Unified Service Desk Best Practices (Part 3) – Improve Internet Explorer process management

Background With hosted controls running on IE Process hosting mode, under heavy load, Unified Service Desk might get slower and start showing “Max Browser” messages. Launching any other application under this may result in a blank page or an exception. At times, restarting Unified Service Desk may not help and you might have to restart…

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Thinking Outside the Shell

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Unified Service Desk is a very flexible tool that, along with some creativity, can do some really amazing things. In this blog, I will walk through a proof of concept with the purpose of demonstrating some lesser understood capabilities of the platform. One of the goals is to provide ideas on how to think about USD as…

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USD Component Library Open Sourced

Over the last few years, I have built a number of components designed to work with USD. I have consolidated these components into an open source control library. You may use these as examples, use them in your projects or contribute to the open source project.  Here is the link to the open source project. https://github.com/jaymepechan/USDComponentLibrary…

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Deprecating some predefined Unified Service Desk themes

We’ll be deprecating the following predefined themes in the next release of Unified Service Desk: Blue theme Style theme For information about these themes, see Predefined Themes available in Unified Service Desk. Deprecating these themes implies that we intend to remove these themes in a future “major” release of Unified Service Desk. Until the themes…

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Announcing TechNet Wiki for Unified Service Desk

We are happy to announce a new TechNet wiki page for Unified Service Desk, where we will be writing about how to troubleshoot issues with Unified Service Desk and more importantly, share any workarounds to problems that developers and users may encounter while developing for Unified Service Desk. Since this is a wiki page, it is…

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Unified Service Desk Best Practices (Part 2) – Using FireRequestAction

Background on FireRequestAction Creating custom USD hosted controls is an extremely powerful extension mechanisms. In fact, USD itself is built on such hosted controls. I recall a quote of which I paraphrase, “With great power comes great responsibility.” This quote definitely holds true with USD hosted controls as well. USD hosted controls are built on…

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Unified Service Desk Best Practices (Part 1) – Leveraging the new “IE Process Hosting Type

Introduction There is so much information available on Unified Service Desk, yet it does not cover many aspects of the product. We constantly get valuable feedback from the Unified Service Desk community, Unified Service Desk customers, and internal teams. One thing that has been consistent is about the need for best practices one should consider…

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Automating Agent Actions with Cognitive Services Speech Recognition in USD

[The following article is cross-posted from Geoff Innis’ blog] Microsoft’s Cognitive Services offer an array of intelligent APIs that allow developers to build new apps, and enhance existing ones, with the power of machine-based AI. These services enable users to interact with applications and tools in a natural and contextual manner. These types of intelligent…

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Support for Interaction Centric Forms within Unified Service Desk

Unified Service Desk 2.1.0 is released now, and is available for download here. Among other things, this release is primarily focused on getting the same level of support for the CRM Interaction centric (IC) forms as it had for the CRM web client forms. Before continuing on the Unified Service Desk support for IC forms,…