigated To Bing Page on Save
🙂
How to change Organization in Unified Service Desk (USD) Logon application
We can switch to other Organizations from “USD Logon Application” as below.
- While launching the ‘USD Logon application’, before it loads, click on ‘Change Credentials’ link
USD – Change Organization
- Now you get USD Login screen as below. Provide the Organization details you would like to connect
USD – Login Details
🙂
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