Unified Service Desk 3.0.0 is Released


A more reliable, diagnosable and accessible version of Unified Service Desk (version 3.0.0) is available for download now. ( https://www.microsoft.com/en-us/download/details.aspx?id=55787)

Unified Service Desk version 3.0.0 has many enhancements focusing on reliability, performance and accessibility. Below is a quick snapshot of what is on offer:

Ease of Configuration for Diagnostic Settings:

Administrators can now configure the Unified Service Desk diagnostics options from the consolidated Audit and Diagnostics page in the solution. You can enable

  1. Exit Monitoring: To generate comprehensive diagnostic reports on local machine in event of a fatal error. You can also configure where these reports will be stored, the sizes of each logs, verbosity of diagnostics logs and whether you want to collect a full process dump in event of the error. It is recommended that you enable exit monitoring, and use these reports to diagnose the issue.
  2. On Demand Diagnostics: For non-fatal errors, e.g. hangs, you can generate error reports manually. This can be done by pressing the combination CTRL+ALT+A. You can also change this combination

Read more about Diagnostics in Unified Service Desk

Jaws Reader Support for Accessibility

In continuation to our efforts towards making Unified Service Desk accessible to its users, we introduce the support for JAWS (Job Access With Speech) version 18 for Windows screen reader application for speech output with the Unified Service Desk client. Note that Unified Service Desk already has full keyboard accessibility and supports high contrast mode.

Read more about Accessibility in Unified Service Desk

Decrease Average Handling Time using PreFetch

Developers can now configure a PreFetch option on their CRM Page hosted controls. This feature gets the entity data in the current context of Unified Service Desk and helps agent get the relevant information without needing to wait for the CRM page to load. A simple example of its usage can be during session starts, where the Case information can be made available to the session using PreFetch, helping the agents prepare for the session, without needing to wait for the full Case entity page to load, thus saving precious seconds.

Avoid Unified Service Desk freezes using RunAsync

Developers can now use RunAsync parameter with the CreateEntity action. This ensures that the action does not block Unified Service Desk while the action is being executed

Increase Agent Productivity using Keyboard Shortcuts

Developers can now configure shortcuts for toolbar buttons, notifications and panels. Unified Service Desk is already fully accessible using keyboard. This customization enables faster access to the most frequent or important panels and buttons on Unified Service Desk.

Enhanced Debugging options

The Debugger control has been enhanced to help identify the issues by providing sorting, replay and clear options.

Unified Service Desk 3.0.0 is compatible with an instance of Microsoft Dynamics 365 version 8.2 (online or on-premises), Microsoft Dynamics CRM 2015, or Microsoft Dynamics CRM 2013 Service Pack 1 (SP1) is required. You can get the detailed system requirements at https://docs.microsoft.com/en-us/dynamics365/customer-engagement/unified-service-desk/admin/unified-service-desk-system-requirements

Quick Links:

Download Unified Service Desk version 3.0.0

What is new for administrators in Unified Service Desk version 3.0.0

What is new for developers in Unified Service Desk version 3.0.0

Comments (9)

  1. Srikanth says:

    Wowww.. that sounds Great.. Thanks team

  2. Srikanth says:

    My USD is not working any more 🙁 .. help please…. It’s crashing, not even opening the Splash screen, no logs except for following Event Viewer logs..
    =========================
    Application: UnifiedServiceDesk.exe
    Framework Version: v4.0.30319
    Description: The process was terminated due to an unhandled exception.
    Exception Info: System.IO.FileLoadException

    Exception Info: System.IO.FileLoadException
    at Microsoft.Crm.UnifiedServiceDesk.Program.Main()

    ===============================================================

    Faulting application name: UnifiedServiceDesk.exe, version: 3.0.0.859, time stamp: 0x59948ab3
    Faulting module name: KERNELBASE.dll, version: 10.0.10586.916, time stamp: 0x59029143
    Exception code: 0xe0434352
    Fault offset: 0x0000000000071f28
    Faulting process id: 0x2848
    Faulting application start time: 0x01d320395c33d0f3
    Faulting application path: C:\Program Files\Microsoft Dynamics CRM USD\USD\UnifiedServiceDesk.exe
    Faulting module path: C:\WINDOWS\system32\KERNELBASE.dll
    Report Id: 424c294c-1397-45e8-b369-6d74c5f20d5c
    Faulting package full name:
    Faulting package-relative application ID:

