USD – Basic Training Module 5

Unified Service Desk (USD) for Microsoft Dynamics CRM is a framework that allows you to quickly create call center applications. This is the fifth module in a training course I’ve created to help beginners understand the basics of USD.

In a previous module we learnt how to create a search function in USD, in this module we will build on this concept by opening a session from the search results.

By the end of this module your session will look something like this ….


 

 

During the training I added some code to display the session overview. This is the code I used;

<Grid Margin="0"
 xmlns:x="http://schemas.microsoft.com/winfx/2006/xaml"
 xmlns:CCA="clr-namespace:Microsoft.Crm.UnifiedServiceDesk.Dynamics;assembly=Microsoft.Crm.UnifiedServiceDesk.Dynamics">

<Grid.RowDefinitions>
 <RowDefinition Height="auto" />
 <RowDefinition Height="auto" />
 <RowDefinition Height="auto" />
 </Grid.RowDefinitions>

<TextBlock Margin="5,6,0,0" Grid.Row="0" TextWrapping="Wrap" Padding="5,0,0,5" FontFamily="Tohoma" FontSize="12" Text="Account: [[account.name]x]" Foreground="#109109"/>
 <TextBlock Margin="5,0,0,0" Grid.Row="1" TextWrapping="Wrap" Padding="5,0,0,5" FontFamily="Tohoma" FontSize="12" Text="Primary Name: [[account.primarycontactid.name]x]" Foreground="#109109"/>
 <TextBlock Margin="5,0,0,0" Grid.Row="2" TextWrapping="Wrap" Padding="5,0,0,5" FontFamily="Tohoma" FontSize="12" Text="Phone: [[account.telephone1]x]" Foreground="#109109"/>

</Grid>

Also, if you do as I suggest and also create the ability to open a contact session the code below would work for contacts.

<Grid Margin="0"
      xmlns:x="http://schemas.microsoft.com/winfx/2006/xaml"
      xmlns:CCA="clr-namespace:Microsoft.Crm.UnifiedServiceDesk.Dynamics;assembly=Microsoft.Crm.UnifiedServiceDesk.Dynamics">
 
  <Grid.RowDefinitions>
    <RowDefinition Height="auto" />
    <RowDefinition Height="auto" />
    <RowDefinition Height="auto" />
  </Grid.RowDefinitions>
  
  <TextBlock Margin="5,6,0,0" Grid.Row="0" TextWrapping="Wrap" Padding="5,0,0,5"  FontFamily="Tohoma" FontSize="12" Text="Name: [[contact.fullname]x]" Foreground="#109109"/>
  <TextBlock Margin="5,0,0,0" Grid.Row="1" TextWrapping="Wrap" Padding="5,0,0,5"  FontFamily="Tohoma" FontSize="12" Text="Job Title: [[contact.jobtitle]x]" Foreground="#109109"/>
  <TextBlock Margin="5,0,0,0" Grid.Row="2" TextWrapping="Wrap" Padding="5,0,0,5"  FontFamily="Tohoma" FontSize="12" Text="Email: [[contact.emailaddress1]x]"  Foreground="#109109"/>
  
</Grid>

 In the next module of this training course I will show how to open associated views within the session. Such as a list of cases for the account.
J

Enjoyed module 5? Try module 6.

11 thoughts on “USD – Basic Training Module 5

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  4. Hi Neil,
    I’m whatching your USD Training series, very interesting and useful.
    I’ve a question for this 5th module:
    You used some code to create a left overview of an account; how can I generate some custom code for my custom view to be displayed in left pan?

    Thanks

    Like

    • Hi Gluck

      Glad you have found my videos useful.

      To be honest I have mainly found that I can simply copy the code for an existing session overview and tweak for my needs. The example I give in my video is a pretty simple one. If you have a look at the session overviews that Microsoft provide in the USD sample solutions that should give you some additional ideas on what can be done in the left panel / sessions overview.

      Neil.

      Like

  5. Hi Neil,

    First of all I want to thank you for your videos on how to setup and configure USD.
    Its a blast to follow the modules and shows great communication and teaching skills.

    Im currently running into a problem where a cant get the account name to show in the session tab and also missing data in the session overview. I’ve used the parameter [[account.name]] for the hosted control account and also in the session line for session information / display: Account ([[account.name]]).

    Al the routing and actions seems to work fine. After searching and selecting an account, a new session is being created and the search tab closes. But as an result the tab name shows: New Session and I don’t see any overview in the right expanded panel.

    Hope you can help me out

    BR, Rob

    Like

    • Thanks Rob, I am glad you like my “work”,

      Does the tab name always show as “New Session”? Does it ever show correctly? (I ask as I have seen a “feature” that means it occasionally doesn’t display correctly.)

      Is the name of your hosted control “Account”? If so you could try using [[Account.name]] instead of [[account.name]], that might help.

      Is that account tab name and the session name incorrect? If just the session name also check that you have correctly set the entity field on your session lines.

      Also, do you get any popups as the session loads. Anything complaining about or showing https://event. If you do try looking at this post. (I know the session opens incorrectly the way you describe following this!)

      https://blogs.msdn.microsoft.com/usd/2016/01/26/ie-process-mode-gives-httpevent-popup/

      Hopefully these pointers help

      Neil.

      Like

  6. Hello Neil,

    I am very new to USD so thanks for all the videos you have made and posted on Youtube. They were really helpful!

    I do have a small problem however. I have exactly copied the steps you took in lessons 1, 2, 3, 4 and 5, but i don’t get the same result as you do. After the instructions in lesson 5 i opened my USD to test the changes. I clicked the Search Button and choose Account. My active accounts view is shown and i can choose a record. The session opens and the record is been shown in the tab Accounts, but…

    As the record is being opened, a extra screen pops up saying: This page cannot be displayed. The URL of this screen is: http://event/?eventname=usdrawdataload&dataloadstate=1&turboform=true. If i look at the debugger, i can see that there a two problems: with Expander Left Splitter Collapse and Expander Right Panel Collapse. What does this mean and how can i fix this?
    Second, the account’s name does not show up in the Account Tab, it stays: Account. Also the session’s name does not change. It stays: New session.
    And last: an overview of the account is not being shown in the left panel

    (i did find a difference between your videos on youtube and your explanations on this website. In the videos you choose IE Process for the hosted controls, on this website you choose Internal WPF, perhaps this has something to do with it?)

    Do you have any suggestions on how to fix this?

    Again, thanks a lot for your help!

    Best regards,
    Arne Bok

    Like

      • Hello Neil,

        I have asked a colleague of mine a few weeks ago to help me. He told me that it was (indeed) an issue with the IE Settings. So your answer was correct. Thanks for your time and help!

        Best regards

        Like

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