USD – Options

I am currently developing a generic interface that will be used by multiple customers all using Unified Service Desk (USD), my application covers all of the standard CRM system entities including account, contact, opportunity, case etc etc.

But not all customers will use all of these feature so I need to turn menu options on/off depending on customer requirements.

For example, if a customer doesn’t use the opportunity entity I want to make the menu option for opportunity disappear. The easy approach would be to simply remove the option from that customers menus but then my application won’t be generic.

So the solution is to use USD options to drive the behaviour of menus etc.

First of all I create an option say “UseOpportunity”. To do this navigate to the options area of Unified Service Desk Settings.

And add a new option, mine looked like this;

Now whenever I have a toolbar button / menu option that uses opportunities, I add a condition to check this option. “[[$Global.UseOpportunity]+g]”==”Y”

See example below;

Hopefully you’ll agree this is a simple approach to allow you to configure how the application behaves without needing to alter code etc.

8 thoughts on “USD – Options

  1. Hi sir, Can we use this to hide & show buttons for different user & how it’s different from user setting functionality of hide & show described in one of the post here ?


    • Hiding and showing a button for a specific user is described in post below.

      Basically you need to set the enable and visible conditions. (Often I set both to same thing but you could opt to show a menu option but not enable it.)

      FYI: with a single toolbar button rather than a “menu list” the enable works but the button doesn’t “grey out”, so I tend to hide these. I only use the enable when I have a list of toolbar buttons.

      Sometimes my condition will look something like ….

      “[[$Global.USE_xyz]]”==”Y” && [[$Settings.ALLOW_xyz]]

      Meaning the global option has to be set to enable the option for anyone and then the user option has to be present to enable for this specific user.

      Hope this helps.


  2. Hi Sir,

    1.) I am facing an issue regarding USD security roles. Actually I am not getting the difference between UII Agent & USD agent role also USD admin & UII Admin roles.

    2.) To a call center guy, I had given USD agent role & CSR role but in my case it’s not working fine with these roles at on-premise instance & ultimately I have to give USD Admin role without which I am not even able to Login the USD Application. Please suggest best practices regarding it.


    • Hi

      In terms of UII and USD, think of USD as a frontend onto the UII entities. Meaning the two are joined at the hip. In terms of roles you could probably think of UII and USD as the same thing.

      I am not sure about your specific problem. (I’ll need time to test, busy today. Its my birthday!)

      As a guess I would start off my looking at access to the uii_audit entity. As the users will need create access on this. (This is a guess but I suspect the roles might only be giving readonly access to the UII / USD entities.)

      Please let me know if this guess is right. If not I will test further. But it might be next weekend! 🙂


  3. I hope you have a wonderful day and that the year ahead is filled with more love, many wonderful surprises and gives you lasting memories that you will cherish in all the days ahead.
    Wishing you a Happy Birthday Neil Sir !!!! 🙂 Sorry to disturb you.


  4. Pingback: USD – The Book | Microsoft Dynamics CRM and Unified Service Desk

  5. Hi Sir,

    Please help me on the below scenario.

    Debugger button in USD should be visible for on1y particular user and it should be hidden for other user.

    Venkatesan V


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