    ===================================================
    Fault bucket 120822752987, type 4
    Event Name: APPCRASH
    Response: Not available
    Cab Id: 0

    Problem signature:
    P1: UnifiedServiceDesk.exe
    P2: 3.0.0.859
    P3: 59948ab3
    P4: KERNELBASE.dll
    P5: 10.0.10586.916
    P6: 59029143
    P7: e0434352
    P8: 0000000000071f28
    P9:
    P10:

    Attached files:
    D:\Users\nagasrikanth.a\AppData\Local\Temp\WER2582.tmp.WERInternalMetadata.xml
    C:\Windows\Temp\WER2C89.tmp.csv
    D:\Users\nagasrikanth.a\AppData\Local\Temp\WER2CB7.tmp.appcompat.txt
    C:\ProgramData\Microsoft\Windows\WER\Temp\WER2F96.tmp.dmp
    D:\Users\nagasrikanth.a\AppData\Local\Temp\WER3082.tmp.WERDataCollectionFailure.txt

    These files may be available here:
    C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_UnifiedServiceDe_6acdb3738cac86602a1924d84bc36435edb185_be9a3bb1_174431b7

    Analysis symbol:
    Rechecking for solution: 0
    Report Id: 424c294c-1397-45e8-b369-6d74c5f20d5c
    Report Status: 4104
    Hashed bucket: d33c9177eab10d1fea8b078b9f67fab6

    1. USD Team says:

      @Srikanth Is this happening with the new installation?

      1. Srikanth says:

        I have upgraded my existing 2.2, Let me give a try with new installation.

        1. Srikanth says:

          I just checked, it’s working fine if I uninstall the old version and install it freshly. Thanks.

      2. Hi @USD Team. I’ve had the same issue as Srikanth. Upgrading from existing 2.2 installation caused the application to not start at all. No splash screen, only unifiedservicedesk.exe in the task manager for a few seconds. By uninstalling USD and installing version 3.0 from scratch, the program boots up again correctly.

  3. Namrata says:

    USD is not working. It’s getting stuck “Requesting Data From Dynamics 365”
    Below is the error. Please help
    Microsoft.Crm.UnifiedServiceDesk.Dynamics Error 2 9/21/2017 6:42:20 AM Message:
    Exception raised in : Session ID : 32e9b772-8bb1-48e2-9d14-6271e11939b7 – Application : Session Tabs – USD Component Type : – Display Group : SessionTabsPanel
    Source : Microsoft.Crm.UnifiedServiceDesk.Dynamics
    Method : b__6
    Time : 6:42:20 AM
    Date : 9/21/2017
    Error : Object reference not set to an instance of an object.
    Stack Trace : at Microsoft.Crm.UnifiedServiceDesk.Dynamics.SessionTabsControl.c__DisplayClass8.b__6()
    ======================================================================================================================

    Microsoft.Crm.UnifiedServiceDesk.Dynamics Error 2 9/21/2017 6:42:56 AM Message: Error in DynamicCustomerRecord-MergeReplacementParameter :
    Source : Microsoft.Uii.Csr.Core
    Method : GetContextState
    Time : 6:42:56 AM
    Date : 9/21/2017
    Error : Object reference not set to an instance of an object.
    Stack Trace : at Microsoft.Uii.Csr.HostedApplicationUtility.GetContextState(ApplicationHostWorkItem appHostWorkItem)
    at Microsoft.Uii.Csr.Aif.HostedApplication.HostedWpfControl.get_Context()
    at Microsoft.Uii.Csr.Aif.HostedApplication.HostedWpfControl.FireChangeContext(ContextEventArgs args)
    at Microsoft.Crm.UnifiedServiceDesk.Dynamics.CRMGlobalManager.CheckUpdateContact()
    at Microsoft.Crm.UnifiedServiceDesk.Dynamics.DynamicsCustomerRecord.MergeReplacementParameter(String appname, List`1 data, Boolean noUpdate)
    ======================================================================================================================

