Adding an associated view button in Unified Service Desk

If you have used the Unified Service Desk you will know that the navigation is different, you do not have access to the standard navigation bar, if you want to access an associated view then you need to add a button or a sub grid to the form. This is not a simple process if you have tried! So I have documented the steps to achieve this. In my example I am adding Connection to my contact form tool bar.

To enable this change you will need to create:

• A new Hosted Control
• A new Action Call
• A new Button
• A new Button Action

Once you have completed the following steps the outcome will be:

The steps to create this:

1. Open up your CRM via the browser and navigate to the Contact form or form that you will be adding the new associated view to
2. Open the associated view
3. Press F12 or select Developer tools in the browser settings
4. Search for the name of the associated view in my case Connnections
5. Find the following line and copy the URL, you will need it later.
6. Now Navigate to Settings->Unified Service Desk
7. Select Hosted Control
8. Create a new Hosted Control of type CRM Page for the associated view as below
9. 
10. Now navigate to the UII Actions associated view of the new Hosted Control
11. Open the Navigate record
12. Select the Action call associated view and create a new record
13. Select the Hosted Control and Action Navigate and copy and paste the URL from step 5 into the data section as below.
14. The final step is to add a button to the form
15. Navigate back to Settings->Unified Service Desk
16. Click on Toolbars
17. In my case I will open the Contact Navigation Toolbar
18. Click into buttons and create a new button, as below
19. Now add the action call that you created in step 12 to the button
20. Save and you have completed the steps.
21. Open Unified Service desk and you should now see the new button

 

 

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Where do I control which states pause and resume an Enhanced SLA?

You know you can pause and resume in CRM 2015 SLAs but where do you specify which states control it?

2 ways of doing this as follows, its easy when you know how:

1. Open System Settings from Settings->Administration and scrolling to the right for the tab named “Service”
2. Or via the Service Management settings area and selecting “Service Configuration Settings” – Settings->Service Management – Service Terms Section

It is that easy. Remember the statuses apply to all SLAs.

CRM 2015 – Global Search – what you need to know

So how do I set up Global Search? How do I search my custom entities? How can I change the columns that are displayed?

In this blog post I will discuss the things you need to know about Global Search.

Key Features:

1. You can only define 10 entities to be included in the search, these can be system and custom entities
2. The returned values display the first 3 columns of the record quick find view
3. You can specify whether to use enable a limit of 10000 records to be returned to improve performance
4. You can search using 1 or more characters and you can use wildcard searches
5. You can initiate a global search from the navigation bar
6. You can create new records straight from the global search view
7. Global search provides vertical scrolling
8. Global search entities are system specific and are set up for the organisation
9. Search displays the record images for easy identification of records

Setting up Global Search

1. To select the entities to be included in the search, navigate to Settings->Administration->System Settings
2. Scroll down on the general tab to the Set-up Quick Find section and click on Select.
3. Use the controls on the form to select, deselect and move up and down the entities that you want to search upon.
4. You can only select a maximum of 10 entities and the order in which they are listed is how they will appear
5. Save and close and the Global Search settings are now updated

Updating Quick View forms

1. If you want to change the columns that are displayed or change the columns that are searched then you need to update the quick view form
2. Navigate to settings->Customisations->Customise the solution
3. Select the entity to update
4. Select Views
5. Open the Quick Find view
6. Update the columns and search fields.
7. Save and publish the changes

Using Global Search

1. To initiate a global search, enter a search term in the search box on the navigation pain, and click the looking glass. If you resolution is low or you have minimise the CRM window then only the looking glass will be displayed. Clicking the looking glass will open the search window
2. The Global Search pane is displayed with the results
3. You can now filter the search to a specific entity, select the record to open, create a new record or change the search