    Microsoft.Crm.UnifiedServiceDesk.Dynamics Error 2 9/21/2017 6:42:56 AM Message: Error in DynamicCustomerRecord-MergeReplacementParameter :
    Source : Microsoft.Uii.Csr.Core
    Method : GetContextState
    Time : 6:42:56 AM
    Date : 9/21/2017
    Error : Object reference not set to an instance of an object.
    Stack Trace : at Microsoft.Uii.Csr.HostedApplicationUtility.GetContextState(ApplicationHostWorkItem appHostWorkItem)
    at Microsoft.Uii.Csr.Aif.HostedApplication.HostedWpfControl.get_Context()
    at Microsoft.Uii.Csr.Aif.HostedApplication.HostedWpfControl.FireChangeContext(ContextEventArgs args)
    at Microsoft.Crm.UnifiedServiceDesk.Dynamics.CRMGlobalManager.CheckUpdateContact()
    at Microsoft.Crm.UnifiedServiceDesk.Dynamics.DynamicsCustomerRecord.MergeReplacementParameter(String appname, List`1 data, Boolean noUpdate)
    ======================================================================================================================

    Microsoft.Crm.UnifiedServiceDesk.Dynamics Error 2 9/21/2017 6:42:58 AM Message: Exception raised in : AsyncNewWindowHandler – Application : Search
    Source : Microsoft.Crm.UnifiedServiceDesk.Dynamics
    Method : PopupRequested
    Time : 6:42:58 AM
    Date : 9/21/2017
    Error : Object reference not set to an instance of an object.
    Stack Trace : at Microsoft.Crm.UnifiedServiceDesk.Dynamics.Controls.WebBrowserComboBoxItem.PopupRequested(String url, String frame)
    at Microsoft.Crm.UnifiedServiceDesk.Dynamics.Controls.PresenterControlComboBoxItem.c__DisplayClasse.b__d()
    ======================================================================================================================

    Microsoft.Crm.UnifiedServiceDesk.Dynamics Error 2 9/21/2017 6:42:58 AM Message: Exception raised in : AsyncNewWindowHandler – Application : Search
    Source : Microsoft.Crm.UnifiedServiceDesk.Dynamics
    Method : PopupRequested
    Time : 6:42:58 AM
    Date : 9/21/2017
    Error : Object reference not set to an instance of an object.
    Stack Trace : at Microsoft.Crm.UnifiedServiceDesk.Dynamics.Controls.WebBrowserComboBoxItem.PopupRequested(String url, String frame)
    at Microsoft.Crm.UnifiedServiceDesk.Dynamics.Controls.PresenterControlComboBoxItem.c__DisplayClasse.b__d()
    ======================================================================================================================

    1. Sandeep says:

      Upgraded from USD 2.2.1 to USD 3.0.0. facing same issue – Is there a solution for this?
      ======================================================================================================================

      34:28.08 Microsoft.Crm.UnifiedServiceDesk.Dynamics Error: 2 : 34:28.08 Message: Error in DynamicCustomerRecord-MergeReplacementParameter :
      Source : Microsoft.Uii.Csr.Core
      Method : GetContextState
      Time : 15:34:27
      Date : 01/11/2017
      Error : Object reference not set to an instance of an object.
      Stack Trace : at Microsoft.Uii.Csr.HostedApplicationUtility.GetContextState(ApplicationHostWorkItem appHostWorkItem)
      at Microsoft.Uii.Csr.Aif.HostedApplication.HostedWpfControl.FireChangeContext(ContextEventArgs args)
      at Microsoft.Crm.UnifiedServiceDesk.Dynamics.CRMGlobalManager.CheckUpdateContact()
      at Microsoft.Crm.UnifiedServiceDesk.Dynamics.DynamicsCustomerRecord.MergeReplacementParameter(String appname, List`1 data, Boolean noUpdate)
      ======================================================================================================================

  4. Sai Priyatham says:

    USD is not working. It’s getting stuck “Requesting Data From Dynamics 365”
    Below is the error. Please help
    Microsoft.Crm.UnifiedServiceDesk.Dynamics Error 2 9/21/2017 6:42:20 AM Message:
    Exception raised in : Session ID : 32e9b772-8bb1-48e2-9d14-6271e11939b7 – Application : Session Tabs – USD Component Type : – Display Group : SessionTabsPanel
    Source : Microsoft.Crm.UnifiedServiceDesk.Dynamics
    Method : b__6
    Time : 6:42:20 AM
    Date : 9/21/2017
    Error : Object reference not set to an instance of an object.
    Stack Trace : at Microsoft.Crm.UnifiedServiceDesk.Dynamics.SessionTabsControl.c__DisplayClass8.b__6()
    ======================================================================================================================

    Microsoft.Crm.UnifiedServiceDesk.Dynamics Error 2 9/21/2017 6:42:56 AM Message: Error in DynamicCustomerRecord-MergeReplacementParameter :
    Source : Microsoft.Uii.Csr.Core
    Method : GetContextState
    Time : 6:42:56 AM
    Date : 9/21/2017
    Error : Object reference not set to an instance of an object.
    Stack Trace : at Microsoft.Uii.Csr.HostedApplicationUtility.GetContextState(ApplicationHostWorkItem appHostWorkItem)
    at Microsoft.Uii.Csr.Aif.HostedApplication.HostedWpfControl.get_Context()
    at Microsoft.Uii.Csr.Aif.HostedApplication.HostedWpfControl.FireChangeContext(ContextEventArgs args)
    at Microsoft.Crm.UnifiedServiceDesk.Dynamics.CRMGlobalManager.CheckUpdateContact()
    at Microsoft.Crm.UnifiedServiceDesk.Dynamics.DynamicsCustomerRecord.MergeReplacementParameter(String appname, List`1 data, Boolean noUpdate)
    ======================================================================================================================

    Microsoft.Crm.UnifiedServiceDesk.Dynamics Error 2 9/21/2017 6:42:56 AM Message: Error in DynamicCustomerRecord-MergeReplacementParameter :
    Source : Microsoft.Uii.Csr.Core
    Method : GetContextState
    Time : 6:42:56 AM
    Date : 9/21/2017
    Error : Object reference not set to an instance of an object.
    Stack Trace : at Microsoft.Uii.Csr.HostedApplicationUtility.GetContextState(ApplicationHostWorkItem appHostWorkItem)
    at Microsoft.Uii.Csr.Aif.HostedApplication.HostedWpfControl.get_Context()
    at Microsoft.Uii.Csr.Aif.HostedApplication.HostedWpfControl.FireChangeContext(ContextEventArgs args)
    at Microsoft.Crm.UnifiedServiceDesk.Dynamics.CRMGlobalManager.CheckUpdateContact()
    at Microsoft.Crm.UnifiedServiceDesk.Dynamics.DynamicsCustomerRecord.MergeReplacementParameter(String appname, List`1 data, Boolean noUpdate)
    ======================================================================================================================

    Microsoft.Crm.UnifiedServiceDesk.Dynamics Error 2 9/21/2017 6:42:58 AM Message: Exception raised in : AsyncNewWindowHandler – Application : Search
    Source : Microsoft.Crm.UnifiedServiceDesk.Dynamics
    Method : PopupRequested
    Time : 6:42:58 AM
    Date : 9/21/2017
    Error : Object reference not set to an instance of an object.
    Stack Trace : at Microsoft.Crm.UnifiedServiceDesk.Dynamics.Controls.WebBrowserComboBoxItem.PopupRequested(String url, String frame)
    at Microsoft.Crm.UnifiedServiceDesk.Dynamics.Controls.PresenterControlComboBoxItem.c__DisplayClasse.b__d()
    ======================================================================================================================

    Microsoft.Crm.UnifiedServiceDesk.Dynamics Error 2 9/21/2017 6:42:58 AM Message: Exception raised in : AsyncNewWindowHandler – Application : Search
    Source : Microsoft.Crm.UnifiedServiceDesk.Dynamics
    Method : PopupRequested
    Time : 6:42:58 AM
    Date : 9/21/2017
    Error : Object reference not set to an instance of an object.
    Stack Trace : at Microsoft.Crm.UnifiedServiceDesk.Dynamics.Controls.WebBrowserComboBoxItem.PopupRequested(String url, String frame)
    at Microsoft.Crm.UnifiedServiceDesk.Dynamics.Controls.PresenterControlComboBoxItem.c__DisplayClasse.b__d()
    ======================================================================================================================

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